Iryna Al-Khateeb
Guelph,Ontario
Summary
· Dedicated Professional with over 13 years of experience in Sales, Marketing, Customer Service and Team Leadership.
· Proactive and adept at grasping new concepts quickly.
· Proficient computer skills in data, processing and website management.
· Exceptional attention to detail with the ability to manage and lead in fast paced environments.
Overview
13
13
years of professional experience
Work History
Volunteer Clerical Assistant
Immigrant Services Guelph-Wellington
2023.12 - Current
- Contributed to a positive work environment by collaborating effectively with colleagues on various projects.
- Efficiently completed multiple office administrative projects.
- Welcomed participants to conferences and events.
- Improved workflow processes through regular review and updating of procedural documentation.
Online Store Owner
Wellsoft_UA
2018.02 - 2023.01
- Created an online clothing store.
- Successfully managed social media promotions.
- Developed a loyal customer base with personalized assistance, attentive listening, and friendly interactions.
- Effectively liaised and communicated with distributors.
- Adapted store operations to meet changing market conditions and customer needs while preserving overall business stability.
- Enhanced customer satisfaction by providing exceptional service and addressing customer inquiries or concerns promptly.
Account Manager/ Product Manager
Brandcitations.com
2015.04 - 2017.04
- Developed and project coordinated a user-friendly website for parents to access health and parenting information (rocketparents.com)
- Created product promotional campaigns.
- Developed a website for contractors to advertise services (etotdom.com)
- Sold advertising space to contractors on the website.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
Call Centre Team Leader
PrivatBank
2014.01 - 2015.03
- Supervised a team of 30 call center agents.
- Improved customer satisfaction service ratings by 38%.
- Improved employee morale ratings by 22% year over year.
- Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
- Performed quality checks on call agent interactions and provided feedback.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
Call Centre Agent
PrivatBank
2013.04 - 2014.01
- Conducted 100+ outbound calls to new and existing customers to promote banking products and services.
- Assisted customers with opening/closing online banking services.
- Stayed up-to-date on all bank products and services.
- Efficiently resolved customer complaints.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Call Centre Agent
Global Bilgi
2011.01 - 2012.07
- Conducted cold calls to sell TV and satellite packages.
- Remained knowledgeable about products and services
- Provided efficient and accurate answers to customer questions.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
Education
Master of Science - Applied Materials
National Metallurgical Academy of Ukraine
Dnipro, Ukraraine06.2013
Skills
- Microsoft Office
- Cisco IP Communicator
- CRM software (Bitrix24)
- WebView Reporting
- Data Entry
- File Management
- Positive Attitude
- Customer Service
- Problem-solving abilities
- Teamwork and Collaboration
- Time Management
- Team Leadership
Languages
English
Full Professional
Ukrainian
Native or Bilingual
Russian
Native or Bilingual
Arabic
Elementary
Hobbies and Interests:
learning languages, reading, history, gym, community events, astrology.
Timeline
Volunteer Clerical Assistant
Immigrant Services Guelph-Wellington
2023.12 - Current
Online Store Owner
Wellsoft_UA
2018.02 - 2023.01
Account Manager/ Product Manager
Brandcitations.com
2015.04 - 2017.04
Call Centre Team Leader
PrivatBank
2014.01 - 2015.03
Call Centre Agent
PrivatBank
2013.04 - 2014.01
Call Centre Agent
Global Bilgi
2011.01 - 2012.07
Master of Science - Applied Materials
National Metallurgical Academy of Ukraine
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