Ганна Загрива - Резюме Customer support

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)

KYIV NATIONAL LINGUISTIC UNIVERSITY obtained qualification: Bachelor's Degree in Translation and Interpreting Professional qualification: translator, teacher of English

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.

Английский

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.