My name is Kateryna and I am a specialist in building and driving Customer Service Departments from Ukraine. I have extensive customer care experience and managing capabilities I have developed while working in a fast-growing international IT Company. In addition, I have a Master degree with honor in Marketing, fluent English and real knowledge of customer needs because I’ve worked with clients on different markets: B2B consulting, real estate, HoReCa and IT. I believe I can make a valuable contribution to the efficiency and success of any company.Locked Pro Plan feature
- Building and driving call center team, support team, supervisors and managers (over 30 people under my supervision); - Strategic planning using data analysis; - Developing websites policy, content writing, developing order processing procedures; - Giving technical tasks to the IT department regarding CRM system development; - Describing bugs after update releases, sending for fix to the QA Department; - Interviewing and hiring employees; - Creating training materials, conducting tutorials for newbies, trainings for oldies; - Setting KPIs to achieve the highest quality of customer service on market; - Dealing with disputes, charge-backs, complains and problematic customers; - Promoting employees; - Weekly schedule forming; - Salary issuing, adding fines and bonuses; - Building a sales team for face to face sales on other project; - Hiring remote stuff from India and Philippines for other project.
- Customer support of English speaking clients; - Order processing, converting inquiries into paid orders; - Handling chats, calls, emails, and messages in the CRM system.
certificate №171/13, field research, statistics are majors.
Degree with honor, Marketing major subject