Oleksandra S.

Experience

• 

  Global Bilgi (Ukraine)

  Jul 2014 - Oct 2016

  Customer Service Manager

  - Processing and resolving customer requests;- Providing information on technical and service-related issues;- Conducting team meetings.

• 

  Шины и Диски

  Nov 2016 - May 2017

  Sales Manager

  - Consulting buyers on the availability and characteristics of goods;- Interacting with suppliers;- Organizing and monitoring deliveries;- Providing full order support.

• 

  Internet-bilet.ua

  May 2017 - Jul 2020

  Head of the Call Center, Financial Specialist

  - Recruitment and onboarding new employee;- Managing personnel, including conducting one-on-one meetings and fosteringteamwork;- Composing technical tasks for CRM system and website enhancement;- Implementing contact center software (telephony system and chatbot);- Overseeing project scope, timeline, and contact center team management;- Establishing service standards for contact center employees;- Gathering and analyzing customer feedback;- Creating and updating educational materials;- Collaborating with other teams to resolve complex issues;- Generating client invoices;- Processing refunds. Show less

• 

  HURMA System

  Oct 2020 - now

  - Facilitating the onboarding process for new customers;- Gathering and evaluating customer feedback to shape product requirements, features;- Collaborating with the Tech and Product teams to troubleshoot complex problems;- Creating and updating educational materials;- Delivering workshops for various stakeholders such as accountants, recruiters, HRmanagers, employees, and C-level executives.

  • Customer Success Team Lead

    Sept 2023 - now

  • Customer Success Manager

    Oct 2020 - now