Kateryna Olkhovska
Almada,15
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Customer Service Specialist
PMI Ukraine/PMI Portugal
08.2021 - 04.2024
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained and managed customer files and databases.
- Developed rapport with customers, fostering long-term relationships and repeat business.
EMEA Customer Service Specialist
Malteurop Ukraine LLC
06.2019 - 08.2021
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
- Managed high call volume while maintaining courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Ensured timely follow-up on pending cases, reducing number of unresolved issues significantly over time.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained and managed customer files and databases.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Resolved concerns with products or services to help with retention and drive sales.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Provided comprehensive support during periods of high call volume by adjusting schedules to accommodate increased needs efficiently.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
International sales manager
CompanyOMIS
09.2018 - 03.2019
- Preparing documents for international sales, Control of payments, Preparing orders in 1C
- Documented transactions and managed high-value accounts using SFDC.
- Collaborated with Regional Sales Managers to make strategic sales decisions.
- Developed relationships with clients and potential clients to improve business growth.
- Negotiated with Romanian, Polish, Hungary companies to achieve advantageous deals for company.
- Expanded international sales by cultivating strong relationships with key clients and distributors.
Deputy Head of the Department
PJSC KB Privat Bank
07.2014 - 07.2018
- Streamlined internal processes for increased efficiency and improved communication among departments.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
Education
Bachelor of Science - English Language And Literature
V.N Karazin Kharkiv National University
Kharkiv, Ukraine06.2022
Master's Degree -
National Technical University "Kharkiv Polytechnic Institute"
Kharkiv, Ukraine06.2014
Bachelor's Degree -
National Technical University "Kharkiv Polytechnic Institute"
Kharkiv, Ukraine05.2012
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Excellent written and oral communication
- Telephone Etiquette
- Complaint Handling
- Problem Resolution
- Complaint resolution
- Project Management
- Customer Order Management
- Conflict Mediation
- Problem-solving abilities
- Active Listening
- Follow-up skills
- Prioritization
- Microsoft Outlook
- Administrative Support
- Critical Thinking
Office equipment proficiency
Documentation
Product Knowledge
Live chat support
Microsoft Office Suite
SFDC CRM system proficiency
Paperwork Processing
Data Collection
Sales closing
Order Fulfillment
Staff Training
Report Preparation
Report creation
Consultative Sales
Additional Information
Using a PC to a confidence level of the user ( the package Microsoft Office, Internet, searching for necessary information in short-terms.
Languages
English
Portuguese
Ukrainian
Russian
Personal Qualities
- Communicative
- Organizational skills
- Commitment
- Perseverance
- High learning ability
- Responsibility
- Initiative
- Creative thinking
- Time-management skills
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Specialist
PMI Ukraine/PMI Portugal
08.2021 - 04.2024
EMEA Customer Service Specialist
Malteurop Ukraine LLC
06.2019 - 08.2021
International sales manager
CompanyOMIS
09.2018 - 03.2019
Deputy Head of the Department
PJSC KB Privat Bank
07.2014 - 07.2018
Bachelor of Science - English Language And Literature
V.N Karazin Kharkiv National University
Master's Degree -
National Technical University "Kharkiv Polytechnic Institute"
Bachelor's Degree -
National Technical University "Kharkiv Polytechnic Institute"
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