Position: Customer Support
Category: Support
English level: upper
Years of experience: 8


Work experience
Call-center operator in Adelina Call Center, Kyiv August 2013 - October 2014
Managing large amounts of inbound calls, chats, emails in a timely manner; Following communication “scripts” when handling different topics;
Identifying customers’ needs, clarifying information, researching every issue and providing solutions and/or alternatives;
Keeping records of all conversations in our call center database in a comprehensible way; Meeting personal/team qualitative and quantitative targets.

Call-center supervisor (Canadian Embassy project) in Adelina Call Center, Kyiv 
October 2014 - May 2015
Assisting in the formulation of targets for individuals and teams; Anticipating escalation and take over calls when needed;
Answering questions from staff and provide guidance and feedback; Onboarding new employees;
Measuring performance with key metrics such as call abandonment, calls waiting etc.; Keeping management informed on issues and problems;
Preparing daily/montly results and performance reports.

Office-manager in Avi Trade Kyiv, Kyiv 
May 2015 - November 2016
Organising meetings and managing databases;
Assisting CEO during the trips abroad and making translation;
Booking transport and accommodation;
Ordering stationery and furniture;
Dealing with correspondence, complaints and queries;
Preparing letters, presentations and reports;
Attending meetings with senior management, making minutes;
Assisting the organisation's HR function by keeping personnel records up to date, arranging interviews and so on.

Supply manager in Avi Trade Kyiv, Kyiv 
November 2016 - now
Acting as a point of contact between the company and suppliers;
Identifying potential suppliers based on project requirements;
Negotiating contracts, terms and deadlines with vendors and suppliers;
Monitoring and updating relevant departments regarding price fluctuations of goods and vendor pricing;
Processing purchase orders to acquire goods.

Supply manager in Diacom-Group Engineering (ventilation, air-conditioning), Kyiv
April 2018 - now
Acting as a point of contact between the company and suppliers;
Identifying potential suppliers based on project requirements;
Negotiating contracts, terms and deadlines with vendors and suppliers;
Monitoring and updating relevant departments regarding price fluctuations of goods and vendor pricing;
Processing purchase orders to acquire goods.