Customer Service Manager
Resume:
Ekaterina P Kern
Hampton, Virginia 23666
Ph: 757-***-**** e-mail: ********@*****.***
CAREER OBJECTIVE:
Seeking a challenging opportunity to apply skills and experience in the
field of Administration. The position would add value to the business goals
of the organization by providing strong management support and
administration practices.
QUALIFICATIONS SUMMARY:
Background reflects a high-energy administration level and work in fast
pace environment. Possess knowledge, experience and a record of success in
customer service, public relations, and administration, management support.
Strong experiences in variety of software programs.
. Excellent oral and written communication in Russian, and English
languages,
. Employee engagement and diplomacy, skills in collaborating with
individuals of diverse backgrounds at all levels.
. Analysis and independent problem solving.
. Identify workforce strengths and deficiencies.
. Maintain awareness of factors impacting day-to-day and long-range
goals.
. Self motivated achiever with a reputation for reliability, hard work,
commitment, teamwork, consistency, flexibility, accuracy,
productivity, employee relations, profitability, efficiency and
effectiveness.
WORK HISTORY:
Operations Department (International Coordinator)
Xooma Worldwide July 2008-
November 2009
Duties include:
. Manage international customer's accounts
. Reverse logistics
. Implement and perform Quality Control operations
. Perform negotiations on company's behalf with business partners
. Research and interpret international customs regulations
. Change existing domestic policies to meet needs of international
market
. Translate and interpret policy and product information
. Work directly with accounting, prepares monthly commissions and
payments
. Organize various marketing activities and unique international
promotions
. Determine customer's eligibility for various benefits and promotions
. Assist Project Management department with daily activities
Eligibility Worker (Customer Service Representative)
Energy Assistance Program, City of Norfolk January
2007-June 2008
Abacus Corporation
Duties include:
. Manage all aspects of energy assistance programs, including but not
limited to pending applications, determining eligibility, developing
efficient strategies of better service.
. Work directly with vendor companies Dominion Power, Virginia Natural
Gas, in order to pledge financing on behalf of the applicants
. Compiled and maintained customer's personal files
. Answering the phone calls and e-mail requests
. Control all payment operations
. Work with unsatisfied customers. Goal of reducing guest
dissatisfaction met through positive reinforcement.
. Perform investigations for eligibility determination in high security
systems and databases. Entrusted by my direct supervisors.
Ekaterina P. Kern (page 2)
Travel agency manager
Admiral-Tur
September 2005-October 2006
International department manager- public relations specialist
Duties include:
. Customer service- working with walk-in customers
. Answering the phone requests
. Reserve and arrange international tours
. Reserve airline tickets
. Company's representation at different social events: exhibitions, open-
houses
. Handling preparation of the papers for company to take part in
government bids
ACHIEVEMENTS:
Eligibility worker appreciation certificate 2007
Eligibility worker appreciation certificate 2008
"Above and Beyond" certificate 2009
PROGRAMS/LANGUAGES:
. Russian language - native speaker
. Polish language- advanced
. Unisys (State of Virginia Energy Assistance System and database)
. ADAPT (Sate of Virginia Welfare system)
. SPYDER (State of Virginia citizen database)
. Microsoft Word 2008, Windows Vista 2008
. Microsoft Excel
. Linux OS and components
EDUCATION:
Bryansk State University (Russia)
Law faculty, BS in International Relations, major - International
Relations, minor- Global Studies (Europe)
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate