Snizhana

Snizhana Zayats
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Customer Experience Specialist
E-commerce Client Support | Quality Assurance | Knowledge Base Documentation
Collaborative, results-oriented, well-organized B2B customer service professional with two years of
experience in store integration problem solutions. Ability to monitor performance metrics,
summarize data-driven, report critical service issues, and identify the areas for improvement.
Expertise in escalation management, knowledge base creation, and quality assurance procedures.

WORK EXPERIENCE
OpsTalent – Wroclaw, Poland 11/22- PRESENT
Senior Customer Support Representative
• Made 90% productivity on average; decreased the rate of reopened tickets by 25%; evaluated
hundreds of JIRA’s; reduced the number of unnecessary escalations by 20%.
• Supported thousands of business clients via email and live chat: rectified a number of complex
issues, coached on store integration processes including e-commerce and direct API integration, and
educated on the company policy and procedures.
• Created a comprehensive knowledge base and training materials for customer support; assisted in
developing and organization of Help Center materials for the clients.
• Tested new quality assurance procedures; improved expertise in troubleshooting software and
network-related issues.
• Trained 15 new employees to ensure a seamless onboarding process; monitored new joiners'
working process.
• Collaborated with cross-functional teams to resolve escalated customer cases, providing effective
communication and timely updates to the customers.

WHISKEYINTHEJAR LTD – Poznan, Poland 06/21-10/21
Restaurant Server
• Served food and alcoholic beverages to 100+ patrons per shift ensuring they were promptly taken
care of and satisfied
• Memorized 50+popular and custom cocktail recipes, dozens of whiskey, bourbons, and vines in order
to give quality recommendations to guests
• Handled and processed 15,000+zł in transactions per shift including credit. debit and cash payments
• Trained 10 new joiners by walking them through the restaurant policy and familiarizing them with
excellent customer service
• Maintained a clean, organized, and well-stock restaurant area
H&M– Poznan, Poland 10/20-05/21
Assistant Team Lead
• Provided training, coaching, and supervision to all team members
• Monitored team member productivity and overall performance efficiency
• Applied Quality Assurance procedures relating to inventory accuracy and flawless product condition
• Worked as the middleman between management and workers to facilitate good communication

EDUCATION
Uniwersytet im. Adama Mickiewicza w Poznaniu – Poznan, Poland
Student Exchange Program " MOST"
Applied Linguistics: French and Arabic Languages, October 2019
Nicolaus Copernicus University – Torun, Poland
Applied Linguistics: French and Arabic Languages, October 2016
Nicolaus Copernicus University – Torun, Poland
English Philology, October 2015

PROFESSIONAL SKILLS
• Highly analytical, research and summarizing skills.
• Strong collaborator with excellent communication and interpersonal skills
• Outstanding organizational, troubleshooting, and problem-solving abilities.
• Fast learner and ability to quickly adapt to new tools, processes and information

AWARDS AND HONORS
Outstanding Customer Service Award – OpsTalent

Recognized for outstanding service to clients 12/2021

Organizations
• Work And Travel USA (06/2017 – 09/2017)
• Work And Travel USA (05/2018 – 09/2018)

LANGUAGE COMPETENCIES
• Ukrainian: native or bilingual proficiency
• Russian: native or bilingual proficiency
• English: full professional proficiency
• Polish: full professional proficiency
• French: elementary proficiency