Evgeniya Popova
Calgary,AB
Summary
Organized and reliable team player skilled at managing multiple priorities with a positive attitude. Ready to take on additional responsibilities to achieve team goals. Seeking a full-time Customer Support Representative position within a company known for its high standards with a commitment to fully dedicating into the role and its responsibilities.
Overview
9
9
years of professional experience
Work History
Technical Support Manager
Trackensure Inc.
01.2021 - 09.2023
- Managed customer contact center with over 35 support representatives.
- Conducted over 30 interviews and 1:1 sessions with subordinates to identify their needs and concerns.
- Implemented duty rotation system across 13 teams, optimizing task coverage and relieving teams from repetitive responsibilities.
- Tested new product launches and provided support for post-release activities. Coordinated troubleshooting of customer-reported issues with development team for quick resolutions.
Technical Support Team Leader
Trackensure Inc.
12.2019 - 01.2021
- Researched product, resolved diverse range of technical issues and worked with development teams to address concerns.
- Mentored 6 junior team members.
- Dealt with problematic customers.
Technical Support Team Member
Trackensure Inc.
07.2019 - 12.2019
- Provided customer support in dynamic work environment.
- Responded to customer inquiries over 20 incoming calls and e-mail per shift.
Front Desk Administrator
FRS Caribbean
05.2014 - 01.2019
- Provided exceptional customer service to over 400 customers per shift.
- Inspected and verified incoming goods. Maintained inventory control records.
- Resolved issues and responded to passenger emergencies during voyage.
Education
Administrative Assistant Course
Calgary Immigrant Women's Association
Calgary, AB07.2024
Master of Philology - Germanic Languages And Literature
Petro Mohylya Black Sea National University
02.2014
Skills
- Technical Support
- Call Center Operations
- Problem-Solving
- Technical Aptitude
- Attention to Detail
- Multitasking
- Time management
- Microsoft Office Suite
Languages
Russian - native
Ukrainian - native
English - professional working
Spanish - limited working
Volunteer Experience
Currently serving as a volunteer physiotherapist assistant at Sewa Physiotherapy Clinic.
- Providing reception support by responding to incoming calls and inquiries from clients.
- Confirming appointments and managing schedules to ensure smooth operation of daily activities.
- Performing general administrative support including data entry, filing, correspondence.
Timeline
Technical Support Manager
Trackensure Inc.
01.2021 - 09.2023
Technical Support Team Leader
Trackensure Inc.
12.2019 - 01.2021
Technical Support Team Member
Trackensure Inc.
07.2019 - 12.2019
Front Desk Administrator
FRS Caribbean
05.2014 - 01.2019
Administrative Assistant Course
Calgary Immigrant Women's Association
Master of Philology - Germanic Languages And Literature
Petro Mohylya Black Sea National University