Position: Customer Support Specialist
Category: Support
English level: upper
Years of experience: 3

I was promoted from Agent to Manager position in Sky Loft Hotel by Rixwell and was a team lead of reservation department. 
I have developed communicative and problem-solving skills.
I am a professional Customer Service Representative with over 3 years experience in providing excellent customer service and building customer loyalty. I am stress-resistant, have analytical thinking and able to solve complicated situations in shortest period of time.

Customer Support Manager
Maklai Company, Kyiv, Remote (June 2022 — Present)

— Handle inquiries from customers via phone and Freshdesk
ticket system
— Proceed with payments and refunds via Ckeckout
— Resolve or escalate technical problems
— Dealing with Confluence corporate wiki
— Outbound calls for arranging special requests
— Report bugs to the development team via Slack for further fix
Maklai Company, Kyiv, Remote (June 2022-
Present)

Reservation Manager
Sky Loft Hotel Kyiv, Mogotel Group (December 2021 — February 2022)

— Negotiated with partners and customers
— Handled customers’ complaints or concerns
— Maintained reports, every-month auditing
— Analyzed statistics of customers’ satisfaction
— Applied and handled monthly bonus system for team
— Led or supervised a team of reservation department staff

Reservation Agent
Sky Loft Hotel Kyiv, Mogotel Group (May 2021 — December 2021)

— Provided quaified customer support concerning room
reservations via email, chat, phone
— Working with online extranets ( Agoda, Expedia, Booking)
— Found successful ways to solve conflicts
— Provided guest relation service

Front Office Agent
Sky Loft Hotel Kyiv, Mogotel Group (October 2020 — February 2021)

— Provided fast and qualified reception and accommodation of
customers
— Communicated with customers by phone, email, chat and
face-to-face
— Solved conflicts as to get customers satisfied
— Increased sales statistic by attracting new customers
— Dealing with hotel operation system Opera PMS
I am not expecting to work night shifts. I am looking for a position of Customer Support Manager without applying phone calls, only chats/tickets/email. I am looking for a remote position.