Лілія

Lily-Maria Makar Phone:
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LinkedIn Email:
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Summary

My passion for helping people and my dedication to delivering top-notch customer experiences have been the
driving forces behind my career in customer support. Throughout my professional journey, I have honed my
communication skills, problem-solving abilities, and empathy to effectively address customer inquiries and
concerns. I thrive on turning challenges into opportunities to exceed customer expectations.

Skills

● Native spoken and written Ukrainian ● Communicative and open
● Fluent spoken and written English (C1+) ● Kind and patient while interacting with customers
● Zendesk / Freshdesk ● Team-oriented player
● Google suite / Microsoft 365 ● Experience with various CRMs systems
● Atlassian Jira and Confluence ● Slack / RocketChat / Microsoft Teams / Zoom
● Resilient under pressure and stress ● Salesforce
● Experience working along Product owners ● AWS Management Console

Work experience

Wow 24/7, Lviv, Ukraine – Senior Customer Support Agent
February 2020 – Present

● First Level Customer Support Agent via calls, email and chats
● Communicating with product owners and their representatives
● Reviewing agents performance
● Managing monthly quality checks
● Creating statistics data of customer interactions
● Creating knowledge base and training plans
● Leading onboarding process for new hires
● Gathering feedback from product owners and solving potential issues
● Leading weekly meetings with product owners
Miniso, Lviv, Ukraine – Retail Sales Consultant
February 2019 – February 2020

● Interacting with customers
● Inventory Management
● Staff training and development
● Visual Store Audits

Dutchstar, Lviv, Ukraine – Middle Customer Support Agent
October 2018 – February 2019

● First Level Customer Support Agent via calls, email and chats
● Managing Airbnb accounts on Booking.com
● Check in and Check out customers
● Communicating with Airbnb owners