Customer Service Management

Curriculum vitae

PERSONAL INFORMATION

WORK EXPERIENCE

**/****–12/2016

Anastasiia Dyshaeva

**/* ********** ******, ****** Ekaterinburg

(Russia) +792********

*********.********@*****.***

Sex Female Date of birth 7 Nov 1994 Nationality Russian Assessor

Yandex Ltd., Ekaterinburg (Russia)

assessment of search queries by predefined parameters,

analysis of information

01/2016–07/2016

11/2016–02/2018

EDUCATION AND TRAINING

09/2012–07/2016

09/2015–02/2016

09/2016–06/2018

Trainee of Sales Department

Mars Inc., Ekaterinburg (Russia)

work with clients on the territory;

control and improvement of product quality in outlets;

maintenance of regional reporting;

evaluation of results and development planning;

personnel selection, training and motivation;

preparing and conducting presentations

Senior specialist in Business management department Public company Sberbank, Ekaterinburg (Russia)

development of the concept, organization and conduction of corporate events;

carrying out and execution of procurement procedures;

organization and control of work of contractors;

initiation and implementation of charitable projects;

monitoring of internal customer service;

maintaining internal reporting;

preparing and conducting presentations and trainings Industrial marketing EQF level 6

Ural Federal University, Ekaterinburg (Russia)

International Marketing, Exchange Programm EQF level 6 Zagreb School of Economics and Management, Zagreb (Croatia) Business process management EQF level 7

Ural Federal University, Ekaterinburg (Russia)

02/2018–06/2018 Economics and Business, Erasmus+ EQF level 7 University of Zagreb, Ekaterinburg, Zagreb (Croatia) 1/3/18 © European Union, 2002-2017 http://europass.cedefop.europa.eu Page 1 / 2 PERSONAL SKILLS

Mother tongue(s)

Other language(s)

English

Curriculum vitae Anastasiia Dyshaeva

Russian

UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken interaction Spoken production C1 C1 C1 C1 C1

Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user Common European Framework of Reference for Languages Communication skills excellent communication skills;

open mind;

high level of emotional intelligence

Organisational / managerial skills excellent organizational skills;

leadership;

result orientation

Job-related skills

Digital competence

alactrity and ability to take responsibility;

creativity; wide experience of holding projects;

high analytic skills;

good teamwork skills

SELF-ASSESSMENT

Information

Communication

Content

Safety

Problem

processing creation solving

Independent user Independent user Independent user Independent user Independent user Digital competences - Self-assessment grid

Driving licence B

2/4/17 © European Union, 2002-2017 http://europass.cedefop.europa.eu Page 2 / 2

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