Customer Service Manager
Resume:
Anastasia Adamovich
*** ****** ***, *********, **, L3T 2E7
****************@*****.***
OBJECTIVE : To obtain a challenging position with a well established company that will allow me to utilize my skills, experience and education
QUALIFICATIONS, SKILLS AND CHARACTERISTICS:
Excellent communication, interpersonal skills, strengthened through work with the public in various customer-focused organizations
Strong analytical and problem-solving skills developed through academic and work experience
A team player, who is able to work independently or with others
Communicates effectively across all levels of organization and staff
Resourceful in dealing with crisis and client inquiries
Ability to manage multiple tasks and priorities; detail oriented; committed to high standards
Proven ability to work under pressure and tight deadlines
Hardworking person with extensive client care and service experience
Performs efficiently in diverse work environments
Able to patiently and effectively monitor, and work with a variety of co-workers
Confident, flexible and responsible
PROFESSIONAL EXPERIENCE:
Process Manager, VMedia Inc, Toronto July 2018-July 2019
Monitor and control business processes
Ensure efficiency of business operations
Implement changes and improvements to business processes
Customer Relations Manager, VMedia Inc, Toronto July 2013-July 2018
Oversaw Customer Service Team
Ensured that excellent customer service and billing practices are applied throughout Customer Care Department
Provided coaching to agents and created training documentation
Monitored and evaluated agents' performance
Customer Service Representative, VMedia Inc, Toronto March 1, 2013-July 2013
Responded to customers’ requests via telephone /chat and email, provided information requested and assisted in the solution of customer problems
Identified and resolved billing issues
Customer Relations Manager, Gold Leaf Telecom Ltd., Toronto September 2011-2013
Diligent management of customer satisfaction through evaluation and continuous improvement
Implementation of company systems, documentation and reporting to ensure the highest quality of services were available to customers
Anastasia Adamovich 647-***-****
Demonstrated ability in problem solving and prevention
Content co-production and co-ordination of printed media for marketing and sales including brochure content, emails to customers and both internal and external letter correspondence
Took part in creating the company’s website
Conducted orientation and training to new employees, designed guidelines and instructions
Office Administrator, Gold Leaf Telecom Ltd., Toronto May 2009 - Sep 2011
Performed regular office administrative duties
Maintained and updated client database and files
Coordinated invoice submission and payment receivable processes
Sold services and placed customer orders in computer system
Provided English-Russian translation services
Customer Service Representative, Gold Leaf Telecom Ltd., Toronto May 2008 - May 2009
Responded to customers’ requests via telephone or email, provided information requested and assisted in the solution of customer problems
Identified and resolved billing issues
Followed-up on customer inquiries not immediately resolved
Provided customers with product and service information
Sold products and services
Demonstrated ability to successfully build relationships with customers by accurately assessing their needs
EDUCATION:
Teaching English as a Second Language Diploma, Upper Career College of Business and Technology (UCCBT), 2007 (Toronto)
Interpreter Diploma, School of Language and Translation 2004-2006 (Ekaterinburg, Russia)
BA of Education, The State Teaching University 1997-2002 (Ekaterinburg, Russia)
Standard First Aid -CPR A-AED Certificate, 2019(Toronto)
SPECIFIC SKILLS:
Computer
MS Office (MS Word, Excel, PowerPoint and Microsoft Outlook)
Well versed in the use of computers and Microsoft products, including various software and hardware
Languages
Fluent in English, Russian
INTERESTS:
Reading, dancing, music, sport
Contact this candidate