Мария

Mariia
Tumanina
Head of Sales / Head of Support
WORK EXPERIENCE
Customer Support Department Head Deputy 2023 - 2025
/ Support Quality Analyst
Cleverr LLC
• Arranging coaching processes, contributing to employees’ skills improvement by
analyzing and controlling employees’ performance
• CSD statistic data gathering and analysis
• Giving feedback to the CSD employees on their performance (conducting monthly 1x1
CONTACT ME and team meetings), revealing strong and weak points, working on mistakes to improve the
level of service quality
• Monitor and control compliance with CSD algorithms, their review and updates to
[відкрити контакти](див. вище в блоці «контактна інформація»)
ensure their correspondence with the contemporary clients’ needs and service demands.
[відкрити контакти](див. вище в блоці «контактна інформація») • Creating and updating mentoring programs to ensure smooth knowledge transfer from
senior agents to junior employees and improve the mentoring skills of senior staff;
Vinnytsia, Ukraine • Initiating and taking part in CSD process updates (offering ideas and solutions, helping to
implement the changes into the processes (CRM improvement, new KPIs, communication
https://www.linkedin.com channels adjustments, etc.) and helping with CSD member's adaptation to them)
/in/maria-tumanina/
Senior Sales Manager / Sales Lead Deputy (Team Lead) 2021 - 2023
EDUCATION Cleverr LLC
•‎Organizing and conducting training sessions for personnel from the Sales and Support
Departments
Bachelor of Arts in Philosophy,
•‎Evaluating monthly results of the representatives in the Sales Department, providing
Teacher of Philosophical feedback and mentorship to improve the performance of each representative
Disciplines •‎Calculating and analyzing statistics of the results for each Sales Representative
Bachelor's degree, National Pedagogical •‎Providing ideas on the improvement of the service and the technical side of it to increase
University M. Dragomanov, Kyiv sales, user-friendly and Sales Representative-friendly interface
2012 — 2016 •‎Performing introductory meetings for the new hires of the company

PHP and Wordpress courses, Chief Business Development Officer 2022 - 2022
Online (no certification)
SoMo bot
2018 — 2019
•‎Elaborating business development plans, designing and implementing processes to
Negotiations in Business. (Laba. A. support business growth, through customers and market definition
Akulov) •‎Building and maintaining high-level contacts with current and prospective customers and
2021 other business and project partners
•‎Developing the marketing strategy for international growth
Chief Sales Officer (Laba. I. •‎Performing the negotiations with potential and current partners/customers/business
Reinish) •‎Understanding and analyzing the market and industry dynamics
2024
Junior Sales Representative 2020 - 2021
SKILLS Cleverr LLC
• Gained in-depth knowledge of the company's product offerings to provide
Marketing and Sales reliable assistance to customers, helping them make informed decisions
• Successfully assisted 50+ customers per day via telephone, chat, and email
Communication and
with purchase decisions, transactions, and inquiries
Negotiation • Exceeded company sales goals with cross-selling and up-selling techniques
Conflict Resolution • Guided new customer orders through the initial stages of the CRM
Ability to Multitask • Reached out to one-time buyers with exclusive offers in order to retain them
Adaptability as loyal customers
Empathy
Customer Support Representative 2017 - 2018
CRM Software
Area 730
LANGUAGES • Resolved customer complaints via email and social media
• Created feedback database, conducted feedback analysis, and prepared
product reports
Ukrainian (native) • Managed social media profiles
English (advanced) • Recommended potential products and services to management by collecting
Deutsch (B1) customer information and analyzing customer needs