Ирина

Iryna Dovholutska
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Personal Profile

I am a highly motivated and enthusiastic individual with a keen interest to work in your company. I have excellent interpersonal skills and can effectively communicate with both colleagues and customers. I am highly organized with the ability to work on my own or as part of a team and can work on multiple tasks delivering quality work with excellent attention to details. I have proven skills as customer support, communication with clients, employing employees for the company and providing them with training. I have an excellent understanding and a passion for results.

Education

Kyiv National Linguistic University 2011 - 2014

Key Skills

• Excellent time management skills as well as hardworking and team player
• Proven planning and organization skills with the ability to multitask
• Excellent organizational and communication skills including face to face and over the phone and as a team leader
• Exceptional CRM, JIRA skills

PROFESSIONAL EXPERIENCE

Customer Support Representative
Rakuten Viber
March 2020 – October 2022

Provide top-tier customer service through email, and live chat, addressing customer concerns, troubleshooting issues, and answering product-related questions.

Utilize CRM systems to track, manage, and follow up on customer interactions, ensuring timely resolution of issues.

Collaborate with cross-functional teams (technical support, sales, product) to escalate complex issues and improve overall customer experience.

Customer Service Agent
Nextiva

December 2022 – June 2023

Answered and resolved inbound customer calls related to billing, order tracking, and service inquiries, ensuring efficient and accurate solutions.
Delivered personalized product recommendations and solutions to customers based on their needs, improving sales and customer satisfaction.
Conducted follow-up calls to ensure continued customer satisfaction and address any unresolved issues.
Assisted in maintaining and updating the customer database, ensuring accuracy and efficiency.

Customer Service Agent
Vinted

June 2023 - September 2024

Provide top-tier customer service through email, and live chat, addressing customer concerns, troubleshooting issues, and answering product-related questions.

Utilize CRM systems to track, manage, and follow up on customer interactions, ensuring timely resolution of issues.

Collaborate with cross-functional teams (technical support, sales, product) to escalate complex issues and improve overall customer experience.

Sales Representative/ Team lead
Astral Group

January 2018 - March 2020

Managed group of 15 people.
Train and mentor new customer support agents, assisting with onboarding and knowledge sharing.
Tracking sales and making sure there's no chargeback risks.

Hobbies and interest

I like reading, watching movies and fitness. I consider myself a logical problem-solver and feel satisfied fixing issues with friends, family and work. I also like to cook and photography.

References: available on request