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

Developed the database maintenance of the customers according to their satisfaction status and frequency of using the company’s products. Used Google code writing (for spreadsheets) to questionnaire about 300 customers, so they received a separated personalized email. Updated the navigation manual by testing the app.
Experienced Senior Agent with an analytical approach to details in daily work on business correspondence with customers, airlines, partners and other departments in English. Teamwork. 
Document workflow and database maintenance in English, experience in handling of web-based management systems, performing KPI’s. Experience to work as an outsource staff for an international company.
Plus, multitasking is an inherent part of me. I do have the experience to work in three departments by which I could see the company’s work from different sides. It’s worth to add that we changed duties between departments several times. And it means that I'm ready for new challenges.
I’d like to add that I’m for sure a team player. For a long time, I’ve been working on a team division system. And I’m aware of how to find an approach to the current team members and to integrate new ones since the company had a high level of employee turnover. As a senior agent, I know that a team leader should inspire, motivate and help the team to adapt, harmonize and become a strong team which performs KPI's very well by keeping track of updates in the work processes, notify agents about this and help them to implement new aspects into their daily work. Of course, I understand that the team division system is like a competition between teams. But, on the other hand, all teams and departments work as a whole for the company’s goals.
My impact: processing of refund tickets, calculation of refund according to customer’s issue based on airlines’, partners’ and internal policy. 
Experienced user of Podio, Slack, PureCloud, Jira, etc.
Looking for a company, which works by OKR system, for challenges, for new friends.