Anastasiya Kiryutina
Hasselt
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
Foss Analytical
04.2017 - 01.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Generated customer satisfaction surveys to analyze results into action plans.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
Specialist (Bachelor) Faculty Of Philology - Teacher of French And English Languages
Moscow City Pedagogical University
Moscow, Russia06.2007
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Decision-Making
- Exceptional interpersonal communication
- Complaint resolution
- Team Building and Leadership
- Effective workflow management
- Customer Relationship Management (CRM)
- Conflict resolution techniques
- Exceptional telephone etiquette
- Conflict Management
- Project Management
- Staff education and training
Accomplishments
When I started working at Foss, the main task was to improve the quality of customer satisfaction in Russia, since this indicator was at a low level. Within a year of my starting work at Foss, a customer satisfaction survey showed such high results that Foss in Russia received an award for the highest customer satisfaction in the world.
Languages
English
Advanced (C1)
French
Advanced (C1)
Dutch
Elementary (A2)
Timeline
Customer Service Manager
Foss Analytical
04.2017 - 01.2021
Specialist (Bachelor) Faculty Of Philology - Teacher of French And English Languages
Moscow City Pedagogical University
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