Контактна інформація

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Досвід роботи

Complaint Manager

з 11.2016 по 06.2018 (1 рік 7 місяців)
Wentrum, Львов (Outsourcing company that works on foreign markets and provides high-quality service in different projects)

•Ensured a high level of customer satisfaction by decreasing Dispute rate from 5% to 0.7% within 4 month
• Investigated unresolved matters
•Produced weekly/monthly complaint statistics with the Customer Insight function in order to highlight areas for improvement
• Proposed improvement initiatives where necessary
• Prepared review of complaint results
•Analyzed and monitored variances in complaint statistics to ensure root
cause analysis can be identified and corrected
•Developed and implemented effective training processes which improved employees’ performance and customers’ satisfaction.
• Provided customer service team with feedback on monthly basis
• Maintained a friendly manner and calm, positive demeanour when
handling complaints

Освіта

Ivan Franko Lviv National Univesity

Philology faculty, Львов
Вища, з 2012 по 2018 (5 років 9 місяців)

Додаткова інформація

- Excellent troubleshooting and analytical skills, critical thinking
- Excellent time management skills
- Excellent verbal and writteт communication skills
- Ability to set high standards, by encouraging others to assume
responsibility and accountability for tasks
- Excellent case documentation and follow up skills

Software
Advanced knowledge of MS Excel
Advanced MS Word (styles, templates, version
control)

Languages
English -Fluent
Russian - Fluent
Ukrainian - Native