Position: QA, HR Manager, Customer Support Manager
Category: Other
English level: fluent
Years of experience: 4


EDUCATION

Expert in Translation
(Bachelor Degree)
Kyiv National Linguistic University

EXPERIENCE

1. Customer care manager in "GAMMA TRAVEL". (08.2019-03.2022)
Ukrainian travel company which provides tours to Chernobyl zone and
opens Ukraine for people from all around the world. I was in charge of 
perfect customer care and managed a team of guides.

- Supported customers and managed their orders from start to finish.
- Prepared all documentation and permissions for travelers (15-100+
persons per day plus 5-15+ persons per day for outsourcing company).
- Was responsible for managing the flow of correspondence (10-20+
calls, 10-35+ letters per day, mostly in English).
- Trained 3 future staff members.
- Managed a team of 9 people.
- Completed highly important tasks which were one of a few main links in
the whole working process.


2. Call Center Agent
Ukraine International Airlines. (05.2018-07.2019)
The flag carrier and the largest airline in Ukraine. I was in charge of a
customer support.

- Managed orders for many customers from different countries from start
to finish in a timely, professional, and accurate manner.
- Dealt with a high amount of requests (around 5-15+ short and long calls
and 10-20+ letters per day).
- Learned how to work with the Amadeus booking system. Made
approximately 5-10 bookings per day.
- Solved many difficult issues. Learned to work in stressing situations
and with time pressure.


3. Online shop administrator for Etsy (clothing and accesories shops). (08.2017-01.2018)

- Succeeded at being the leading manager of the online shop. Managed 3
shops at the same time with 10-15 orders per day.
- Learned how to be a customer support manager. Spent hours
communicating with customers (15+ letters per day) helping with their
requests.
- Got basic knowledge in shop sales analytics and SEO optimization of
the products.