Diana Bohutska
Huissen
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
6
6
years of professional experience
Work History
Education Specialist
Jane App
11.2023 - Current
- Maintained current knowledge of evolving changes in marketplace and software.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Collaborated with managers and other teams to provide customer feedback and recommend operational changes to meet emerging trends.
- Tailored customer relationships by determining expected needs and finding correct solutions.
- Maintained high level of understanding regarding industry trends, legislation, compliance, and competitor activity.
- Managed over 200 active active accounts.
Product Specialist
Jane App
05.2023 - Current
- Demonstrated products to show potential customers benefits and advantages.
- Troubleshoot client inquiries and create solutions using applicable workarounds.
- Utilized various customer service software to manage interactions and track customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Leveraged consultative approach to gather customer details and technical data.
- Attended industry events and conventions to expand sales opportunities and increase brand awareness.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Onboarding Team Lead
Virtual Gurus
10.2022 - 05.2023
- Assisted Vice President of Operations in developing, documenting, and maintaining Standard Operating Procedures.
- Onboarded, trained and mentored 10+ new team members.
- Provided ongoing performance feedback, coaching and development support to Onboarding team.
- Experienced in managing and prioritizing multiple client requests daily.
- Worked closely with Tech, Sales, Operations, Marketing, Finance, People and Culture departments.
- Decreased monthly churn from 9% to 3% utilizing tools and skills like retention and de-escalation.
- Provided recommendations based on customer pain points - educating customers on industry trends and best practices while taking into consideration the financial and strategic realities of the customer.
- Acted as the first point of escalation for customer concerns.
- Management of large and enterprise accounts.
- Recruited, interviewed and hired employees and implemented a mentoring program to promote positive feedback and engagement.
Client Success Manager
Virtual Gurus
05.2022 - 10.2022
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Supported clients during onboarding to ensure they are set up for long-lasting success.
- Tailored customer relationships by determining expected needs and finding correct solutions.
- Collaborated with internal teams including Sales, Accounting, Tech, Marketing, People and Culture and Talent departments.
- Manage multiple client projects and communications through multiple communication channels.
- Created customer support strategies to increase customer retention.
- Utilized customer feedback to inform changes and improvements to customer success plans.
Client Care Specialist
Renewal Homeopathy and Wellness
07.2020 - 05.2022
- Utilized Jane App for booking, chart management, scheduling, invoicing, processing payments, and managing multiple practices in the system.
- Set up software features.
- Executed administrative, clinic management, and sales duties.
- Provided outstanding customer service and hospitality skills.
- Contribute to the clinic culture
- Finalized sales, processed payments and scheduled deliveries.
- Provided support to clinic owner, clinical staff and clients.
- Processed patient registration, schedule and re-schedule appointments and process cancellations for office visits and implement clinic policies.
- Updated training materials and procedures based on new business needs, processes.
- Responsible for analyzing, selecting, and implementing performance solutions for business performance gaps based on business needs
- Supervised and trained individuals.
- Maintained confidentiality of sensitive information.
Client Care Specialist
Holistic Institute of Health and Fertility
05.2018 - 01.2020
- Utilized HealthQuest software for booking, chart management, scheduling, invoicing, and managing multiple practices in the system
- Executed administrative, management, and sales duties.
- Provided outstanding customer service and hospitality skills.
- Contributed to the clinic culture and upheld clinic values.
- Provided support to clinic owner, clinical staff and clients.
- Processed patient registration, schedule and re-schedule appointments and process cancellations for office visits and implement clinic policies.
- Maintained confidentiality of sensitive information.
Education
Bachelor of Education -
University of Calgary
Calgary, ABBachelor of Arts: International Relations -
Universidad Carlos III De Madrid
Madrid, SpainBachelor of Arts: International Relations, International Political Economy -
University of Calgary
Calgary, ABProduction Field Operations Certificate -
Southern Alberta Institute of Technology
Calgary, ABSkills
- Proactive communication
- Customer retention
- Attention to detail
- Negotiations
- Develop and foster relationships
- Cross-functional collaboration
- Analytical, critical, and creative thinking
- Planning and coordination
- Goal-oriented
- Culture and mission driven
- High propensity to learn new skills
- High technical skills
Accomplishments
- Jason Lang Scholarship Recipient (2021)
- Alexander Rutherford Scholarship Recipient (2020)
- Osvita Youth Leadership Award Recipient (2020)
Languages
English (fluent)
Ukrainian (native)
Russian (fluent)
Softwareplatforms
- Google Workspace
- Office 365
- Adobe Suite
- Surfboard
- SalesForce
- HubSpot
- Slack
- Open Phone
- Talk Desk
- Zoom
- Fresh Desk
- Help Scout
- Teamwork
- Teamwork Desk
- Jane App
- Health Quest
- TalentPlace
- Calendly
- CRM software
- Project management systems
Timeline
Education Specialist
Jane App
11.2023 - Current
Product Specialist
Jane App
05.2023 - Current
Onboarding Team Lead
Virtual Gurus
10.2022 - 05.2023
Client Success Manager
Virtual Gurus
05.2022 - 10.2022
Client Care Specialist
Renewal Homeopathy and Wellness
07.2020 - 05.2022
Client Care Specialist
Holistic Institute of Health and Fertility
05.2018 - 01.2020
Bachelor of Education -
University of Calgary
Bachelor of Arts: International Relations -
Universidad Carlos III De Madrid
Bachelor of Arts: International Relations, International Political Economy -
University of Calgary
Production Field Operations Certificate -
Southern Alberta Institute of Technology
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