Anastasiia

Anastasiia Kuznietsova
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EDUCATION

Bachelor: Personnel Manager/HR, 09/2019 - 07/2023
National University of Food Technologies - Kyiv

Course projects: Motivation of personnel at the enterprise, Effectiveness of organization management, Making
decisions as a component of the management cycle, Management of material resources at the enterprise.
Graduate work: Development of a program for the efficiency of the use of the company’s personnel.

Experience

Customer Service Representative, 05/2024 - 05/2025
Teleperformance Egypt - Cairo

Assisted customers via chat, providing accurate information and timely resolutions.
Handled customer inquiries, complaints, and escalations while maintaining a high level of professionalism.
Achieved and maintained KPIs related to customer satisfaction, quality, and productivity.
Worked collaboratively with team members and other departments to resolve customer issues efficiently.

Quality Analyst, 05/2025 - Present
Teleperformance Egypt - Cairo

Monitored and evaluated customer interactions to ensure compliance with quality standards and company
policies.
Conducted regular chats, and customer cases, providing detailed feedback to agents.
Identified performance trends and quality gaps, recommending corrective actions and improvement plans.
Collaborated with team leaders and trainers to enhance service quality and customer satisfaction.
Prepared quality reports and performance analyses for management review.

Guest Relations, 12/2022 - 05/2023
Sunrise Diamond Hotel

Welcomed and assisted guests throughout their stay, ensuring a high level of customer satisfaction.
Handled guest inquiries, requests, and complaints in a professional and timely manner.
Coordinated with different hotel departments to resolve guest issues effectively.
Maintained positive guest relations and contributed to enhancing the overall guest experience.
Collected guest feedback and reported recurring issues to management for service improvement.

CORE SKILLS
Quality Assurance & Auditing
Customer Experience Management
Performance Evaluation
Problem Solving
Communication Skills
Attention to Detail
Conflict Resolution
Time Management
LANGUAGE
Ukrainian – Native
English – Intermediate
Arabic - Begginer