Анастасія

ANASTASIIA BUKHNO
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[открыть контакты](см. выше в блоке «контактная информация») · Linkedin · Telegram: @Bukhnosha

I am a dedicated Customer Support Team Lead with a passion for building the perfect team and
delivering exceptional service to client. I am skilled in multitasking, have excellent
communication abilities, and eager to tackle challenges in a fast-paced work environment.

EXPERIENCE
AUGUST 2019 – JULY 2021
CUSTOMER SUPPORT TEAM LEADER, GLOVO
I worked as a chat support agent for 6 months, and I also have 18 months of experience
as a team leader. As a team leader, I analyzed the results of my team, created action
plans, also wrote out the procedures, in addition, I monitored the performance of the
project and my team, also, kept reports on the project.

FEBRUARY 2022 – SEPTEMBER 2022
CUSTOMER SUPPORT TEAM LEADER, LIME
As a team leader, my responsibilities included weekly and monthly reporting on the
results of my team to the Head of customer support, also, I was engaged in QC work,
namely, I analyzed and evaluated the quality of the work of agents on the line and held
weekly feedback and team meetings with agents. In addition, dealt with the issues of
remuneration of agents – namely, checking productivity, checking monthly tasks for
agents, and did salary reporting for agents.

SEPTEMBER 2022 – OCTOBER 2022
PROJECT MANAGER, PLANTIN
As a project manager, I set up a support team from scratch. I created and collected
statistical data, created KPIs, and created a knowledge library where I prescribed all the
procedures. In addition to that, I created training for new employees and dealt with
recruitment. I monitored the performance of the project, and, kept reports on it. My
responsibilities included weekly reporting on the results of my team to the CEO.

NOVEMBER 2022 – NOW
CUSTOMER SUPPORT TEAM LEADER, UNDISCLOSED COMPANY

My responsibilities as a customer support team lead included:
- Team Management: Overseeing a team of customer support representatives,
including hiring, training, and performance management.
- Setting Objectives: Establishing clear goals and key performance indicators
(KPIs) for the team and individuals to ensure they align with the company's
overall customer service objectives.
- Quality Assurance: Monitoring and evaluating the quality of customer
interactions to ensure high standards of service are maintained. This includes
regular feedback, coaching, and improvement plans for the team.
- Handling Escalations: Assisting in resolving complex customer issues and
escalations that require managerial attention.
 - Reporting and Analysis: Generating and analyzing reports on team performance,
customer feedback, and key metrics.
- Process Improvement: Identifying inefficiencies or areas for improvement in the
support process and implementing strategies to enhance overall customer
satisfaction and operational effectiveness.
- Cross-Functional Collaboration: Working closely with other departments, such
as product development and marketing, to convey customer feedback and
ensure a consistent customer experience.
- Customer Relationship Management: Fostering strong relationships with
customers, ensuring their needs are met, and handling VIP or strategic accounts
to maintain customer loyalty and retention.
- Adapting to Change: Keeping up with industry trends, new technologies, and best
practices in customer service to continuously improve team performance and
service delivery.

EDUCATION
SEPTEMBER 2018 – JUNE 2022
BACHELOR`S, KYIV NATIONAL ECONOMIC UNIVERSITY
Got a bachelor's degree in international economics.

SEPTEMBER 2019 – FEBRUARY 2024
BACHELOR`S, STATE UNIVERSITY OF TRADE AND ECONOMICS
Got a bachelor's degree in international law.

SKILLS
• PC user: MS Office, Google services; • Proficiency in office equipment (scanner,
• Jira, Zendesk, Atlassian; Property printer, fax)
Management Systems (Opera) • Business communication skills; Literate
• Experience in organizing the work of the oral and written speech;
staff of the company; • Skills to work with clients; Ability to work
• Skills to conduct training and seminars; in a team;
• Ability to work in a multitasking mode; • Ability to work with large amounts of
• Experience in maintaining personal information
records; • Ability to find an individual approach to
• Ability to competently plan time; each client;
• Skills to create and conduct • Hotel management;
presentations; • Team management;
• Leadership, Administrative experience; • Managing remote teams;
• Hospitality, Hotel experience; • Team motivation.
• CRM;
• Sociability;

ADDITIONAL INFORMATION
Languages:

• English – Advanced, C1;
• Ukrainian – Native;

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