Контактна інформація

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Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/8311383/

Досвід роботи

Customer Care Representative

з 07.2019 по 02.2022 (2 роки 7 місяців)
B.S. Cooperation, Ternopil (Фінанси, банки, страхування)

Key Responsibilities:
1.Client Support & Issue Resolution
•Provided professional, timely, and accurate responses to customer inquiries via phone, email, and chat.
•Handled a high volume of customer interactions daily while maintaining quality service standards.
•Resolved client concerns regarding account discrepancies, loan inquiries, transaction errors, and product information.

2.Financial Product Guidance
•Educated clients about financial products and services including savings accounts, personal loans, credit cards, and investment options.
•Guided clients through application processes and eligibility requirements.

3. Process Improvement & Feedback
•Identified recurring customer issues and recommended improvements to processes, products, or services.
•Shared customer insights with management to inform service upgrades and business strategy.


Key Achievements:
•Customer Satisfaction: Maintained an average CSAT (Customer Satisfaction) score of 90%+ over 12 consecutive months.

•Efficiency: Reduced average call handling time by 20% by implementing structured response techniques.

•Retention: Successfully retained over 85% of customers who initially contacted support with cancellation or closure intentions.

•Performance Recognition: Awarded “Customer Service Star” for 2020 and 2021 for top-tier performance and positive client feedback.

Customer Care Representative

з 05.2016 по 08.2016 (3 місяці)
Integrated paints and allied products, Lagos, Nigeria (Фінанси, банки, страхування)

Освіта

Ternopil National Medical University

Medicine, Ternopil
Вища, з 2018 по 2025 (7 років)

Додаткова освіта та сертифікати

Business Administration

2024, 10 months

Знання і навички

• Call, Chat & Email Support
• Conflict Resolution & De-escalation
• Active Listening
• Customer Retention Strategies
• Time Management & Self- Motivation
• Attentiveness
• Problem-Solving & Critical Thinking
• Adaptability & Flexibility
• Postitive Attitude Under Pressure
• Team Collaboration (Virtual & In-Person)
• Verbal & Written Communication
• Customer Relationship Management
• Attracting new customers
• Data management

Знання мов

Англійська — вільно