Марія

MARIIA DROBINA
Customer Support TeamLead

Experience
July 2020 - Present
NDA
Head of CS Section
[открыть контакты](см. выше в блоке «контактная информация») Supervising two international Teams located in Ukraine & Georgia;
Ensuring quality assistance by managing Shift managers' teams, Trainer teams,
Mentoring & monitoring newcomers, onboarding;
[открыть контакты](см. выше в блоке «контактная информация») Conducting strategic sessions with Brand Managers to meet the goals of brand
awareness;
Baltiiskyi Lane 5, Kyiv, Ukraine Overseeing internal procedures and implementing new ideas to improve CS assistance;
resolution of high-risk issues like international payments, external providers, and
services;
Constant collaboration with cross-functional Teams to meet the company's short &
long-term goals;
Substituting Shift managers upon Higher management requests
Working as an integration manager due to the company's expansion in Georgia;
Managing Teams' Schedules.
EDUCATION Conducting training for Shift managers upon promotion;
Setting the annual and monthly goals for the teams and controlling their realization;
2015 - 2020
Bachelor of Technical Oct 2019 - July 2020
Translation NDA
Ivano-Frankivsk National Shift Manager
Managing Customer Support Team of up to 10 representatives;
Technical University of Oil &
Helping to resolve advanced customers' inquiries: Fraud notices, Chargebacks,
Gas Refund requests, and Identity thefts according to the company's instructions;
Cooperation with the Account Managers' Department to ensure the satisfaction
2023
of the VIP clients;
Google Project Management Interaction with IT, Finance Teams to resolve any technical issues to remove the
Professional Certificate roadblocks for CS Team;

March 2019 - Oct 2019
NDA
PROFICIENCY Customer Support Representative
Delivering exemplary customer support via different communication
OTRS Services;
channels, including telephone calls, email correspondence, and online chats;
Notion;
Assana; Validating customers' information, updating information in the CRM if
Jira; needed; in case of mismatch - contacting supervisor for further assistance;
OKTA; Redirecting customers' inquiries to the relevant departments;
Tawk.to; Upselling the company's product in any possible way;
Smartico; Meeting the company's requirements in terms of quantity & quality.
Trello;
MS Office; VPN services; Apr 2018 - March 2019
VoIP;
AlexEducation l Beijing, China
SysPass;
Payforme; English Tutor
Rocket/ Slack Creation of interactive and engaging lessons for preschool children
Implementation of the English language learning methodologies
LANGUAGE Teaching English in Beijing pre-school (3-8 years old)
Later: assistance to the Ukrainian citizens with documents, facilitating adaptation,
training new employees on how to find the job

English - C1
Reference
Ukrainian - native
Can be provided upon request
Polish - A2