Tetiana Shyshkova
New Westminster
Summary
Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.
Overview
3
3
years of professional experience
Work History
Customer Service Call Center Supervisor
Odenza Vacations
03.2024 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Reservation/Sales Agent
Pan Pacific Vancouver
10.2022 - 01.2024
- Achieved excellence in meeting room sales quotas, initiating proactive outreach to prospective clients and effectively closing deals.
- Demonstrated adaptability in learning new technologies, quickly mastering reservation software updates as needed for continued success in the role.
- Handled billing information over phone.
- Increased revenue with upselling techniques and promoting additional services or packages to guests during the reservation process.
Front Desk/Night Auditor
Ramada by Wyndham
03.2022 - 11.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Trained and mentored staff on procedures, service standards and productivity strategies.
Education
Post-Baccaleurate Diploma - Hospitality And Tourism Management
Thompson Rivers University
05.2015
Bachelor of Social Science - Sociology
Mechnikova Odessa State University
05.2013
Skills
- Team building and leadership
- Decision-making
- Conflict resolution
- Training and mentoring
- Customer relations
- Handling escalations
- Delegating work
- Sales support
- Employee scheduling
- Call center operations
Community Service
- Christmas Wish Breakfast, Vancouver's annual Christmas Breakfast and toy drive at Pan Pacific Hotel. Vancouver, BC 2022
- TRU Student and Community Engagement. Canada Day Festival, Kamloops, BC 2014
- J.U.M.P. Volunteering Organization. Providing nutritional, free weekly community meals to poverty-stricken individuals, Kamloops, BC 2014
Certificates
- Serving It Right
- Super Host Customer Service Training
Timeline
Customer Service Call Center Supervisor
Odenza Vacations
03.2024 - Current
Reservation/Sales Agent
Pan Pacific Vancouver
10.2022 - 01.2024
Front Desk/Night Auditor
Ramada by Wyndham
03.2022 - 11.2022
Bachelor of Social Science - Sociology
Mechnikova Odessa State University
Post-Baccaleurate Diploma - Hospitality And Tourism Management
Thompson Rivers University
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