Position: Account manager
Category: Support
English level: fluent
Years of experience: 4


03/2018-06/2019
Aviacontact
Customer Support Agent
Main responsibilities:
• providing information on the service;
• reporting technical issues to the relevant department;
• assisting customers in booking, amending and canceling their flights;
• contacting airlines for resolving customers' queries when their direct intervention is required.

09/2019-10/2022
Aspire Global
Senior Customer Support Agent
Main responsibilities:
• verification of the customers
• taking part in training junior agents;
• advising customers on existing procedures for different queries;
• addressing customers' complaints and ensuring their quick resolution;
• increasing sales by analyzing regular customers' accounts and understanding its needs;
• escalating issues raised by customers and working with different departments to find the best
resolution;
• assisting with technical issues and escalating to the relevant department when not possible to
resolve on the spot.