Kateryna Moroz
Customer support speçialist
Almada
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Diligent Customer support specialist skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Customer support speçialist
Philip Morris International, PMI
Lisbon, Portugal
07.2021 - 04.2024
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Generated reports to track performance and analyze trends.
Customer Support Specialist
Philip Morris International, PMI
Kharkiv, Ukraine
04.2016 - 06.2021
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Worked closely with sales representatives to ensure seamless handoff of potential leads from support interactions.
- Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.
- Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within the team.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained and managed customer files and databases.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
Customer support specialist, Back office
PJSC KB Privat Bank
Kharkiv, Ukraine
2013.04 - 2016.01
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
Education
Master of Science - Economic Statistics
Simon Kuznets Kharkiv National University Of Econo
09.2006 - 02.2012
Skills
- Customer Needs Assessment
- Customer Relationship Management
- Customer Service Excellence
- Customer Response
- Appointment Scheduling
- Call Control
- Ticket Management
- Organizational Skills
- Creative Issue Resolution
- Microsoft Windows and Office
- Issue and Resolution Tracking
- Customer Communication and Empathy
- Collaborative Team Player
Languages
English
Beginner (A1)
Portuguese
Beginner (A1)
Timeline
Customer support speçialist
Philip Morris International, PMI
07.2021 - 04.2024
Customer Support Specialist
Philip Morris International, PMI
04.2016 - 06.2021
Customer support specialist, Back office
PJSC KB Privat Bank
2013.04 - 2016.01
Master of Science - Economic Statistics
Simon Kuznets Kharkiv National University Of Econo
09.2006 - 02.2012
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