Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Anna Lemesheva

Winnipeg,MB

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Ready to help team achieve company goals. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Holiday to Care for the Child

HOME
08.2018 - Current

Customer Success and Service Delivery Manager

Nova Poshta, Kyiv (Transportation Service)
03.2017 - 08.2018
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Search and selection of personnel for the delivery service
  • Document management of the delivery service (vacation, dismissal, hiring, sick leave);

Development Department Manager

LLC "In-Time", Kyiv (Delivery service)
06.2016 - 03.2017
  • Carried out day-day-day duties accurately and efficiently.
  • Developed and maintained courteous and effective working relationships.
  • Attraction of Partners to cooperation
  • Monitoring compliance with the standards for opening branches
  • Control of payment, invoicing and ordering the necessary products

Manager of Delivery Service

Nova Poshta, Kyiv (Transportation Service)
08.2015 - 06.2016
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Call Center Supervisor

Postman LLC, Kyiv (courier service)
10.2011 - 03.2015
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Supervised 60 operators in providing excellent customer service to callers.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Trained team members on performance metrics and consumer behavior identification.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.

Call Center Operator

POSTMAN LLC, Kyiv (courier company)
05.2010 - 10.2011
  • Responded to customer requests for products, services and company information.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Sales Representative

PP West Line Distribution, Kyiv (distribution company)
09.2008 - 11.2009
  • Increased sales by offering advice on purchases and promoting additional products.
  • Achieved monthly sales goals by promoting product benefits and enrolling new clients.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Organized sales paperwork, presented proposals and finalized contracts.

Education

Bachelor of Science - Tourism Manager

National Aviation University
Kyiv, Ukraine
07.2008

Skills

  • MS Office Proficiency
  • Customer Relationship Management
  • Critical Thinking
  • Company Organization
  • Training Development
  • Customer Service
  • Effective Workflow Management
  • Time Management
  • High Customer Service Standards Adherence

Additional Information

Language skills
• Russian ─ fluent
• Ukrainian ─ fluent
• English ─ pre-Intermediate


Personal qualities:
Responsibility, stress resistance, honesty, attention to detail, quick learner, punctuality, high efficiency, striving to improve the professional level. Without bad habbits

Timeline

Holiday to Care for the Child

HOME
08.2018 - Current

Customer Success and Service Delivery Manager

Nova Poshta, Kyiv (Transportation Service)
03.2017 - 08.2018

Development Department Manager

LLC "In-Time", Kyiv (Delivery service)
06.2016 - 03.2017

Manager of Delivery Service

Nova Poshta, Kyiv (Transportation Service)
08.2015 - 06.2016

Call Center Supervisor

Postman LLC, Kyiv (courier service)
10.2011 - 03.2015

Call Center Operator

POSTMAN LLC, Kyiv (courier company)
05.2010 - 10.2011

Sales Representative

PP West Line Distribution, Kyiv (distribution company)
09.2008 - 11.2009

Bachelor of Science - Tourism Manager

National Aviation University

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Anna Lemesheva