Каріна

Marchenko Karina
Contact:
[відкрити контакти](див. вище в блоці «контактна інформація») e-mail LinkedIn

Education:
Vinnytsia ESIE ZUNU Vinnytsia - Associate of Science - Accounting And Taxation (Sep 2019 - June 2021)

Сertifications:
Basics of technical support; Bits and bytes of a computer network; Operating systems and you: how to become a
power user; System administration and IT infrastructure services

Languages:
Ukrainian English

Hard-skills:
Active Directory, Oracle, Linux, PowerShell, Figma, IS-Card, MC Excel, Jira, Servise Desk, NLU Omillia, Genesys
Administration, Genesys BM.

Soft-skills:
Technology Support; Self-motivated and highly organized; Ability to quickly memorize a large
amount of information; Team Support

Experience:

JSC Credit Agricole Bank
Team Leader OMNI Customer Support
November 2021 to February 2023

- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Optimised eficiency of employees productivity by administrating and supporting a chatbot based on Genesys and Omilia
systems
- Established and supervised the processes of a team of 8-10 people
- Tested design and functional imrovements of 4 different Internet-Banking platforms
- Optained and analused customer feedbacks to imrove an update schedule for Bank Mobile App, IOS and Android
- Mentored and trained 21 employees

Customer Service Specialist
August 2020 to November 2021

- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Supported the solution of 329 technical issues Initiated the solution of 142 technical issues of the mobile application
- Handled B2C consultations in regards to investing in banking products via email and messengers.

JSC Ukrsibbank BNP Paribas Group
Customer Support Specialist
July 2019 to December 2019

- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Resolved concerns with products or services to help with retention and drive sales (sold approximately 20 banking
products per month)
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive
corrections.