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Опыт работы

Customer service manager

с 02.2025 по 04.2025 (2 месяца)
Premier Source, Remote (Auto business and auto service)

Initiating Customer Contact:
- Respond to incoming inquiries from potential customers via phone, email, or chat.
- Provide information about products or services to gauge customer interest.

Qualifying Customers:
- Conduct thorough assessments to determine if the customer meets the necessary criteria for the product or service.
- Ask relevant questions to gather information about the customer's needs, preferences, and financial situation.

Data Entry and Management:
- Accurately enter customer information and qualification data into the customer relationship management (CRM) system or relevant databases.
- Maintain records of customer interactions and follow-ups.

Explain Processes:
- Clearly outline the qualifications and requirements for different products or services.
- Inform customers about the next steps in the qualification process, including any required documentation.

Problem Resolution:
- Address any concerns or issues raised by potential customers during the pre-qualification process.
- Provide solutions or alternative options if the customer does not meet qualifications.

Follow-Up:
- Following up with customers who have shown interest but have not completed the qualification process.
- Reminding customers of deadlines or necessary actions to take.

Collaboration with Sales Team:
- Work closely with the sales team to identify high-quality leads and ensure smooth handovers of qualified prospects.
- Provide feedback on customer interactions and common barriers to qualification.

Reporting:
- Prepare reports on customer interactions, qualification metrics, and potential areas for improvement based on customer feedback.
- Track and analyze data to improve pre-qualification processes.

Customer Education:
- Educate potential customers about industry standards, best practices, and company policies related to qualification.

Continuous Improvement:
- Staying updated on new products, services, and industry trends to provide accurate and relevant information to customers.
- Participating in training sessions and workshops to enhance customer service skills and product knowledge.

Customer support representative

с 01.2024 по 12.2024 (11 месяцев)
Healthy Nutrition Group, Київ (Роздрібна торгівля)

Assisting with Sales and Upselling:

Engaging with customers to understand their needs and preferences, and recommend products or services that align with their goals.
Utilizing effective sales techniques to upsell or cross-sell additional products or services, maximizing revenue opportunities and enhancing the customer experience.
Collaborating with the sales team to identify opportunities for upselling and providing support in closing sales transactions.

Development and Implementation of Customer Service Policies and Procedures:

Contributing to the development and refinement of customer service policies and procedures to ensure consistency, efficiency, and effectiveness in service delivery.
Working closely with management and cross-functional teams to identify areas for improvement and implementing solutions that enhance the overall customer experience.
Regularly reviewing and updating customer service guidelines and protocols to address evolving customer needs and market trends.

Participation in Ongoing Training and Development:

Actively participating in training sessions, workshops, and other learning opportunities to enhance your knowledge and skills related to company products, services, and policies.
Staying up-to-date on industry trends, best practices, and emerging technologies in customer service to continuously improve your performance and effectiveness in the role.
Sharing insights and learnings with team members to foster a culture of continuous improvement and innovation within the organization.

Providing Feedback to Management:

Collecting and analyzing customer feedback, complaints, and suggestions to identify areas for improvement in the customer experience journey.
Regularly communicating feedback and insights to management, providing actionable recommendations for enhancing service quality, efficiency, and customer satisfaction.
Collaborate with cross-functional teams to implement changes and initiatives aimed at addressing customer feedback and improving the overall customer experience.

Human Resource Manaer

с 10.2022 по 12.2023 (1 год 2 месяца)
Digi and Friends, Remote (Design)

•Conducted interviews for people eligible to be employed
•Sent emails to leads encouraging them to apply for vacant positions
•Assisted lead in making documentations for contracts
•Made outbound calls to lead eligible to be employed
•Provided external support for leads with issues and inquiries
•Provided support for onboarding and training of leads
•Provided conflict resolution approaches to workers
•Entered and updated leads information on C.R.M database
•Bridged Management and employee grievances by addressing demands from both parties
•Developed and implemented H.R strategies and initiatives associated with company’s policies
•Oversaw and managed performance appraisal system that drives high performance
•Assessed training needs to be implemented and monitored training programmes

Administrative assistant

с 02.2018 по 11.2022 (4 года 9 месяцев)
ICRISAT (International Crops Research Institute for the Semi-Arid Tropics), Remote (Non-profit and charitable organizations)

• Assisted the Country representative to coordinate various projects, trainings and workshops .
• Assisted the Administrative officer in booking flights, processing of support documents needed for official trips
• Followed up with f light reservations on resale of tickets that were not used
• Kept financial records of various spending activities and serving as an intermediary between accountant and suppliers.
• Conducted financial and budget reviews and analyses in conjunction with the Administrator and accountant to achieve

Customer support representative

с 10.2016 по 01.2018 (1 год 3 месяца)
Jerab Limited, Remote (Transportation and logistics)

Handled customer inquiries via email and chat, made phone calls, emails, and other forms of communication, gave prompt answers to customer questions.

Provided knowledgeable help to customers and went the extra mile in providing the correct details to customer queries.

Adhered to Service Level Agreement (SLA) deadlines in resolving customer complaints quickly and effectively.

Collaborated with internal stakeholders such as the product and payments team for faster resolutions.

Identified and escalated customer requests to managers when there’s a complex issue.

Assisted customers with billing inquiries and problems, including resolving issues and answered questions related to their bills

Tracked and resolved customer issues using computer software applications such as CRMs and DMSes

Identifyied and solved problems with customer orders or service requests

Explained new or existing products or services to customers via phone, email, or live chat sessions

Entered orders into an order management system or other software application used by the company

Followed up with customers to ensure that they are satisfied with the resolution to their issue

Образование

KYIV NATIONAL UNIVERSITY OF ECONOMICS & TRADE.

Department of economic theory and competitive policy, Київ
Высшее, с 2011 по 2015 (4 года)

was made to understand different economic theories, such as supply and demand, market structures, and macroeconomic concepts, essential for analyzing and interpreting economic phenomena. Familiarity with different economic models allows economists to make predictions and evaluate policies.

Знания и навыки

• Stress resistance
• Management of CRM
• Communicability
• Active sales
• Sale of banking products
• Cold sales
• Sale of real estate
• Educability
• B2B Sales
• Direct sales
• Sale of medical products
• Asana
• Slack
• MS Excel
• MS Office
• Adobe Photoshop
• Handling objections

Знание языков

• Английский — продвинутый
• Украинский — начинающий
• Французский — средний

Дополнительная информация

I am a highly enthusiastic and very motivated individual, with a high ability to work under pressure and learn new things.

I am excited to contribute my skills and knowledge to a dynamic and forward-thinking company with the desire to touch lives positively.

You can reach me on Telegram at Esty Luv or by email at [открыть контакты](см. выше в блоке «контактная информация»)

I look forward to discussions on how we can make the World a better place