Customer Service Agent

Oleksandra Shepelieva

**** **** ****** ******,***********,L4X1Z8

+1-437-***-**** *****.*************@*****.***

CAREER SUMMARY

Experienced professional with more than 7 years of experience in customer service and sales. I possess strong interpersonal skills, excel in teamwork, and eagerly embrace learning and skill development. Proficient in customer service, workflow organization, and providing advice based on member’s needs.

EMPLOYMENT HISTORY

Meridian Credit Union

Financial Service representative (Toronto) August 2024-current

●Opening new personal accounts and doing the paperwork to adhere to the company policy.

●Research and evaluate loan applicants financial status,references,credit and ability to repay the loan.

●Processing mortgage applications

●Submit credit and loan applications to the branch manager with recommendations for approval or rejection.

●Maintaining accounts of the members

●Making outbound calls to engage with the members regarding special promotions, their investment or touch base.

●Executing with excellence on following all the policies and procedures.

●Handling inquiries about account balances,payments due and other concerns.

●Asking questions to get an understanding of the client’s current financial situation and financial goals to offer a better solution.

●accurately recording the calls,emails,appointments,sales into the CRM system.

●proactively taking part in the community events

Meridian Credit Union

Member Service representative (Toronto) Sep 2022 to June2024

●Create an unforgettable client experience by promptly assisting clients with a wide range of financial transactions.

●Proactively engage with members, identify their needs, providing advice, as well as identifying sales and referral opportunities.

●Provide guidance and offer suitable solutions to meet the transaction, investment, personal financing needs of each member.

●Take proactive ownership in resolving and preventing banking issues.

●Engage with team members and lead monthly MExcellence huddles.

●Maintain excellent member service standards.

●Oversee branch treasury, including cash flow management and organizing cash shipments.

Customer Support Agent Jan 2021- February 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 .

●Actively participated and supported the team in the planning process, assisting with implementation and providing feedback.

●Explained benefits, features, and recommendations to maximize clients 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–Dec 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 at the agency.

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

● 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 .

RELEVANT SKILLS

Ability to work in a swift paced environment

Strong interpersonal skills-Build and maintain client rapport

Eagerness to learn, pursue new challenges and opportunities

Reliable, work with utmost dedication and accountability

Manage multiple priorities at the same time with utmost flexibility

Hands on knowledge in handling Microsoft excel, word and PowerPoint

LANGUAGES

Fluent in English, Ukrainian, Russian

EDUCATION

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

Taras Shevchenko National University of Kiev, Ukraine

English Proficiency certificate -IELTS -2022

English Proficiency certificate – CELPIP-2023

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