Daria Adamenko
Winnipeg
Summary
Bilingual customer service and technical support specialist with over 5 years of experience in eCommerce and customer-facing roles with in-depth understanding of various technical systems and concepts. Adept at managing high-volume requests, troubleshooting technical issues, and providing high-touch support to merchant partners. Proven ability to effectively handle complex issues, train teams, and build scalable support processes. Passionate about delivering exceptional service and improving operational efficiency through customer feedback and collaboration. Fluent in French and English (speaking and written).
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Sysco Canada
07.2022 - Current
- Effectively handled various types of customer orders, including special requests, next deliveries, direct shipments, and seasonal prebooks, ensuring smooth and timely processing
- Managed product complaints and coordinated resolution efforts to maintain a high level of customer satisfaction
- Used various troubleshooting techniques to ensure fast and effective resolving of various internal system related issues
- Assisted customers with payment processing and product returns/credits while ensuring the accuracy of all financial transactions
- Built and maintained strong relationships with customers, enhancing loyalty and repeat business
- Led team training sessions, demonstrating leadership skills and fostering a collaborative environment for knowledge sharing
- Continuously initiated and implemented corrective actions to improve customer service standards and support process efficiency
- Worked with cross-functional teams to address technical issues, ensuring the successful resolution of customer inquiries
Technical Support Training Manager
IT Star
02.2018 - 05.2022
- Identified training needs and facilitated group and individual training sessions for eCommerce platform users, including troubleshooting and operational techniques
- Managed the training budget and assisted in recruiting, interviewing, and onboarding new Customer Support Representatives
- Created various cross-department reports with detailed description of ongoing processes in the company
- Conducted post-training tests and gathered feedback to assess training effectiveness and adjust strategies accordingly
- Provided ongoing technical support to internal teams, ensuring they were equipped to troubleshoot and resolve issues effectively
Technical Support Team Lead
SkyCall
09.2016 - 02.2018
- Managed and delegated tasks to a team of customer support representatives, ensuring efficient operation and adherence to company guidelines
- Collected and analyzed feedback from customers and internal teams to identify opportunities for process improvements
- Developed and implemented new procedures to enhance service quality and customer experience
- Provided detailed statistical feedback to management on team performance, contributing to staff evaluations and rewards
Education
Master of Philology And Translation - Philology
Taras Shevchenko National University of Kyiv
Kyiv, UkraineSkills
Bilingual (French & English, speaking and written)
E-Commerce & Technical Support
Customer Relationship Management (CRM)
Troubleshooting and Issue Resolution
Process Improvement & Workflow Optimization
Training & Development
Order Processing & Billing
Strong Communication & Interpersonal Skills
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint)
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Customer Service Representative
Sysco Canada
07.2022 - Current
Technical Support Training Manager
IT Star
02.2018 - 05.2022
Technical Support Team Lead
SkyCall
09.2016 - 02.2018
Master of Philology And Translation - Philology
Taras Shevchenko National University of Kyiv
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