Юлія

Yuliia Silchuk
Affiliate Manager/Sales manager

Kyiv, Ukraine
[открыть контакты](см. выше в блоке «контактная информация») · [открыть контакты](см. выше в блоке «контактная информация»)

Date of birth
Profile
25.06.1998
I am a hard-working, responsible and enthusiastic person with a strong goal
orientation. Having a great experience working in Ecommerce niche, I am
Skills very motivated to work with new leads, and existing customers, maintain
Emotional Intelligence (EQ) customer satisfaction, and contribute to the company's success.I am well-versed
and Empathy in building long-term relationships with team and clients using psychological
techniques, personalized approach, emotional intelligence, the ability to remain
Critical Thinking calm under pressure, and good organization. When working as a sales agent, I
received numerous awards (Sales of the Month, Man of Steel, The biggest deal of
Ability to Multitask the month) and was promoted to Quality Sales Manager.

Collaboration and Teamwork

Time Management
Employment History
Adaptability and Flexibility Customer Manager, Consulting Company, Kyiv
May 2017 — September 2017
Leadership
• Respond to and provide assistance to customers (calls, chats).
• Resolve problems by applying established policies and procedures.
Curiosity and Continuous
Learning English tutor for children, Kyiv
September 2017 — April 2019

Hobbies • Prepare materials and activities.
Sport, reading psychological • Build trusting relationships with students and parents.
books, caring of homeless • Assign homework and interesting exercises.
animals. • Identify students with special requirements and create individualized plans.
• Research new language teaching methods
• Inform parents about their children’s performance
Languages
English Sales Agent, Devoop, Kyiv
May 2019 — April 2021
Ukrainian
• Converting leads (NO cold calls, only interested customers).
German • Communication with customers and resolving customer complaints via
chats, emails, phone calls (24/7 support).
• Communicating with existing clients to ensure satisfaction and working with
retention base (reactivating non-active customers).
• Establishing, developing, and maintaining positive customer relationships.
• Raising the average order price by up-selling and cross-selling.
 • Serving as an expert in the company’s products or services by providing
information to customers regarding pricing, terms, benefits, and other
pertinent details.
• Explaining product features and benefits to potential customers to help
them make informed purchasing decisions.

Quality Sales Manager, Devoop, Kyiv
April 2021 — January 2023

• Assessment and improvement of the quality of knowledge of the regular+
Sales Agents by discussing the reports sent on a weekly and monthly basis.
• Search for improvement areas for the quality of service and sales.
• Fulfillment of tasks aimed at achieving the strategic goals of the company.
• Control over following established procedures for processing sign-ups,
callbacks, and unpaid orders by Sales Team agents.
• Provision of a list of penalties and bonuses to the Sales Team Lead.
• Participation in meetings of the Sales team (at least 1 time per month)
• Support for intangible motivation of sales team agents.
• Assessment and improvement of knowledge of new sales agents at every
stage of their work in the company till the end of the probation period
(including middle probation and final probation test)
• Interviewing new candidates.
• Performing the duties of the head of the sales team during the vacation of
the head of the sales department.
• Work with retention index, and reactivation task.
• Benchmark analysis of competitors.
• Creating monthly tasks and goals for the sales team.
• Hosting English classes on a monthly basis.
• Organizing speaking clubs for the team on a monthly bases as a part of the
quality improvement program.

Education
Bachelor degree in Philology, Kyiv National Linguistic University, Kyiv
September 2015 — June 2019

Study program: Language and Literature (English)

Professional qualification: expert in the English language, teacher of the English
Language

Masters degree in Philology, Kyiv National Linguistic University , Kyiv
September 2019 — December 2020

Study program: Germanic languages and literature (including translation),
English as a first foreign language

Professional qualification: lecturer of the English Language and Literature,
German Language, philologist, translator.