Сергій

Serhii Glebushkin

E-mail: [відкрити контакти](див. вище в блоці «контактна інформація»)
Date of birth: 27/09/1989.

Education
Interregional Academy of Personnel Management: Economic Legal Technical College, Kiev, Ukraine.
Specialty: Hotel business and tourism.

Computer skills and knowledge
Windows, MS Office, Internet, Fidelio 8, Libra, R-keeper, Micros, qCRM, CRM, OTRS, Jira, LiveChat, Zendesk, Confluence, Notion, Klaviyo, Zoomshift, Trello, Klaus, Solid.

Foreign languages
English – advanced;
Russian – native;
Ukrainian – native.

Soft skills
Fluency in English, possession of high skills in customer support, high communication skills, the ability to approach situations without emotions or personal preferences, stress resistance, problem-solving, multitasking.

Employment

Genesis
Billing Teamlead (10.2021 — 05.2023)

Responsibilities:

– Training and supervising billing staff;
– Reducing the outflow of income through refund requests;
– Working with chargebacks, disputes, and claims;
– Work on reducing the chargeback rate;
– Working with analytics, graphs and making decisions based on accurate indicators;
– Improving existing and creating new flows for the effective work of support agents;
– Interaction with the technical team to implement improvements;
– Continuous improvement of the work of the support team;
– Checking and monitoring the work of the support team through assessment according to the KPI;
– Mentoring the support team throughout the entire period of work;
– Providing customer service and managing complaints;
– Foster and maintain a positive work environment.

HealthJoy
Support Manager (10.2020 — 10.2021)

Responsibilities:

– Acceptance and processing of requests from clients;
– Fluency in English;
– Fulfillment of requests in the best possible way and in the shortest possible time;
– Search and application of non-standard solutions when providing services to clients;
– Full ownership of updates, changes, and standards of the Company;
– Interaction with clients to achieve the highest level of support;
– Making chats or calls with customers or directly with service providers in the United States;
– Possession of information about the latest trends in the field of US health insurance;
– Communication with management to identify shortcomings and identify ways to resolve disputes;
– Providing the best experience of using the company's product to customers.

SupportYourApp
Customer support representative (12.2019 — 09.2020)

Responsibilities:

– Getting Information: observing, receiving, and otherwise obtaining information from all relevant sources;
– Using computers and computer systems (including hardware and software) to set up functions, enter data, or process information;
– Communicating with people outside the organization, representing the organization to customers, the public, the government, and other external sources;
– Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person;
– Developing constructive and cooperative working relationships with other teams, and maintaining them over time;
– Analyzing information and evaluating results to choose the best solution and solve problems;
– Keeping up-to-date technically and applying new knowledge to the job;
– Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data;
– Handling complaints, settling disputes and resolving grievances and conflicts, or otherwise negotiating with others;
– Developing specific goals and plans to prioritize, organize, and accomplish your work;
– Translating or explaining what information means and how it can be used;
– Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events;
– Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form;
– Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts;
– Encouraging and building mutual trust, respect, and cooperation among team members;
– Providing personal assistance, medical attention, emotional support, or other personal care to others such as co-workers and customers;
– Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times;
– Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems;
– Being aware of others' reactions and understanding why they react as they do;
– Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Ibis Hotel
Night auditor (09.2019 — 12.2019)

Responsibilities:

– Greet visitors appropriately;
– Professionally determine visitor needs;
– Maintain visitor register;
– Ensure backup when absent from the reception desk;
– Answer and address incoming phone calls in a timely and polite manner;
– Deal with queries and provide correct information;
– Take and deliver messages accurately and completely;
– Sort and distribute incoming mail;
– Monitor and record petty cash payments;
– Maintain equipment and report any malfunctions;
– Prepare correspondence and documents;
– Update databases;
– Schedule and follow up on appointments;
– Keep reception area clean and neat;
– Maintain and organize reading material.

Tashas Café (Dubai)
Restaurant Manager (09.2018 — 08.2019)

Responsibilities:

– Maintain an effective bar service with an emphasis on high quality, efficient service;
– Check that Guest service standards are set, implemented and monitored, and continuously evaluated;
– Set up the outlet by the pre-determined standards of the operation;
– Comply with licensing regulations and hotel procedures relating to the bar and conduct staff training sessions accordingly;
– Demonstrate a perfect knowledge of all beverages served in the bar, how beverages are prepared (to recipe) and presented, and how Bar personnel are trained to possess this knowledge and the application of it;
– Ensure compliance with and the proper training of Team Members so that all company Health and Safety, and Fire Regulations and procedures are understood and applied;
– Ensure all Team Members are impeccably presented and adhere to the correct uniform standards;
– Deal with sudden staff shortages through absenteeism and report all absences according to Company Attendance Procedures;
– Complete all necessary administration by company procedures relating to all staff members;
– Maximise revenue and increase average spending per person through upselling, high customer service standards, effective training, and motivational techniques.

Eat Artisanal Bakery (Dubai)
Bar Supervisor (06.2017 — 09.2018)

Responsibilities:

– Assume responsibility for all aspects of coffee production;
– Be capable of completing and overseeing all daily operations of the coffee bars at all locations;
– Oversee all barista employees, including hiring and terminations, performance and pay reviews, job descriptions, and responsibilities, training and continuing education, discipline, and commendation;
– Management of baristas: customer service, preparation and presentation of beverages and information, operational procedures, merchandising;
– Management of back of house operations: payroll, scheduling, ordering, sales and profitability contribute ideas as far as operational flow;
– Be “on-call” with the responsibility to respond to problems or fill in when needed;
– Cultivate a professional, friendly, efficient work environment;
– Lead barista meetings;
– Proactive training staff to maintain and uphold all company and cafe policies;
– Actively work toward creating a superlative cafe experience through customer service, beverage preparation and presentation, in-store marketing, and upkeep of the physical space;
– Ensure all projects and responsibilities are completed in a timely, efficient manner;
– Handle customer complaints with professionalism and tact;
– Schedule: create the schedule, manage time off requests, and ensure the coffee bar is properly staffed;
– Proactively solve problems and make decisions that benefit the cafe and the company at large.

Caffe Nero (Dubai)
Barista (08.2015 — 06.2017)

Responsibilities:

– Determining customers' coffee interests and needs;
– Presenting and explaining the coffee drink menu;
– Preparing and selling coffee drinks according to prescribed recipes and preparation techniques up to company standards;
– Controlling quantity and quality of products for sale;
– Keeping equipment operating by following operating instructions;
– Maintaining a safe and healthy work environment by following organization standards and sanitation regulations.

Grand Admiral Club Resort & SPA
Receptionist (12.2012 — 08.2015)

Responsibilities:

– Checking in and checking out guests in a friendly and caring manner, including groups;
– Escorting guests to the room upon arrival, assisting with their luggage;
– Providing guests with all necessary information about the complex;
– Answering all requests and questions in a friendly and caring manner;
– Helping guests during their staying in the complex (special requests, orders, movement within complex area);
– Coordinating room status updates with the housekeeping department;
– Handling message, mail and parcel addressed to the guests.