Position: Junior Test Engineer
Category: QA
English level: pre
Years of experience: 0

I’m a results-oriented customer service professional with experience conducting successful cold sales over the phone in person. I led a team of 20+ operators as a team leader. My team exceeded the KPI by 12% and maintained leadership positions among the other 4 groups. Due to constant analysis, testing by myself  operators' calls, improving scripts and conversation quality, it was possible to increase customer loyalty to the company by 20%.
I combined my main work with my hobby - filling different sites with content and practiced acceptance testing of sites developed by my husband. Therefore, I believe that work on quality, learning new technologies and personal development are integral components in any activity and endeavor.

ADDITIONAL EDUCATION

QATestLab training center – Online course "Fundamentals of software testing” (certificate №437715)

G5 University – Theoretical online course “QA Engineer”
EXPERIENCE:

LLC “Consumer center” – the chief specialist of the customer service department
October 2020 - April 2022.
Monthly trained 20+ new employees who demonstrated 85-100% implementation of the monthly plan.
Monitored the updating of working information, analyzed and developed scripts, implemented active sales techniques. As a result, the monthly indicators of 87% of operators increased by an average of 15%.
I kept the group statistics, analyzed the results, developed and implemented methods of motivating operators to increase the performance of each of them. Due to this, during the last 2 months, it was possible to exceed KPI indicators by 12% and maintain a leadership position among the other 4 groups.
I listened and analyzed operators' calls, provided feedback, participated in the development of regulations and standards of the conversational process. This made it possible to improve the quality of conversation with customers and, as a result, to increase customer loyalty to the company.

LLC “Consumer center” – the specialist of the customer service department
January 2020 - October 2020.
The work with the client base (B2C) - made outgoing and received incoming calls according to the script for the purpose of conducting sales and providing advice on existing credit.
Filling out the client's questionnaires in the corporate program promptly and without errors. It’s helped me to achieve the daily plan implementation.
I used active sales techniques successfully while processing objections in working with a "cold base" of clients. As a result, after 2 months of work, I can exceed the monthly KPI plan by 17%.

"Ranok" publishing house LLC – copywriter
August 2018 - January 2019.
Writing informational, SEO-articles according to the technical tasks for the various topic sites and the publishing house's blog. Writing B2B and B2C annotations for the website, catalog, Facebook page of the company. This made it possible to increase target organic traffic by 10% in 1 month, and the site is raised to 2 positions in search results.

Freelance – copywriter
January 2016 - December 2020.
Creation and development of clear, coherent and original written content for blogs, websites, landing pages, advertisements, etc.
Adaptation of the text in accordance with the assigned TOV and SEO technical tasks.