Марія

Mariia Kliuieva
Lviv, Ukraine
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Customer Support / Care Manager | Live Chat & International Clients
Customer-focused professional with over 7 years of experience in customer support, call centers, banking, and international order management. Skilled in handling live chat and email inquiries, resolving client issues, processing orders, and working with CRM systems. Fluent in English (B2+), proactive, detail-oriented, and capable of maintaining a friendly and professional tone of voice with clients.

Professional Experience
Customer Support & Sales Specialist (Call Center Experience)
MTS | Idea Bank | Vega
October 2013 – October 2015
• Provided live chat, phone, and ticket support to customers
• Consulted clients on banking products (credits, deposits, insurance) and telecom services
• Resolved customer issues quickly and escalated technical requests when needed
• Maintained a friendly and professional tone while assisting clients
• Worked with CRM systems and followed service quality standards

Client Manager
PrivatBank
December 2015 – March 2016
• Supported clients via phone and self-service terminals
• Provided guidance on banking products and services
• Handled inquiries and minor complaints efficiently, maintaining customer satisfaction

Business Order Administration Specialist
Nestlé Business Services
July 2018 – 2026
• Processed and managed online orders for international customers
• Handled email inquiries and requests regarding orders, returns, and data updates
• Collaborated with internal teams to ensure timely resolution of issues
• Maintained accurate records and followed CRM procedures
• Consistently met KPIs and supported process improvements

Education
Mariupol State University
Bachelor’s Degree in International Economics
2007 – 2011
Donetsk National University
Professional Diploma in International Economics
2011 – 2012

Key Skills
• Live Chat & Ticket Support
• Customer Issue Resolution & Escalation
• CRM Systems & Order Management
• Email Communication with International Clients
• Friendly & Professional Tone of Voice
• Problem-Solving & Quick Decision Making
• KPI / SLA Compliance
• Remote Work & Self-Management

Languages
• Ukrainian — native
• Russian — fluent
• English — B2+ (advanced for communication)
• Polish — B2+ (advanced for communication)
• Spanish — basic
• Icelandic — basic (currently learning)

Computer Skills
CRM systems, MS Word, Excel, PowerPoint, Outlook, Internet tools, ChatGPT

Personal Qualities
Friendly, proactive, attentive, stress-resistant, detail-oriented, eager to find creative solutions for clients.