Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Oleh Yavtushenko

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
2019.09 - 2024.02
  • 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
2020.09 - 2021.12

Bachelor's degree - Economics and Business Planning

Odessa National Economic University
Odesa, Ukraine
2017.09 - 2020.06

Diploma of Education - Law

National Univercity "Odesa Law Academy"
Odesa, Ukraine
2015.09 - 2017.06

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
2020.09 - 2021.12

Customer Service Teamlead

Pharmbills
2019.09 - 2024.02

Bachelor's degree - Economics and Business Planning

Odessa National Economic University
2017.09 - 2020.06

Diploma of Education - Law

National Univercity "Odesa Law Academy"
2015.09 - 2017.06

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    <ul> <li>Greeted and checked in third-party and Veho-affiliated drivers with professionalism.</li> <li>Escorted delivery routes to designated locations, maintaining a positive demeanor.</li> <li>Resolved delivery route issues and discrepancies proactively.</li> <li>Achieved daily delivery route send-off quotas efficiently.</li> <li>Scanned and sorted packages onto appropriate delivery routes accurately.</li> <li>Categorized packages by delivery addresses using scanning technology and conveyor systems.</li> <li>Maintained accurate warehouse inventory, reporting discrepancies promptly.</li> <li>Ensured proper documentation and labeling for each package before dispatch.</li> <li>Trained new staff on customer service protocols and best practices.</li> <li>Utilized job-related software to prepare change of address records and issue service discontinuance orders.</li> <li>Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.</li> <li>Surpassed sales goals through the implementation of successful marketing strategies.</li> </ul> at VEHO TECH INC<ul> <li>Greeted and checked in third-party and Veho-affiliated drivers with professionalism.</li> <li>Escorted delivery routes to designated locations, maintaining a positive demeanor.</li> <li>Resolved delivery route issues and discrepancies proactively.</li> <li>Achieved daily delivery route send-off quotas efficiently.</li> <li>Scanned and sorted packages onto appropriate delivery routes accurately.</li> <li>Categorized packages by delivery addresses using scanning technology and conveyor systems.</li> <li>Maintained accurate warehouse inventory, reporting discrepancies promptly.</li> <li>Ensured proper documentation and labeling for each package before dispatch.</li> <li>Trained new staff on customer service protocols and best practices.</li> <li>Utilized job-related software to prepare change of address records and issue service discontinuance orders.</li> <li>Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.</li> <li>Surpassed sales goals through the implementation of successful marketing strategies.</li> </ul> at VEHO TECH INC

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Oleh Yavtushenko