Anna Lavrentieva
Kyiv,Kyiv City
Summary
Highly effective specialist with clear understanding of tasks at building productive relationships, resolving complex issues and winning customer loyalty.
Great team player with years of experience in solving problems by using tact and diplomacy to achieve win-win outcomes and improve customer satisfaction.
Motivated to learn, grow and excel.
Overview
11
11
years of professional experience
Work history
Customer Support Agent
G5 Entertainment
Kyiv
01.2022 - Current
• Handling and resolving customers’ complaints and requests (via Zendesk).
• Creating bug reports, communicating with other departments to resolve inquires
(via Jira, Slack, Skype).
• Maintaining of reporting, analysis, statistics from upper management.
• Creation of guidelines and instructions both for internal and external use.
HR Manager
LLC "Baby Sitter-Comfort"
Kyiv
06.2012 - 11.2021
• Adhering to all federal and state regulations while processing documents for employees.
• Holding negotiations between clients and employees to
clarify misunderstood directions and resolve conflicts affecting performance.
• Providing oral and written translations and interpretations for clients.
Education
IT Project Management
Projector Institute
Kyiv, Kyiv City 05/2023 - 08/2023
Bachelor's degree - Philology, English translator
Kyiv National Linguistic University
Kyiv, Kyiv City 09/2004 - 06/2008
Skills
Dynamic problem solver able to anticipate potential problems and create solutions to avert potential pitfalls
Skilled communicator able to create open lines of communication between stakeholders, team members and customers
Efficient leader able to inspire and motivate staff to work together towards project oriented goals
Languages
English
Upper intermediate
Timeline
Customer Support Agent
G5 Entertainment
01.2022 - Current
HR Manager
LLC "Baby Sitter-Comfort"
06.2012 - 11.2021
IT Project Management
Projector Institute
05/2023 - 08/2023
Bachelor's degree - Philology, English translator
Kyiv National Linguistic University
09/2004 - 06/2008
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