Natali

NATALIA SHEVTSOVA

PERSONAL INFORMATION

Date of Birth: 01.05.1985
Marital Status: Single
Address: Ukraine, Kremenchug
Mobile: [открыть контакты](см. выше в блоке «контактная информация»)
Email: [открыть контакты](см. выше в блоке «контактная информация»)

OBJECTIVES

Enthusiastic and self-motivated specialist with a strong background in customer service and sales. Seeking an
opportunity in a dynamic work environment where I can leverage my skills and contribute to the success of the
team.

PROFESSIONAL EXPERIENCE

Customer Service Agent for Germany and UK (Remote)

DoktorABC/Helfy, Ukraine | 2021 – present

• Respond to customer inquiries via phone, email, and chat, providing accurate information and
resolving issues promptly for both German and UK markets.
• Assist customers with order processing, tracking shipments, and managing returns or exchanges
according to company policies.
• Provide detailed product and service information to help customers make informed decisions.
• Meet and exceed performance metrics such as response time, resolution time, and customer
satisfaction scores.
• Collaborate with other departments, including sales, logistics, and technical support, to ensure
seamless customer experiences.
• Follow company policies and procedures to ensure consistent and professional customer interactions.
• Continuously updated knowledge of products and services to enhance service quality.
Store In Charge / Sales Executive

Forall Middle East / Liu Jo Store, Dubai, UAE | 2015 – 2021

• Managed store operations, including sales, inventory, and displays.
• Achieved monthly sales goals and formulated pricing policies.
• Managed staff schedules and vacations, maintaining operational efficiency and a positive work
environment.
• Provided excellent customer service, promptly addressing and resolving customer concerns and
complaints.
• Handled employment paperwork and assisted in the onboarding of new employees.

Sales Executive

Azadea Group / Mango Touch Store, Dubai, UAE | 2013 – 2015

• Greeted and assisted customers, providing exemplary service and product information.
• Managed cash, check, and credit card transactions, maintaining register accuracy in line with POS
guidelines.
• Consistently met and exceeded sales targets, supporting the store manager in daily operations.

FMCG Sales Representative

The Open Corporation Alter P - Distributor of TM Chumak, Kremenchug, Ukraine | 2011 – 2013

• Built and maintained relationships with new and existing customers.
• Prepared presentations, proposals, and sales contracts.
• Met sales targets, supervised the sales process, and followed up on orders and deliveries.
• Used creative approaches to achieve sales objectives.
• Resolved customer complaints by investigating problems and developing effective solutions.
• Managed merchandising in new and existing stores and followed up on payment collections.
EDUCATION

Bachelor’s degree in management

Kremenchug State Polytechnic University, Ukraine | 2003 – 2007

Austrian Language Diploma B2

VHS Ottakring, Vienna, Austria | 2008

SKILLS

• Technical Skills: Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint),
HTML, CSS, HubSpot (CRM), LiveAgent (CRM), and Back Office systems.

• Languages: Fluent in English; native Russian and Ukrainian; advanced German.

QUALIFICATIONS

• Effective communicator with a proactive approach to problem-solving.
• Results-driven and innovative, with a strong commitment to achieving targets.
• Responsible, adaptable, and dedicated to delivering exceptional customer service.
• Passionate about personal and professional growth, with a focus on continuous
improvement.