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Professional Experience

Mar 2017May 2018

VIP Manager

Wentrum

Processing orders of the most profitable and important clients;

Managing wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently;

Dealing with the complicated/ problematic / big orders;

Setting and escalating priorities;

Managing multiple tasks or cases simultaneously without supervision;

Making sound decisions under pressure;

Assisting in training new members of staff;

Named VIP Manager of the month several times.

Feb 2016Mar 2017

Cutumer Support Representative

Wentrum

Assisting clients in chats, messages, e-mail and over the phone;

Handling and resolving client complaints, clarifying the cause of the problem, designing best-option solutions while maintaining the balance between the interests of the company and customer satisfaction;

Educating potential customers using prepared sales scripts to persuade them to purchase or upgrade service;

Establishing friendly relationships and building trust;

Recognised as “Customer's most beloved support agent” (out of 30 reps) several times. Ranking was based on customer satisfaction, speed of resolution and the feedback left.

Sep 2015Present

Freelance Translator

Translating materials from English into Ukrainian and vice versa, writing of essays and articles.

2012Present

Private tutor of English

Providing private lessons of English to people;

Preparing students for exams;

Adapting teaching methods to meet the learning needs of individual students.

Education

Sep 2015Dec 2016

Master's degree in Applied Linguistic (Hons)

Lviv Polytechnic National University
July 2016

Basics of WEB-development course

Logos IT academy
Sep 2011Jun 2015

Bchelor's degree in Applied Linguistic (Hons)

Lviv Polytechnic National University
20002011

General Certificate of Education

Secondary School #2, Stryi

Skills and Personal Qualities

Languages:

  • English (C1);
  • German (A2);
  • Ukrainian (Native);
  • Russian (B2);
  • Polish (A1).

Computer skills:

  • MS office package;
  • MS SQL Server (basic level);
  • HTML/CSS (basic level).

Excellent verbal and written communication skills, team work,  mentoring, negotiation skills, organizational and prioritization skills, multitasking, troubleshooting.

Self-motivated, stress-resistant, quick learner, organized, flexible, industrious, diligent, creative.

Interests: Languages, reading, puzzles, travelling, drawing.