Support Agent Customer

Oleksandra Shepelieva

*** ********** ******, *******, ** M4X 0A1

647-***-****

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

PROFESSIONAL PROFILE

Over four years of experience in customer support service and call center

Fluent in English, Ukrainian, and Russian

EDUCATION

Bachelor’s Degree in Chinese Philology and Literature, English translation 2020

Taras Shevchenko National University of Kiev, Ukraine

EXPERIENCE

Customer Support Agent (English) January-June 2022

F3NIX international IT company, Kyiv, Ukraine

Processed customer requests in chats, emails, phone calls

Addressed inquiries, resolved customer issues, and manage customer relations

Delivered fast, friendly, and knowledgeable service for routine questions and service complaints

Reviewed account and serviced histories to identify trends and resolve issues

Educated customers on special pricing opportunities and company offerings

Documented customer correspondence in CRM to track requests, problems, and solutions

Explained benefits, features, and recommendations to maximize client retention

Provided outstanding service to new and last-long customers by attending closely to concerns and developing solutions

Relayed customer feedback to cross-functional teams to improve product and services

Operator at the Real Estate Agency, Database worker July 2018–December 2021

Park Lane Estate, Kyiv, Ukraine

Initial advice to clients on purchase/ sale/ lease of real estate and referral of the client to the necessary specialist pf the agency

Monitored on client information on changes in the price of objects, photos of objects, and other possible changes in real estate

Checked the correctness of filling in information in the database

Inspected of the new objects imported into the database by the office specialist

Maintained up-to-date information in the database

Prompted processing of e-mails applications from employees for database correction

Checked presence in the database of objects

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