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Customer Service Technical Support

Clydebank, West Dunbartonshire, G81 2YE, United Kingdom
October 24, 2016

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Marina Stevenson

** ***** ******, *********, *** 2YE


Tel: 077*-****-***


An extremely motivated and hardworking individual with a strong work ethic and an awareness of the need for excellent customer care. I always strive to complete work to a very high standard and take a sense of personal achievement when meeting strict deadlines. I enjoy working as part of a team but I am extremely capable working using my initiative. I am now seeking new opportunities to further my skills and experience.


Customer Service Skills:

Working within a busy team with application support advising team members as well as over 1500 customers via telephone. First point of contact and strive to resolve issues as they arise. Fully aware of how excellent customer service reflects on the business.

15-year experience working within a financial service environment, with knowledge of financial service products.

Drive and enthusiasm to achieve targets and KPIs.

A confident and professional telephone manner.

Ability to build strong relationships and rapport.

Management and supervisory experience. I assisted all team members (36 people in back and front office), with daily duties as well as ensuring all tasks carried out to the highest standard. I was responsible for all daily management duties as well as scheduling tasks, rotas, ensuring accurate cover to suit the business needs.

Be able to deal with difficult situations and show empathy to customer at all times.

Positive attitude.

Technical skills

Software packages: AutoCAD, MS Office (Word, Excel with VBA macros and Analysis ToolPak, Access, Publisher, Visio, PowerPoint), MS Project, ARIS, Delphi, Photoshop, Microsoft SQL, Oracle

Touch typing (English and Russian)

Language skills

English (fluent)

Russian (native)

Work experience

Sep. 2014 -


Localisation Tester, Pole To Win Europe Ltd, Glasgow

Tested the translated versions of computer games. Proofread the localised text in the games. Worked with a team of like-minded gamers and language specialists and was a part of the development of the latest cutting edge games.

Additional skills: attention to detail; communication; teamwork; problem solving; Information and IT literacy; bilingual skills.

Oct. 2015 – Jun. 2016

Mentor (Volunteer), City of Glasgow College

Working with a literacy class, I helped the students to develop their literacy skills, helped them with their adaptation.

Additional skills: customer focused; communication; confidence; sensitive; Interpersonal, intercultural and global awareness.

Mar. – Aug. 2014

Volunteer Worker, Greater Pollock Integration Network, Glasgow

Worked as a team member and I helped staff in an office and work club with immigrants from East European, Afro-Asiatic countries, who didn’t speak English. Helped them with filling in various application forms, CV, working with PC, looking for and applying a job.

Additional skills: customer focused; attention to detail; communication; teamwork; problem solving; confidence; sensitive; Interpersonal, intercultural and global awareness, information and IT literacy; bilingual skills.

Jan. 2013-Dec. 2014

Volunteer Worker, Russian Centre in Scotland “HAVEN”, Glasgow

Updated and published a monthly bulletin on organisation’s website (English and Russian editions), prepared it for emailing for recipients. Worked as a library assistant.

Additional skills: accurate, communication; information and IT literacy; bilingual skills.

Sep. 2011-Dec. 2012

Manager, Open Company “Turbo-Telecom”, Lipetsk, The Russian Federation

Managed various agreements with suppliers; created the company’s website and maintain its in an actual condition; purchased for implementation of projects

Additional skills: Business awareness and professionalism; numeracy; accurate; problem solving; creativity, flexibility and openness to change; communication; team work; information and IT literacy.

Jan. 1996-May 2011

IT Department Manager, Oblast Office of Federal Treasury, Lipetsk, The Russian Federation

Responsible for work of hardware, telecommunication, software, information security, business analysis and information processing technology.

Developed IT infrastructure and engineering networks of a back-office and eighteen front-offices.

Implemented “Russian Treasury Development Project” (2004-2011, The World Bank, Project ID P064508) in the region. Developed ERP-System. Implemented technical support, software applications support (more than 1500 users), technical risk assessment, resource planning, management, project management.

Additional skills: Customer focused with good problem solving capabilities, high attention to detail with a high level of accuracy; be able to deal with difficult situations and show empathy to customer at all times; organisation and time management; responsible and hardworking; works well in pressurised situations; ability to meet demanding client deadlines; leadership; motivation; business awareness and professionalism; numeracy; accurate; creativity, flexibility and openness to change; communication; team work; information and IT literacy.

Aug.1987-Jan. 1996

Design Engineer, Lipetsk Tractor Plant, Lipetsk, The Russian Federation

Developed new products and components. Provided technical support to production and manufacturing facilities. Processed of engineering drawings and data.

Additional skills: Communication; teamwork; organisation and time management; works well in pressurised situations; leadership; motivation; business awareness and professionalism; numeracy; accurate; problem solving; creativity, flexibility and openness to change; information and IT literacy.


2004-2007 Finance University under the Government of the Russian Federation, Moscow, the RF

Economist, Diploma with High Honours

Modules included: Jurisprudence, Economics theory, History of economic doctrines, Economic Information Systems, Econometrics, Economics of Enterprise, Management, Marketing, Statistics, World economy, Accounting, Audit bases, Finances, Money, credit, banks, Enterprise corporate finance, Taxes and taxation, Insurance, Budget system, Securities market, Economic analysis, Financial management, Investments, Financial management theory, Assessment and risk analysis, Long-term and short-term financial policy, Investment theory, Information technology in financial management.

1982-1987 Lipetsk Polytechnic Institute, Lipetsk, the RF

Engineer – Mechanic, Diploma

Modules included: Highest mathematics, Chemistry, Physics, Descriptive geometry, Technical drawing, Theoretical Mechanics, Technology of metals and other construction materials, Resistance of materials, Theory of machineries and machinery parts, Industrial economics, Industrial planning and logistics, Material science, Machine elements, Compatibility, standardizing and engineering measurements, Theory of electrical engineering, Hydraulic and Hydrologic Engineering, Automatic equipment and automation of productions, Theory of art designing, Fuels and lubricants, Computing technics in engineering and economic calculations, Work Health & Safety

Projects and additional training:

ESOL for National Qualifications: SQA National Higher

Upgrading of Management Skills

Training of IT

Management of Projects of Creation of Information Systems

Best international practices of the Organisation and IT Management (ITIL)

Practice of IT Outsourcing, Application and Control

Modern Information Technologies

Safety of Open Local Computer Networks

Automation of Treasury Business

Systems of the Automated Design

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