Viktoriia Ihnatova
Prague
Summary
I am seen as a constantly self-developing person, who enjoys help other people and their ideas to grow. I am passionate about what I do and I am ready for the new challenges.
Overview
6
6
years of professional experience
Work History
Customer Care Team Lead
Velká Pecka - Rohlik
10.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Maintained and managed customer files and databases.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Investigated and resolved customer inquiries and complaints quickly.
Process Specialist
NOTINO PARTNER
05.2023 - Current
- CRM controlling
- Support and bug fixing
- Setting the new processes for other teams, improving the existing ones
- Processing B2B profiles
Team Leader CZ/SK
NOTINO PARTNER
01.2023 - 05.2023
- Recruiting employees
- Provide KPI's and feedback
- Attendance processing
- Creating and monitoring the tasks
Trainer
Notino
07.2021 - 01.2023
- Creating study materials and trainings for new employees
- Translation of the study materials to EN, UA, CZ, SK
- Preparing workshops
- Quality evaluation of the employees and processing the reward program
Customer Care Representative
Notino
10.2019 - 07.2021
- Communication with the customers
- Claims solving
- Payments processing
- Product counseling
Sales Assistant
LPP S.A.
09.2017 - 02.2018
- Processing new goods
- Cashier work
- Return policy
- Responsibility of the department
Education
Bachelor - Business Law
University of Finance and Administration
Prague2020
Skills
- Creative problem-solving
- Customer satisfaction
- Customer needs analysis
- Product development
- Strategic decision-making
- Business process improvement
- Product management
- Project management
- Customer Service
- Appointment Scheduling
- Project Management
- Brand Representation
- Customer Relationship Management
Languages
Ukrainian, Russian
First Language
English
Advanced
C1
Slovak
Advanced
C1
Czech
Advanced
C1
Timeline
Customer Care Team Lead
Velká Pecka - Rohlik
10.2023 - Current
Process Specialist
NOTINO PARTNER
05.2023 - Current
Team Leader CZ/SK
NOTINO PARTNER
01.2023 - 05.2023
Trainer
Notino
07.2021 - 01.2023
Customer Care Representative
Notino
10.2019 - 07.2021
Sales Assistant
LPP S.A.
09.2017 - 02.2018
Bachelor - Business Law
University of Finance and Administration
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