Olha

Olha Arroyo
CUSTOMER EXPERIENCE SPECIALIST

Skills: [открыть контакты](см. выше в блоке «контактная информация») Germany
Leadership Linkedin [открыть контакты](см. выше в блоке «контактная информация»)
Communication Skills
WORK EXPERIENCE
Data Analysis
AUTODOC | Customer Experience Specialist |DE|
Effective Time Management
Apr. 2021 - Jan.2024
Metrics & Monitoring Project Development and management of e-mail templates for the Contact Center.
Management Quality CRM Administration: Managed customer systems.
Assurance Development of scripts for video tutorials for AUTODOC Help Centre
Knowledge base: create and regularly update customer service articles,
Team Work
instructions, and manuals to improve the quality and efficiency of the CC
Technical Proficiency operations
Voice of the Customer Crafted response templates for online chat interactions.
CX Metrics: Measured and optimized customer experience.
Data Analysis: Leveraged data insights for strategic decisions.
Customer Journey Mapping: Mapped out end-to-end interactions.
Process Improvement: Streamlined workflows.
Office Productivity: Project Management: Led cross-functional initiatives.
Microsoft Office (MS) AUTODOC | Customer Service Supervisor |UA|
Notion Nov. 2019 - Apr. 2021
Project Management Led and managed a high-performing call center team.
Jira Optimized time management for efficient operations.
Monitored performance metrics to drive excellence.
Confluence
Developed and trained team members.
CRM: Conflict Resolution
Zendesk Quality Assurance
Genesys
Data Analysis: AUTODOC | Customer Service Representative |UA|
Jul. 2017 - Nov. 2019
Power BI
Managed customer interactions, resolving inquiries and issues.
Whiteboarding: Skilled in conflict resolution and teamwork.
Miro Ensured high-quality service delivery.
Programming: Multitasking
Python Adaptability
Proficient in engaging and managing B2B and B2C client
relationships with excellence.
Time management

EDUCATION
Languages
Lviv Specialised School No. 5 (English)
English - Advanced 2001 — 2011
Spanish - Intermediate Certificate in interpreting scientific and technical literature
German - Intermediate Bachelor, Lviv Polytechnic National University
Ukrainian - Native
Russian - Second lanuage 2011 - 2016
Documentation and information activities

CERTIFICATION

Hillel IT School | Python Basic| November 2023
Hillel IT School | Product Managment| March2024