Experience

• 

  English school

  Nov 2017 - May 2021

  Esl teacher

  • Provided private tutoring in English and Russian.• Created and implemented lesson plans emphasizing proper pronunciation, reading comprehension, grammar patterns, creative writing and conversation.• Monitored student progress; communicated with parents to meet their educational goals.

• 

  Prime air cleaning solutions llc

  Jan 2019 - Apr 2023

  • Negotiated prices, terms of sales, and service agreements.• Assessed customer needs by asking relevant questions and actively listening to determine solutioning steps.• Informed, advised, and performed industrial cleaning services for residential and commercial customers.• Increased customer loyalty, identifying, communicating, and responding to opportunities that would impact sales and customer satisfaction.• Trained several new technicians whilst overseeing a team of 4 sales technicians across different states. Show less

  • Field Technician

    Aug 2021 - Apr 2023

  • Customer Support Specialist

    Jan 2019 - Aug 2021
• 

  Xometry

  Apr 2023 - now

  Customer and partner care specialist

  • Maintain CRM systems, to include the support queue, monitoring ticket levels, and cleaning up tickets. • Process and monitor PO workflows assessing completeness, accuracy, and conformance to standards and specifications.• Communicate and resolve inquiries via phone, chat, and email, escalating tickets when appropriate.• Serve customers and partners through effective troubleshooting, problem-solving, and proactive learning.• Record and provide timely updates to customers and internal teams on the status of pending support tickets.• Uphold high service level standards by exceeding all service level metrics including but not limited to contact center metrics, NPS scores, quality assurance scores and adherence to schedule.• Create alternate operation solutions that mitigate risk while still meeting customer and partner needs.• Ensure an exceptional customer and partner experience by proactively bringing forward customer friction points, continuous improvement ideas and employee experience suggestions. Show less