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Опыт работы

Customer Support Manager

с 01.2018 по 10.2019 (1 год 10 месяцев)
Business Unicum, Kyiv (Public and business services)

Handle customers' concerns and requests received via Omni-channel support (emails, live chat, and calls) to ensure customer satisfaction;
Efficiently managing executors by safeguarding the delivery of the product and its basic instruction following;
Building sustainable relationships of trust with a customer through open and interactive communication;
Notate tickets thoroughly and properly in CRM. Keep support metrics in the sufficient range;
Make courtesy calls to clients as per company policy;
Achieving OKRs and KPIs set by Team-Leader;
Communicate all relevant details of work assignments to service technicians to ensure proper execution;
Co-operate with financial, technical and content departments on requests that require further investigation;
Work with a significant amount of information and be able to explain major points clearly;
Stay in high spirits all shift long;
Following and attaining objectives per personal development plan;
Bug-reporting and CRM optimization suggestions;
Full coverage of incoming workloads and customer maintenance;
Following communication procedures, guidelines and policies;
Cooperate over mutual projects with all team members;
Stay in high spirits all shift long;
Building the internal FAQ for future customer support team;
Performing additional tasks, solving different issues which might arise;
Provide customer support and address escalation issues via helpdesk;
Provide full-time email support;

Customer Support Manager

с 05.2016 по 07.2018 (2 года 3 месяца)
US Advert, Киев (Consulting, accounting and auditing)

1) Accept and dispatch maintenance requests;
2) Schedule service appointments with residents;
3) Handle emails, take inbound and place outbound calls;
4) Make courtesy calls to residents to reconfirm our scheduled appointments;
5) Handle customer concerns and requests for information in an expeditious and professional manner;
6) Maintain high compliance to dispatch standard operating procedures;
7) Communicate all relevant details of work assignments to service technicians to ensure proper execution;
8) Direct and monitor daily assignments;
9) Assign work and schedule technicians;
10) Update information on the computerized work order management software programs;
11) Interact and cooperate with clients and colleagues from the US office on the daily basis;
12) Plan daily routes and itineraries for technicians;
13) Providing customers with on-time and quality support via chat, phone, and email;
14) Working with orders: accepting inquiries, processing them, tracing their progress

Customer Support Representative

с 09.2011 по 05.2013 (1 год 9 месяцев)
NATURE SUNSHINE PRODUCTS, Запорожье (Wellness)

1) Introduction customer support available, coordinating orders, entering all the necessary data in the database;
2) Provision of Advisory services offers the company's clients via phone, email to sales (150+ calls per day);
3) Increase prof qualification, taking part in sales training (online/offline);
4) Training new team members (meetings / conferences/trainings);
5) Provide customer support service (research, KYC);
6) Up-selling/cross-selling;
7) Working with rejections

Образование

Kurchinina Academy

CGI / 3D Design & Poligraphy. Modelling Interior & Exterior (high-poly scenes), Запорожье
Высшее, с 2012 по 2014 (2 года)

Zaporizhia National Technical University

Master of Science: Electromechanical engineering, Запорожье
Высшее, с 2011 по 2016 (5 лет)

High School Diploma: Zaporizhian collegium "ELINT"

Запорожье
Среднее, с 2007 по 2011 (4 года)

11 years of high school education with intensive and integrated Math program (from 9th form).

Дополнительное образование и сертификаты

BIONIC LEADERS SCHOOL

2014

UNIVERSITY ADVANCED ENGLISH COURSES

2007-2011, 5 лет

Знания и навыки

• MS Excel
• MS Office
• MS Word
• MS PowerPoint
• CRM
• Zendesk
• Mathcad
• Fast typing
• Google
• Zoiper
• Adobe
• MS Project
• Google Search Console

Знание языков

• Английский — продвинутый
• Итальянский — средний
• Украинский — свободно
• Испанский — начинающий
• Арабский — начинающий

Дополнительная информация

ADDITIONAL SKILLS AND EXPERIENCE:

1) Advanced knowledge of English (BrE/AmE);
2) Strong communication skills;
3) Previous experience in Customer Services (support, sales) – US/EU/AU/CA markets;
4) Stress resistance, ability to work in a high-loaded atmosphere;
5) Time-management skills;
6) Experience in handling instructions of the Director (CEO);
7) Experience with multitasking, able to work under pressure;
8) Attentive to details, accurate, responsible, able to accurately follow written or verbal instructions;
9) Sales experience;
10) Professional skills of 3D modelling & rendering – interior & exterior (high and low poly objects);
11) Sociable / respect the chain of command and business etiquette, clear speech, and diction;
13) Morning, day and night shifts acceptable;
14) Confident PC user / fast typing;
15) Highly organized and self-disciplined;
16) The initiative has a strong desire to work;
17) Not afraid of asking questions and share the ideas;
18) Able to understand clients' issues, questions and figure out the best fit solution;
19) Capable of working under pressure and handling clients with a negative attitude;
20) Effectively set up goals and achieve their implementation;
21) Fast learner and flexible for changes;
22) Systematize all things I meet on my way – can't stand disorganization, have got the ability to arrange “the chaos on the shelves”;
23) Use analysis and critical thinking (handling simultaneous procedures);