Customer Service Manager

ANNA RAPOPORT

*** ***** ****** ********, **

***** ***- ***-**** (c) **********@*****.***

Professional Experience

SALES ASSOCIATE

****-*******

OMG

New York, NY

. Assist customers with their shopping and resolve their queries in a

satisfactory manner

. Provide customers with product knowledge along with any special deals

. Commended by customers and management for excellent customer service

and sales results on a daily basis

ADMINISTRATIVE ASSISTANT

2013

GRAND TERRACE SENIOR CENTER

Grand Terrace, CA

. Provided administrative support substituting for Director of Senior

Services

. Performed clerical duties, and answered and transferred phone calls

. Was commended by Director and tenants for active participation in the

Center's vital functions

ADMINISTRATIVE MANAGER

2010-

2012 MD MEDICAL GROUP INVESTMENTS PLC (MDMG CYPRUS)

Moscow, Russia

. Oversaw and directed administrative services ensuring the office was

maintained properly

. Managed electronic databases and controlled financial documentation

flow

. Organized educational and informational events for medical specialists

. Prepared annual execution plans, and organized and conducted training

programs

. Developed company's cooperation programs with major pharmaceutical

companies

. Implemented loyalty programs and built up relationships with medical

partners

CUSTOMER CARE MANAGER

2007-2009

IRON MOUNTAIN Information Management

Moscow, Russia

. Developed document management projects for major global consumer

brands

. Upsold additional services and consulted clients on all technical and

organizational information management queries

. Composed document management technical and legal regulations to

streamline clients' internal business processes

. Investigated and solved customers' queries and maintained CRM

. Analyzed statistics, customer feedback and other data to determine the

level of customer satisfaction by service provided

. Customized customer service procedures, policies and standards for

particular projects

. Closely cooperated with operations, sales and IT departments to

customize solutions to improve customers' workflow models

. Headed consulting team of document specialists developing centralized

information workflow system

TELEMARKETING REPRESENTATIVE

2007

. Marketed company services to prospective customers and set up meetings

over the phone

. Resolved incoming inquiry calls

OFFICE ASSISTANT

2006-2007

CITY HALL and the GOVERNMENT OF MOSCOW

Moscow, Russia

. Maintained documentation database and organized proper storage for

archival documents to faster retrieve needed ones

. Processed incoming and outgoing mail, and maintained documentation

databases

. Arranged business travels for department heads and ordered office

supplies

. Designed department's internal business process model and created and

implemented order execution control procedure

. Proposed solution to merge department's multidirectional business

processes into a single system

Education

College of Arts and Sciences. University of Delaware. Newark, DE

2012-2013

Business English, Non-Degree

State University of Management (GUU). Moscow, Russia

2003-2008

B.S. in Information Management

Higher School of Economics (National Research University). Moscow, Russia

2008-2009

A.A. in Marketing Cum Laude; A.A. in Sociology Cum Laude

Russian Presidential Academy of Nat'l Economy & Public Administration.

Moscow, Russia 2009-

2010

A.A. in Legal Procurement; Cum Laude

Higher School of Economics (National Research University). Moscow, Russia

2011-2012 A.A. in Sociology. Cum Laude.

Extracurricular Activities

Substitute Teacher. Riverside Baptist Church. Riverside, CA

2013

Support Staff Volunteer. North Bay Summer Camp. North East, MD

2013

Waitress. Red Bowl Restaurant. Newark, DE

2013

Music School. Class of Piano and Guitar. Moscow, Russia

1992-2005

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