Position: Customer Support Specialist, Customer Care Expert, Customer Success Representative
Category: Support
English level: fluent
Years of experience: 9

Problem Solving, Multitasking, Priority Setting, Attention to detail, Logical Mindset, People-Oriented, Positive Attitude.
Recommendations available on request.
Dec 2018 – Sep 2020
Nustay.com
Senior Customer Care Expert

• Liaised between guests and hotel partners to resolve diverse complexity issues via phone and email on various topics such as additional travel advice, modifications, cancellation, relocation etc.
• Delivered accurate, valid and complete information to customers via emails, chats and phone calls.
• Investigated booking process details and contacted hotel suppliers in regard to reservations.
• Ensured a high level of customer service and positive guest experience.
• Provided relevant parties with necessary information (hotel suppliers, clients, management).
• Made new hotel bookings by using the right tools and methods.

Oct 2016 – Nov 2018
Agel Enterprises
Senior Customer Support Specialist

• Communicated directly with product distributors, customers, vendors.
• Promptly responded to general queries and handled any operational issues.
• Followed up on any customer request and ensured the feedback is given in a timely manner.
• Consistently improved customer satisfaction through expert resolution of conflicts, issues etc.
• Provided support in organization of leadership seminars and incentive trips.
• Created and edited customer-related informative materials (internal policies and procedures, payout plan, promo offers, communication letters).
• Established effective working relations with overseas teams, assisted with customer support for European and Russian markets.
• Performed written translations and interpreted at meetings.

May 2011 – Nov 2015
Morinda Inc.
Senior Customer Service Specialist

• Provided customers and product consultants with quality assistance via phone, email, in person.
• Delivered professional and effective customer service at front desk.
• Ensured high quality and consistency of answers given to client queries by the call-center team.
• Improved quality of a self-service portal and knowledge base by making its content detailed, specific and relevant.
• Contributed in resolving various complexity issues promptly and courteously.
• Translated documentation and interpreted at seminars, international conferences.
• Organized and maintained customer files and records flow.
No night shifts, not interested in sales