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Опыт работы

Relations Success Coordinator

с 04.2025 по наст. время (4 месяца)
EasyHaul.com, Житомир (Автобізнес та автосервіс)

Establish and maintain strong relationships with customers, carriers, and EH Teams through regular communication (phone calls, emails, chats, and meetings).
• Proactively identify potential issues and address them promptly to prevent escalations.
• Conduct regular checks on customer satisfaction via email, text, and calls to gauge customer needs and feedback.
• Monitor major ratings platforms (Yelp, TrustPilot, Google Maps, Facebook) to track progress and identify areas for improvement.
• Conduct weekly competitor rate checks to ensure competitive pricing for the company.
• Increase customer satisfaction by providing alternative options/routes, decreasing pick up time, and addressing any/all customer concerns.
• Monitor EasyHaul website to ensure customer satisfaction is high, flow to place orders is smooth, and to decrease amount of calls from customers.
• Communicate effectively with all teams and Coordinators to ensure efficient resolution of customer complaints, needs, and provide necessary updates.
• Provide feedback to team members about customer concerns, feedback, or escalations along with effective resolutions (or steps needed to take) for each case.
• Collect feedback with customers and carriers post-delivery + obtain positive reviews (and fix/improve any negative experiences or feedback).
• Generate weekly reports on number of reviews collected, ratings on each major platform, and any escalations (as well steps for resolution) with customers or carriers.
• Present recommendations as needed to optimize operations, tasks, structure, reviews, and procedures.

Customer Support Manager

с 06.2023 по 01.2025 (1 год 7 месяцев)
EasyHaul.com, Житомир (Автобізнес та автосервіс)

Assists online customers with questions, difficulties and problems, website navigation, order tracking via e-mail, phone, chat, etc. as needed. Manage customer support by receiving, analyzing and validating customer needs. Act as a representative of EasyHaul to ensure a positive customer experience. Invoicing, analyze data to identify insights that can improve logistics processes, financial reporting, addressing escalations with customers. Other duties as assigned.
Achievements: increasing the level of the average margin from an order by 2.78 times in 8 months.

Senior Customer Support Agent

с 06.2022 по 05.2023 (11 месяцев)
EasyHaul.com, Житомир (Транспорт, логістика)

Assists online customers with questions, difficulties and problems, website navigation, order tracking via e-mail, phone, chat, etc. as needed. Manage customer support by receiving, analyzing and validating customer needs. Act as a representative of EasyHaul to ensure a positive customer experience. Other duties as assigned.
Achievements: increasing the level of the average margin from an order by 2.56 times in 9-10 months. Promotion in the process of work to a pre-management position (If my supervisor is absent, I take over his duties that directly relate to my work).

Customer Support Agent

с 09.2021 по 05.2022 (8 месяцев)
EasyHaul.com, Житомир (Автобізнес та автосервіс)

Assists online customers with questions, difficulties and problems, website navigation, order tracking via e-mail, phone. Act as a representative of EasyHaul to ensure a positive customer experience. Other duties as assigned.

Менеджер

с 02.2021 по 06.2021 (4 месяца)
ТОВ Ледмарк, Житомир (Оптова та роздрібна торгівля світлодіодною продукцією)

Переговори з постачальниками, клієнтами. Пошук клієнтів, прорахунки освітлення під проект

Промоутер

с 10.2020 по 12.2020 (2 месяца)
ТОВ Грін Пауер, Житомир (Оптова та роздрібна торгівля світлодіодною продукцією)

Просування продукції виробника, в полі продажів

Промоутер

с 07.2020 по 10.2020 (3 месяца)
Enerlight, Житомир (Оптова та роздрібна торгівля світлодіодною продукцією)

Просування продукції виробника, в полі продажів

Продавець-консультант

с 07.2017 по 01.2020 (2 года 6 месяцев)
ТОВ Олді Житомир, Житомир (Роздрібна торгівля будівельними матеріалами)

Консультація покупців, продаж керамічної плитки, відпуск товару за чеком, прийом та розстановка товару по місцям

Образование

УДФСУ

Економіка, Ірпінь
Высшее, с 2019 по 2020 (1 год 3 месяца)

ЖДУ ім. І. Франка

Історичний, історія, Житомир
Высшее, с 2013 по 2017 (3 года 9 месяцев)

Вчитель історії

Знания и навыки

• Адаптивність
• Ведення онлайн-чатів
• Вхідна лінія
• Багатозадачність
• CRM
• Швидкий набір тексту
• Перша лінія підтримки
• Ведення CRM
• Комунікабельність
• Прийом вхідних дзвінків
• Jira

Знание языков

• Английский — продвинутый
• Украинский — свободно

Дополнительная информация

Proactive, many years of experience in problems/conflicts solving/anticipating, open-minded, multitasking, team-player as much as a leader, love building structures and establish processes which will hold and work for years (details are important).