Horse riding, carting, snowboarding, yoga
Daryna Klochko
Summary
Dedicated Support professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Experienced in Customer service with over 7 years of expertise. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
3
3
Language
Work History
Head of the Customer Support
CEX.IO, Crypto exchange platform
Lisbon
04.2021 - Current
- Received and processed stock into inventory management system.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Prepared variety of different written communications, reports and documents.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Improved operations through consistent hard work and dedication.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Led projects and analyzed data to identify opportunities for improvement.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Created plans and communicated deadlines to complete projects on time.
Director of Customer Support
Athena Security
Kyiv
09.2019 - 02.2021
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Developed team communications and information for meetings.
- Increased customer satisfaction by resolving issues.
- Carried out day-to-day duties accurately and efficiently.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Participated in team-building activities to enhance working relationships.
- Drove operational improvements which resulted in savings and improved profit margins.
- Delivered services to customer locations within specific timeframes.
- Resolved problems, improved operations and provided exceptional service.
Head of Customer Support
Amadeus, IT Group, Amadeus Merchant
Kyiv
03.2016 - 09.2019
- Managed a team of 16 agents
- Developed and maintained courteous and effective working relationships.
- Conducted workflow analysis, define user requirements, identify issues and recommend and implement technical solutions.
- Improved operations through consistent hard work and dedication.
- Achieved activity targets within assigned reps' territory.
- Led projects and analyzed data to identify opportunities for improvement.
- Provided solid analysis required for decision making and drive the performance improvement.
- Supported annual business plan by preparing information about market insights and trends.
- Dealt with technical users and non-technical business owners to handle complex issues and sustain positive customer experience.
- Maintained energy and enthusiasm in fast-paced environment.
- Worked with ticketing system Zoho, dev system Pivotal.
- Analyzed feedbacks of implemented software products gathered from the end-users.
- Defined the requirements for the system modification based on the end-user comments and suggestions;
- Prepared and performed training of the local staff/end users, using materials and lesson plans and prepare reports on the performed trainings;
- Composed and prepared of KPI's and SLA's, ensuring that KPI's and SLA's were met and were relevant to the current workload/release.
Senior Customer Support Executive
Amadeus, IT Group, Amadeus Merchant
Kyiv
03.2015 - 03.2016
- Delivered 1st and 2nd level of support for Amadeus Merchant.
- Contented customers over phone, e-mail, e-support and with the help of remote tools.
- Utilized full product knowledge and problem resolution skills, using own knowledge and experience to provide fast and best resolution to the customers.
- Handled full circle of customer requests received via different channels.
- Delivered end-user training of the different product solutions.
- Delivered trainings and mentoring the new team members.
- Prepared and updated training materials, system solution specifics, manuals.
- Ensured deep and comprehensive diagnosis and escalate issues with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, updated incidents and report to customer until case is closed.
- Created period statistics and reports.
- Worked with Bug Tracker Systems: Mantis(Help desk), Jira, Dzendesk.
Education
Bachelor of Science - Philology
Shevchenko National University
Kyiv, Ukraine 09.2006 - 08.2010
Skills
Communication
Interests
Timeline
Head of the Customer Support
CEX.IO, Crypto exchange platform
04.2021 - Current
Director of Customer Support
Athena Security
09.2019 - 02.2021
Head of Customer Support
Amadeus, IT Group, Amadeus Merchant
03.2016 - 09.2019
Senior Customer Support Executive
Amadeus, IT Group, Amadeus Merchant
03.2015 - 03.2016
Bachelor of Science - Philology
Shevchenko National University
09.2006 - 08.2010
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