Kseniia Borodachova
St. John's,NL
Summary
Proven customer service specialist with a track record of enhancing client satisfaction. Over 4 years of involvement in maritime logistics along with 10 years of direct customer service experience
providing expert-level support. Skilled in method improvements and conflict resolution, adept at multitasking and critical thinking. Demonstrated ability to improve loyalty and streamline service delivery, leveraging Microsoft Office and teamwork skills for peak efficiency.
Overview
5
5
years of professional experience
Work History
English Interpreter
Association For New Canadians
St. John's, NL
10.2022 - 02.2023
- Enhanced client communication by providing accurate interpretation services during meetings and conferences.
- Interpreted spoken Ukrainian and Russian languages to English and vice versa.
Customer Service Representative
CMA CGM Shared Service Centre
Tallinn, Estonia
07.2018 - 08.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes.
Education
Bachelor Of Science - Management
National University of Shipbuilding
UkraineSkills
- Organizational and Communicational Skills
- Time Management and Task Prioritization
- Freight Forwarding and Cross Trade Shipments
- Conflict resolution
- Fluent English
- Critical Thinking
- Attention to Detail
- Advanced Microsoft Office User
- Multitasking
- Teamwork and Collaboration
- Adaptability and Flexibility
- Fast Learner
Accomplishments
Employee recognition awards:
- Ultimate Contributor. For opening the door for Key Account management through excellent handling (2021).
- Innovator. In appreciation for efforts to always offer brilliant ideas (2019).
Languages
English
Full Professional
Ukrainian
Native or Bilingual
Russian
Native or Bilingual
Estonian
Elementary
Additional Information
Professional training:
- General Shipping
- Stress Management
- Diversity in the Workplace
- Mentoring
- Giving and Receiving Feedback
Timeline
English Interpreter
Association For New Canadians
10.2022 - 02.2023
Customer Service Representative
CMA CGM Shared Service Centre
07.2018 - 08.2022
Bachelor Of Science - Management
National University of Shipbuilding