Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Svitlana Ihnatievska

Montreal,Quebec

Summary

Dynamic professional with a proven track record at Rozetka, adept in customer service and problem-solving abilities. Skilled in CRM software and Microsoft Office Suite, demonstrating exceptional critical thinking and technical support capabilities. Achieved remarkable customer satisfaction through effective communication and active listening.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Rozetka
05.2018 - 02.2024
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.

Collections Agent

Pristav
10.2015 - 05.2018
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
  • Negotiated to collect balance in full.

Digital Marketing Specialist

CrossWeb
07.2013 - 10.2015
  • Implemented new strategies to improve click-through rates and conversion.
  • Collaborated with cross-functional teams to develop integrated marketing plans that included both traditional and digital channels.
  • Monitored and evaluated website analytics to identify trends and opportunities for improvement.
  • Implemented pay-per-click campaigns to increase website traffic and conversions.
  • Created Pay-Per-Click campaigns to drive targeted traffic to company website.

Education

Master of Economics - Commodity Science And Customs Affairs

Kyiv National University of Trade And Economics
Kyiv, Ukraine
07.2013

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Call center experience
  • Computer Proficiency
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft Office Suite
  • Technical Support
  • Professional telephone demeanor
  • Customer Education
  • Research
  • Service Upselling
  • CRM Software

Languages

English
Professional Working
Ukrainian
Native or Bilingual
Russian
Native or Bilingual

Timeline

Customer Service Representative

Rozetka
05.2018 - 02.2024

Collections Agent

Pristav
10.2015 - 05.2018

Digital Marketing Specialist

CrossWeb
07.2013 - 10.2015

Master of Economics - Commodity Science And Customs Affairs

Kyiv National University of Trade And Economics

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Svitlana Ihnatievska