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Zubets Iuliia
CONTACTS

Phone number
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Email
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Address
31 Obolonskyi Avenue, Kyiv 04205, Ukraine

ABOUT ME Professional and dynamic Client Care Manager with over five years
of experience, skilled in working in fast-paced, multitasking
environments. For the past four years, I have led a translation
agency department as Director. Results-driven and client-focused, I
believe that meeting customer needs, retaining existing clients, and
expanding the customer base are key drivers of a successful
business.

«A.B.C. Group Translation Agency» / Director
WORK Aug 2020 - Present, Kyiv
EXPERIENCE Responsibilities:
• Oversee the bureau’s overall operations
• Develop and implement growth strategy and market positioning
• Define and manage pricing policy
• Ensure quality control of services and translation standards

«A.B.C. Translation Agency» / Client care manager
May 2017 - Aug 2020, Kyiv
Responsibilities:
• Develop and maintain effective communication channels for
clients and staff
• Manage and retain the existing corporate client base
• Monitor, measure, and analyze client satisfaction
• Receive, review, and process requests for translation services
• Advise clients via phone and written correspondence
• Consult clients on available services and products
• Design surveys and collect client information and feedback
• Handle client requests and troubleshoot issues efficiently
• Manage client interactions, including dispute resolution and
service quality complaints
• Manage document flow, including contract preparation and
execution of additional agreements
• Coordinate with accounting on invoicing, payments, and debt
control
• Liaise with internal departments to resolve client-related queries
 «Dilko English» Mecidiyeköy / French Language Teacher
Jul 2015 - Dec 2015, Istanbul, Turkey

«A.B.C. World Languages Center Kyiv» / French Language
Teacher
Jun 2008 - Sep 2014, Kyiv
French Language Teacher for Corporate Clients (including L’Oréal,
Sanofi, Leroy Merlin, Peugeot Citroën, Lafarge, Life, Nokia,
Servier, DF Group, the French and U.S. Embassies in Ukraine,
Renault Group, and others)

Kyiv Professional Pedagogical College / Bachelor, French
EDUCATION Language Teacher
Sep 2001 – Jun 2006, Kyiv
Basic Higher Education

Drahomanov National Pedagogical University / Master,
Pedagogy Teacher
Jun 2006 – Sep 2008, Kyiv
Higher Education

Kyiv National Linguistic University / Bachelor, Translator of
French
Sep 2006 – Jun 2009, Kyiv
Higher Education

Istanbul University Language Center / Certificates in Turkish
Language – Levels A1, A2, and B1
Oct 2014 – May 2015, Istanbul, Turkey

LANGUAGES French - Fluent
English - Intermediate
Turkish – Elementary
Ukrainian - Native

• Customer service
SKILLS • Organization
• Project management
• Communications
• Team management
• Operational improvement
• Microsoft Office Suite proficiency
• Business operations
• Supervision

DRIVER’S Category B
LICENSE