Viktoriia Makoshko
Calgary
Summary
Results-oriented and highly motivated inside sales and customer success specialist with Bachelor's degree and 6+ years of experience in operations in globally renowned companies. Effectively supported B2B customers across different countries and markets in Canada, Europe, US and Africa, as well as professionally onboarded new accounts.
Overview
6
6
years of professional experience
Work History
Customer Success Specialist
Element Fleet Management
04.2023 - 08.2024
- Built and nourished relationships with clients to gain understanding of their fleet requirements, industry and business goals
- Served as primary point of contact, addressing day-to-day concerns promptly
- Provided account support, using various systems and tools such as dedicated fleet management platform and Salesforce, addressing inquiries and challenges in a timely manner to meet clients' fleet needs, in collaboration with internal teams
- Offered guidance in platforms navigation, policies as well as service offerings
- Escalated complex issues to subject matter experts
- Analyzed clients' fleet management practices and recommended appropriate reports, in order to identify cost-saving opportunities and streamline processes
- Prepared regular reports for clients on their inventory, expenses and other metrics
- Achieved clean single-truck and bulk order submission, as per clients' specifications as well as internal guidelines
- Proactively offered and lead training sessions to main fleet contacts on the most valuable self-serve tools, systems and reports.
Customer Success Specialist
Shell
07.2022 - 02.2023
- Managed several B2B customers in Europe performing order management, scheduling activities, claims resolution
- Achieved high customer satisfaction, as proven by quarterly customer satisfaction survey results of 9+ Promoter scores, by having constant contact with customers via emails and regular catch-up meetings regarding stock readiness dates, order status, pricing disputes, export documents
- Processed client's orders, created deliveries and shipments, checked product availability in plants and warehouses and generated export and billing documents using SAP
- Cooperated closely with internal stakeholders (Sales, Supply Planning, Demand Planning, Plants, Trade & Compliance) to achieve mutual sales and inventory targets and KPIs such as OTIF, CSI and claims resolution SLAs, as well as to meet customer's expectations.
Inside Sales Representative
Guardian Glass
11.2021 - 07.2022
- Acted as first point of contact for up to 20 customers across the UK and Ireland market, closely collaborated with Sales team in order to achieve set targets
- Evaluated customers' ordering performance as well as volume shipped vs forecasted
- Utilized various tools daily: WGS, Power BI, Salesforce, Genesis
- Supported customers' requests by entering orders into the system according to provided demand, checked stock availability and transport capacity, addressed various claims and disputes with respective teams
- Managed customer projects for special make-to-order products, which required close cooperation with production teams, plants, sales team and logistics.
Customer Operations Specialist
Shell
05.2018 - 10.2021
- Key account end-to-end support to the biggest customer in Africa (order management, export documents, complaints and disputes support, sea and road freight scheduling) using SAP
- Managed complex Bulk orders, with special requirements in terms of documents as well as plant loading and strict safety instructions, ensuring smooth operations and timely delivery for strategic client sites
- Provided performance updates during weekly catch up calls with customers, as well as internal operational calls
- Project delivered in 2020 - 2021: Onboarded a new Shell customer (several mln liters annual volume), established ways of working, provided multiple training sessions on systems and export processes, identified crucial steps for smooth export operations in collaboration with multiple teams across Shell.
Education
Bachelor's Degree - English Interpreting
Kremenchuk State Polytechnic University
Kremenchuk, Ukraine06.2006
Skills
- Salesforce/Service Cloud
- ServiceNow
- SAP
- Power BI
- MS Office
- Customer Service
- Stakeholder Management
Languages
English
Full Professional
Ukrainian
Native or Bilingual
Polish
Elementary
Russian
Full Professional
Timeline
Customer Success Specialist
Element Fleet Management
04.2023 - 08.2024
Customer Success Specialist
Shell
07.2022 - 02.2023
Inside Sales Representative
Guardian Glass
11.2021 - 07.2022
Customer Operations Specialist
Shell
05.2018 - 10.2021
Bachelor's Degree - English Interpreting
Kremenchuk State Polytechnic University
Similar Profiles
Trenton DeaversTrenton Deavers
Senior Financial Analyst at Element Fleet ManagementSenior Financial Analyst at Element Fleet Management
FELIX MITCHELL-WILLIAMSFELIX MITCHELL-WILLIAMS
Licensing Associate at Element Fleet ManagementLicensing Associate at Element Fleet Management
Steven GardnerSteven Gardner
Staff Accountant at Element Fleet ManagementStaff Accountant at Element Fleet Management