Oleksandr Levchenko

www.westjet.com

WestJet Airlines is a major Canadian airline headquartered in Calgary, Alberta, near Calgary International Airport. It is the second-largest airline based in Canada, behind Air Canada, operating an average of 777 flights and carrying more than 66,130 passengers per day. In 2018, WestJet carried 25.49 million passengers, making it the ninth-largest airline in North America by passengers carried.

• Communicated with 70-100 customers locally and internationally on every shift.
• Stayed up-to-date with relevant contact center operations, quality standards, received more then 90% kpi and customer satisfaction rate every month.
• Made air travel bookings for guests, provided pre and post booking support, such as changing and canceling reservations, using Sabre and Sharepoint.
• Collaborated with different departments such as help desk, rewards supports, groups booking department, special services team and travel agents.
• Identified potential sales opportunities by cross-selling and upselling additional travel products or services.
• I was responsible for resolving issues and assisting customers with the resources that were available to me, while balancing the needs of the guest with the business needs.
• Demonstrated technical knowledge and educated customers on features and benefits of products and services.

www.alorica.com

Alorica is an innovative customer experience management and Business Process Outsourcing services solution headquartered in Irvine, California. Alorica provides several customer experience tools and services for companies of any size and industry since 1999.

• Assisted over 50 customers per day with various types of technical issues and inquiries via email, live chat and telephone, social media, committed to going above and beyond for customers.
• Calmly attempted to resolve and de-escalate any issues.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Made full investigation, evaluation, analysis, negotiation and settlement of lost parcels.
• Collaborated with departments such as Home Care and Geek Squad.
• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
• Troubleshot networking issues, including connectivity problems, slow speeds, or complete outages, effectively restoring service functionality promptly.
• Documented support interactions for future reference.

www.trackensure.com

TrackEnsure Inc. is a SaaS company with a start-up environment based in Toronto, Canada with the centers of development in Ukrainian cities such as Kyiv, Kharkiv, Odesa and Mykolaiv. Trackensure provides software, hardware and services for B2B and B2C clients..

• Provided customer service in the analysis, troubleshooting, resolution and administrative duties
• Diagnosed and troubleshot software application issues, resolving 95% of cases within the first contact.
• Installed, made changes and repaired computer hardware and software, managed bill of ladings (BOL’s).
• Reviewed unusual support cases for technical and troubleshooting accuracy, identifying process improvements that reduced recurring issues by 20%.
• Used wireless communication tools to assist clients with technical and product
  questions on IOS/Android devices.
• Collaborated with the product development team, provided feedback from clients to help shape future product features and functionality that address client needs.
• Helped customers with log in, general application navigation, and provided a product training.