Oleh Yavtushenko
Dubai
Summary
Highly-qualified Customer Service Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training. Hardworking and reliable with excellent attention to detail.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Teamlead
Pharmbills
Odesa
09.2019 - 02.2024
- Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
- Maintained email and live chat logs for customer records and service appraisals.
- Maintained notes in CRM system of customer interactions for future reference.
- Managed workflow to continuously exceed quality service goals.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
- Created, edited and forwarded spreadsheets and documents.
Education
Master of Business Administration - Business, trade and exchange activities
Odessa National Economic University
Odesa, Ukraine 09.2020 - 12.2021
Bachelor's degree - Economics and Business Planning
Odessa National Economic University
Odesa, Ukraine 09.2017 - 06.2020
Diploma of Education - Law
National Univercity "Odesa Law Academy"
Odesa, Ukraine 09.2015 - 06.2017
Skills
- Data entry
- CRM
- Customer relations
- Management
- Billing
- Mail handling
- Document management
- Leadership
- Problem-solving
- Communication skills
- Google Workspace
- Accounting
- Call structure
- Online customer service
- Live chat
- Complaint handling techniques
Affiliations
- Cooking, CrossFit, Cycling, Hiking, Reading, Yoga, Going out, Family, Friends, Socialising, Walking, Sport, Movies.
Timeline
Master of Business Administration - Business, trade and exchange activities
Odessa National Economic University
09.2020 - 12.2021
Customer Service Teamlead
Pharmbills
09.2019 - 02.2024
Bachelor's degree - Economics and Business Planning
Odessa National Economic University
09.2017 - 06.2020
Diploma of Education - Law
National Univercity "Odesa Law Academy"
09.2015 - 06.2017
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