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MM
Менеджер проектов

Gender Masculin

address Peste hotare

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About Me

I’m a proactive and goal-oriented Customer Support professional with strong leadership skills and a focus on continuous improvement. I bring experience in mentoring, onboarding, and optimizing team performance. My communication abilities, technical know-how, and people-first mindset help me build high-performing teams and deliver measurable outcomes. I thrive in structured environments where feedback and collaboration are valued. I enjoy working in a team where people support each other, and where there’s room to grow and bring new ideas to the table.

Education

  • 2020 - 2023: BA in Marketing and Market Communication at Cracow University of Economics (Krakow, Poland)
  • 2017 - 2020: Kolegium Europejskie - Europejskie Niepubliczne Liceum Ogólnokształcące w Krakowie - Biology Chemistry (Krakow, Poland)

Skills

  • Leadership & Collaboration
  • Coaching & Mentoring
  • Onboarding & Training
  • Team Coordination
  • Feedback Culture
  • Conflict Resolution

Customer Experience

  • Live Support (Phone, Chat, Email)
  • Customer Retention & Satisfaction
  • Problem Solving
  • Internal Process Support
  • QA Participation

Technical Tools

  • Zendesk
  • Jira
  • G-Suite
  • CRM System
  • Microsoft Suite, strong proficiency - Excel
  • Internal dashboards & analytics tools

Languages

  • Ukrainian, Russian C2 (native)
  • English C1
  • Polish C1
  • French A2
  • Romanian A1

Work Experience

UNICARGOTRANS S.R.L

  • Coordinated internal departments to ensure efficient processing and shipping of customer's orders.
  • Collaborated with warehouse staff to ensure accurate and efficient loading and unloading of shipments.
  • Ensured timely delivery of products according to customer specifications and deadlines.
  • Flexibility and ingenuity helped to deal with unforeseen situations.

Trucking Dispatcher

Transferg

  • Delivered customer support across phone, chat, and email, averaging over 300 tickets weekly with a 90%+ satisfaction rate.
  • Supported internal tools and processes across teams; known as a go-to person for cross-department support and problem-solving.
  • Participated in onboarding and training for new employees and interns; contributed to updated onboarding documentation.
  • Helped identify gaps in processes and suggested improvements, reducing response time and increasing CSAT.
  • Took part in internal QA and feedback loops to improve team performance and service delivery.
  • Tools used: Zendesk, Jira, G-Suite, internal dashboards and data tools.

Customer Support Specialist

Save the Children

  • Validated, verified, and monitored beneficiary data in the field.
  • Assisted the Evaluation Coordinator with data delivery.
  • Conducted assessments and maintained positive relationships with beneficiaries, families, communities, teams, and partners.
  • Guided project participants on actions and procedures.

Cash and Voucher Assistant

Hostʹovyy Dim Iryn

  • Managed and coordinated a seasonal team of up to 30 people.
  • Ensured high-quality guest service, solving issues quickly and maintaining operations under pressure.
  • Handled administrative tasks, documentation, and internal scheduling.
  • Maintained consistent service standards and customer satisfaction.

Manager.

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