Роксолана

ABOUT ME
Purposeful and sociable. I easily adapt to new conditions,
learn quickly and find non-standard solutions to problems. I
am fond of various sports and creativity. I like to discover new
things and meet interesting people.

WORK EXPERIENCE
Hotel reception administrator
Hota Bene, Nota Bene Loft, Loft7 2021 – 2023
Check-in / check-out
Carrying out personal errands, ensuring a comfortable stay

ROKSOLANA
Providing information about hotel rules and services
Processing booking requests by email, by phone
Working with booking systems

SAMOLIUK
Paying for accommodation
Invoicing, daily reporting
Cooperating with other hotel services
02.07.2001
Customer Care Manager
AcademyOcean 2023- still
Supporting clients via chats, emails, and video calls.
CONTACT Troubleshooting client issues in cooperation with the QA team.
Collecting client feature requests.
Supporting with simple API integrations (Make.com).
[відкрити контакти](див. вище в блоці «контактна інформація») Conducting onboarding video calls with new clients.
Recording video tutorials on our features for YouTube.
[відкрити контакти](див. вище в блоці «контактна інформація»)
Writing articles (guides) for the Help Center.
inst: roksi_caramelka Reviewing trainee work.
Preparing various reports, including client segment analysis,
Lviv, Ukraine client requests, and team performance.
Writing articles for our internal knowledge base (Confluence,
Notion).

SKILLS Software proficiency: Microsoft Office (Word, Excel, PowerPoint),
Google Workspace (Docs, Sheets, Slides), CRM systems
Sociability (HubSpot), graphic editors (Adobe Photoshop, Figma, Canva),
Time management analytics tools (Google Analytics).Project management (Trello,
Teamwork skills Jira).
Leadership and management Working with the Intercom customer support system.
Critical thinking and problem solving Ability to analyze KPIs: NPS (Net Promoter Score), CSAT (Customer
Adaptability to changes Satisfaction), Churn Rate, Retention Rate.
Creativity and innovation Working with corporate messengers and planners: Slack,
Attention to detail Microsoft Teams.
Stress resistance Upselling clients and maintaining their "health" throughout the
Ability to negotiate cooperation

LANGUAGE EDUCATION
Lviv Polytechnic National University 2018 - 2022
Ukrainian
Bachelor of international relations, public
English
communications and regional studies
Russian
Lviv Polytechnic National University 2022 - 2024
Master of international relations, public
communications and regional studies