I enjoy learning English, reading, stretching, and dancing as they enhance my cognitive abilities and physical flexibility.
Hi, I’m
Olha Petrova
Customer Support Agent
Kyiv,30
Summary
Customer Support Agent with more than 1,5 years of experience. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Skilled in identifying and resolving complex technical problems.
Overview
1
year of professional experience
5
years of post-secondary education
2
Languages
Work History
Squro IT CompanyZaporizhzhia
Customer Support Manager
10.2021 - 04.2023
Job overview
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Warm and cold calling
- B2C
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Worked with clients who have complaints, orders, or require information about products/services from Company.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
- Coached newcomers to develop strong customer support skills to minimize process issues and meet customer expectations.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Provided solutions that fit individualized situations and prioritized customers' needs at each step of the process.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
- Responded to customer queries in timely and accurate way, via phone, email or chat.
- Updated internal databases with information about technical issues and useful discussions with customers.
- Handled customer complaints, provided appropriate solutions and alternatives within time limits; followed up to ensure resolution.
Education
Zaporizhzhia National UniversityZaporizhzhia, Ukraine
Bachelor of Management Studies from International Business Management
09.2018 - Current
Skills
Complaint resolution
CRM
Technical Support
Staff education and training
Service standard compliance
Warm calling
Teamwork
Microsoft Excel
Communication Skills
Consulting
Online support
Sales expertise
Multi-tasker
Strategic sales knowledge
Creative problem solving
International sales support
Interests
Timeline
Customer Support Manager
Squro IT Company
10.2021 - 04.2023
Zaporizhzhia National University
Bachelor of Management Studies from International Business Management
09.2018 - Current