Контактная информация

Соискатель указал телефон , эл. почту и Facebook.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/18219060/

Опыт работы

Sales Manager

с 02.2022 по 06.2022 (5 месяцев)
Паперовий Еко Світ, Дистанційно (Лісова промисловість, лісообробка)

> Identified and acquired new B2B clients for eco-friendly paper products, including paper bags, office paper, and paper cups
> Managed the full sales cycle: initiating contact via phone/email, evaluating client needs, presenting product options, and negotiating pricing
> Facilitated smooth deal execution by coordinating cross-functional collaboration between Legal, Production, and Executive teams
> Oversaw logistics and delivery timelines, ensuring on-time shipping and smooth client onboarding
> Responded to client feedback and resolved challenges proactively, enhancing customer satisfaction and securing long-term commitment

Customer Service Team Lead

с 11.2021 по наст. время (4 года 8 месяцев)
5CA, Дистанційно (Телекомунікації, зв'язок)

> Led a 15-member customer support team, consistently meeting & exceeding performance targets by 10-15% through structured coachings
> Designed and executed Performance Improvement Plans (PIPs) for underperforming agents, leading to their CSAT and Productivity improvements
> Managed customer support operations using Helpshift, Salesforce, and other CRMs, leveraging PowerBI analytics to track KPIs and optimize workflows
> Maintained detailed SOPs and training materials, improving onboarding time for new agents
> Provided agents with necessary access to relevant systems and tools, and guided them through established processes

Team Lead and Customer Support Agent

с 05.2020 по 11.2021 (1 год 7 месяцев)
ССС powered by Telus International, Інші країни (Телекомунікації, зв'язок)

> Analyzed KPIs for a team of 10+ agents, identifying performance gaps and implementing personalized coaching plans
> Cultivated a collaborative team culture, increasing employee engagement with morale-boosting initiatives during pandemic
> Compiled and submitted weekly performance reports on ticket resolution times, queue trends, agent efficiency, quality and productivity, as well as player feedback
> Acted as one of the POCs between the client and support teams, ensuring compliance with SLAs to maintain high client satisfaction
> Partnered with QA, T&D, Data and other teams to improve our processes and workflows
> Delivered comprehensive performance reports for senior management, leveraging PowerBI dashboards to highlight trends and propose improvements

Образование

Sofia University “St. Kliment Ohridski”

Cultural Liaisons and Geopolitics of the EU, Інші країни
Неоконченное высшее, с 2019 по 2022 (3 года)

Львівський національний університет ім. І. Франка

Міжнародні відносини та дипломатична служба, Львів
Высшее, с 2015 по 2019 (4 года)

Дополнительное образование и сертификаты

Erasmus Exchange Studies in Vilnius, Lithuania

2018-2019, 5 місяців

Знания и навыки

• Комунікабельність
• Ведення CRM
• Управління командою
• Дисциплінованість
• Висока працездатність
• Тайм-менеджмент
• KPI Management
• Уміння аналізувати
• MS Office
• Урегулювання конфліктів
• Водійські права кат. B
• MS Power BI
• Jira
• Slack
• Zendesk
• Користувач Salesforce
• Tableau
• Microsoft Dynamics CRM
• MS PowerPoint
• Стресостійкість

Знание языков

• Английский — продвинутый
• Украинский — свободно
• Немецкий — начинающий

Инвалидность

Третья группа.