Bohdana Viun
Edmonton,AB
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Hotel & Restaurant Ukraine
02.2018 - 03.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Customer Service Representative
Family Centre
08.2011 - 01.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- manager skills
- organizational skills
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Arts - Interactive Marketing Communications & Economy
National University
Ukraine09.2005
Skills
- Customer Relationship Management (CRM) Software
- Communicative skills
- Managing Operations and Efficiency
- Computer skills
- Basic Financial accountability
- Organizational skills
Additional Information
Ukrainian Language-intermediate
Russian Language-intermediate
English Language-Fluent
Timeline
Customer Service Manager
Hotel & Restaurant Ukraine
02.2018 - 03.2023
Customer Service Representative
Family Centre
08.2011 - 01.2018
Bachelor of Arts - Interactive Marketing Communications & Economy
National University
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