Опыт работы:
CUSTOMER SUPPORT ANALYST
Form.com | Jul 2023 – present
- Respond to incoming customer queries via phone, email, and chat;
- Identify customer needs and help customers troubleshoot and consult on specific use cases or issues;
- Replicate, analyze, and document/report product defects by testing different scenarios or impersonating users;
- Identify when issues require further escalation and engage with offshore teams for technical issue resolution;
- Follow up with customers to ensure that their technical issues are resolved;
- Gather customer feedback and share it with the Product, Sales, and Marketing teams.
CUSTOMER SUPPORT MANAGER, SHIFT LEAD
airSlate Inc. pdfFiller | Dec 2017 – Aug 2022
- Processed technical and billing requests of customers via tickets and live chat;
- Detected bugs on the website and escalated them to the Technical Team;
- Processed customer’s API requests;
- Worked with corporate clients and provided accurate solutions for their business;
- Created premades for chats and tickets;
- Wrote the content for the knowledge base;
- Created and edited articles for the product Help Center using HTML;
- Worked with payment systems and processed chargebacks;
- Worked as a moderator for the customer community on the website(accepted/declined customer inquiries and provided the appropriate solution);
- Guided other agents through challenging clients’ cases;
monitored Slack channel and managed the work of the team who were on the shift;
- Analyzed the tools of the support admin system and forwarded ideas for improvement to the developer team;
reviewed CVs of support representatives, interviewed candidates, and mentored newbies.
CUSTOMER SUPPORT SPECIALIST
Runway BPO, Norwegian Air Shuttle| Jun 2016 – Aug 2017
- Dealt with customer inquiries and complaints via calls and chats;
- Created airline tickets manually via the website and Amadeus
system;
- Worked as a supervisor (coordinated tasks of agents on duty,
contacted other departments according to customer issues)
Образование:
KYIV NATIONAL LINGUISTIC UNIVERSITY
obtained qualification:
Bachelor's Degree in Translation and Interpreting
Professional qualification:
translator, teacher of English
Профессиональные и другие навыки:
MAIN SKILLS
• ability to absorb information fast;
• good listening and responding skills;
• ability to obtain, verify and evaluate work
assignments and provide accurate
information for clients;
• time management skills;
• ability to react to stressful situations
• multitasking skills (active listening and
answer questions, register issues
and find a solution at the same time);
• provide extra mile for customers.
Владение языками:
Английский
Дополнительно:
With my strong customer service background and problem-solving approach, I can make a valuable contribution to your team.
I have over six years of experience in providing high-quality customer service and have acquired a wide range of skills and techniques that I believe are essential to succeed in this role.
I am familiar with the range of customer service software, including CRM systems and ticketing systems and I can prioritize tasks efficiently to ensure that customers receive a prompt response.
