Контактная информация

Соискатель указал телефон, эл. почту, Facebook и Instagram.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/940629

Опыт работы

Expert of international relations

с 02.2023 по наст. время (1 год 3 месяца)
CIVILIAN DEPLOYABLE CAPABILITY ASSOCIATION, Бухарест (Неприбуткові, благодійні та громадські організації)

- support and consultation staff in matters of external relations;
- development of communication strategy with external partners;
- preparation of protocol and etiquette rules of the organization;
- development and training the target groups;
- representing the organization at the international level, making official visits;
- organization of international missions, events, negotiations.

Etiquette & cross-cultural consultant.

с 02.2021 по наст. время (3 года 3 месяца)
Self employed, Київ (Приватні особи)

- adaptation & integration Ukrainians abroad;
- providing social & business etiquette education.
- helping people to understand the cross-culture concepts and establish an effective business communication;
- consulting companies for conducting successful business relationships according to the culture and traditions of respective country.

Head of service quality control division

с 09.2015 по 10.2020 (5 лет 1 месяц)
КРЕДІ АГРІКОЛЬ БАНК (Ukraine)., Київ (Фінанси, банки, страхування)

- implemented Service Vision project culture for whole bank. The
project was awarded with the HR Brand Award in 2021 (Ukraine).
- developed SQ motivation for the network with HR cooperation.
- have launched a several service projects: Voice of Client, Mystery
Shopping, Service Quality Index, TOP calls, Client Day's, CRI for VIP, No calls, etc.
- created and handled training ''WOW service'', ''Superior service quality'' for employees.
- developed the service standards with focus on best practice and
having the customer needs in scope.
- measurement and monitoring of customer satisfaction (Customer
Satisfaction Level), the customer recommendation index (CRI).
- developed and improved process of handling customers appeal via all channels of communication (mail, phone, written letter, social network, website, etc.).
- daily support the outlets and secure optimal co-operation between HO, branches and customers.

Service Quality Manager

с 02.2010 по 09.2015 (5 лет 7 месяцев)
CREDIT AGRICOLE BANK (Ukraine)., Київ (Фінанси, банки, страхування)

- service standards monitoring.
- launched and supported «Mystery Shopping».
- handling client appeals.
- market research, analysis and processing of data received from focus-groups.

Deputy head of service quality control division

с 07.2008 по 06.2009 (11 месяцев)
Укргазбанк, АБ, Київ (Фінанси, банки, страхування)

- development and implementation service standards and corporate
codes.
- handling client appeals.
- launched Mystery shopping project.
- staff coordination at the point of sale.

Образование

National Academy of State Tax Service in Ukraine

Financial faculty. Master degree in financial management., Irpen
Высшее, с 2001 по 2006 (4 года 9 месяцев)

Дополнительное образование и сертификаты

Golden Staff

2011, Accomplished course of general English, Intermediate level.

Customer experience managment CEM

2019

World Class Service with Vladychynska Consulting

2019

Social & Business etiquette. The English Manner leading etiquette institute. London.

2022-2023

Знания и навыки

Знание языков

• Английский — продвинутый
• Румынский — начинающий
• Испанский — начинающий