Юлія

RESUME
Yuliia Andrusenko
Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)
Telegram: @A_Julia_22
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)

SUMMARY
Result-oriented Quality Assurance and Sales professional with over 14 years of experience
in customer acquisition, call center quality monitoring, copywriting, and sales optimization.
Skilled in analyzing customer communications (calls and chats), developing sales scripts,
and implementing strategies to boost conversion rates. Adaptable, creative, and proficient in
leveraging AI tools for content enhancement.

PROFESSIONAL EXPERIENCE

Head of Quality Assurance Department | 3D Visualization Studio
November 2023 – November 2026
Leading the QA team to monitor, evaluate, and ensure high standards of customer service
and communication.

Copywriter / Reviewer | Part-time / Freelance
January 2023 – June 2023
Authored and edited promotional copy, checked advertisements and websites for readability,
style, and grammatical accuracy.

Quality Assurance Specialist | Waldberg (Solid wood furniture manufacturer, Chernivtsi)
September 2020 – February 2022 (Part-time)
Monitored customer interactions, analyzed communication gaps, and provided actionable
feedback to improve sales performance.

Quality Assurance Specialist Prime Call Center
November 2018 – September 2024
Promoted to QA Specialist following strong performance as an agent.
Evaluated recorded calls, identified areas for improvement, and assisted agents in
enhancing dialogue flow and conversion rates.

Call Center Operator | Prime Call Center
August 2017 – November 2018
Handled inbound/outbound customer queries and maintained high service delivery
standards.

Freelance Mystery Shopper / Quality Auditor | 4Service
May 2017 – December 2017 (Part-time)
Evaluated the quality of customer service against corporate standards and provided detailed
feedback reports.

Customer Acquisition & Bank Products Sales Specialist | Banking Sector

2011 – 2017
Attracted new clients, managed the end-to-end sales process, drafted agreements, and
handled documentation.
Conducted onboarding, mentoring, and training for new interns and team members.

Early Career & Seasonal Experience:
Seasonal Worker / Summer Internship | Wachtberg, Germany (2010)
Camp Counselor | «Dzherelo» Children's Health Complex, Bucha (2009)
English Tutor | Private Practice (2008 – 2009)

EDUCATION
Andriy Krupkin's Sales Program
Certified Professional Training in Sales & Negotiation | 2024
Nizhyn Gogol State University
Master’s Degree in Ukrainian Language & Literature, English Language & Literature |
Graduation: 2011

CORE SKILLS & COMPETENCIES
Sales & Conversion +Optimization: Expert in direct sales, telesales, and chat-based closing;
managing clients from lead generation to deal closure.
+Quality Assurance (QA): Auditing calls/chats, identifying bottlenecks, and refining
communication workflows to boost sales conversion.
+Content Creation & Editing: Crafting effective sales scripts, promotional newsletters, and
natural-sounding customer response templates.
+AI Collaboration: Advanced skills in utilizing AI tools to optimize, edit, and polish text for
specific business intents.
+HR & Mentoring: Strong background in talent acquisition, onboarding, and coaching junior
specialists.

LANGUAGES
English: B1 (Intermediate)
Ukrainian: Native / Fluent
Russian: Fluent

PERSONAL QUALITIES & HOBBIES
Highly adaptable, fast learner, and open to acquiring new professional skills.
Creative thinker with excellent interpersonal skills and a strong sense of humor.
Hobbies: Dancing and cycling.