Customer Service Representative

Nelia Marder (formerly Shevchuk)

*** ******* ******, **** * Boston, MA 02116 * 617-***-**** * *****.******@*****.***

EDUCATION

Cambridge College, Cambridge, Massachusetts

• Master of Management 01/2014

o Concentration in General Business; Financial Management and Accounting; GPA 4.0

Kyiv National Linguistic University, Kyiv, Ukraine

• Master of Arts in Teaching Foreign Language and Literature 06/2008

• Bachelor of Arts in Foreign Language and Literature 06/2007

SKILLS

• Fluent in English, Russian, Ukrainian; Conversational German

• Proficient in Microsoft Office Suite

• Ability to make sound and critical decisions in high pressure situations

• Excellent communication skills with the ability to work across all levels of an organization

• Ability to summarize content concisely and present business analysis

• Professional, thorough and organized; ability to learn products, services and procedures quickly and accurately

PROFESSIONAL EXPERIENCE

First Commons Bank, Wellesley, Massachusetts 09/2013-Present

Client Service Representative

• Provide excellent customer service to new and existing clients

• Process transactions, open accounts and perform account maintenance

• Sell banking products and services to new and existing customers

o Ensure products align with customers needs

• Create and distribute marketing materials in order to increase business

• Develop and maintain relationships with new and existing clients

• Collaboratively work within a team environment

• Comply with all state and federal banking regulations

• Participate in ongoing professional development

Au Pair in America, Stamford, Connecticut 03/2009-03/2011

Au Pair

• Supervised, educated and provided a safe and nurturing environment to three children

“Pidpryiemets KKM” Travel Agency, Lutsk, Ukraine 06/2008-03/2009

Manager

n Provided customer service and support to local and international travelers

n Developed marketing materials in order to promote the agency’s services, including a guide book to ensure safe travel

and inform of political restrictions

n Created and sold specialized tour packages using English and German language skills

n Enhanced and maintained relationships with hotels and suppliers in a variety of foreign locales

n

“Osnovy” Language Center, Kyiv, Ukraine 09/2006-05/2008

n

English Teacher

n

Designed, implemented and instructed English language curriculums to increase students’ conversational, written and

n

verbal language skills

Evaluated current English language learning processes and adjusted the methods to increase user-ability and

n

effectiveness

Customized conversational translation curriculums to address English use within a business context

n

Achieved student goals as measured through assessments

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