Customer service manager / Менеджер по работе с клиентами

Была больше месяца назад

100 000 ₽

38 лет (родилась 04 ноября 1987), не состоит в браке, детей нет

Город за рубежом, готова к переезду

Занятость

полная занятость

Гражданство

Россия

Контакты

Телефон

Почта

Будут доступны после открытия

Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 16 лет и 4 месяца

- Октябрь 2013 – работает сейчас
- 12 лет и 3 месяца
CRM Specialist / Analyst
Emaar
Обязанности и достижения:
- Identify, review, develop and/or enhance CRM governance, policies, best practices and compliance. - Document requirements and associated workflows to deliver accurate representation of existing ways of working, and enable implementation of system enhancements to improve current process - Develop the framework to enhance the current CRM system - Data Management and Creation of reports - Analyze CRM data, process quality and performance. Align CRM data with the various available client databases, with the final objective of making CRM the central client database for various engagement and communications purpose. - Utilizing CRM existing capabilities to develop reports on a scheduled basis to assist in improving business performance. - Drive the development of existing CRM users' requirement identification, collection, analysis and mapping. Deliver recommendations on opportunities to improve CRM to support business inititaives. - Identify and co-ordinate resources required to manage CRM - Proactively manage relationship with colleagues across Sales Unit, Technology Unit and external vendors to ensure effective delivery of the enhanced CRM system and CRM linked inititaives.
- Октябрь 2012 – октябрь 2013
- 1 год и 1 месяц
Senior Airport Assistant
Emirates Group, Город за рубежом
Обязанности и достижения:
- Arranging visas and welcome packs for the passengers based on the requests from the Tour Operators and Reservation Department information - Meeting the arriving passengers before the immigration point - Assisting the passengers with passing the passport control and escorting them to the transportation point - Meeting the departing passengers - Assisting the passengers during the check-in process and escorting them to the passport control point - Assisting the passengers in case they have encountered any kind of problems or inconveniences - Coordinating with Reservation, Transportation departments and Hotel Representatives
- Август 2011 – август 2012
- 1 год и 1 месяц
Guest Relations Officer
Le Royal Meridien Abu Dhabi, Город за рубежом
Обязанности и достижения:
- Greeting guests as they arrive. - Providing hotel guests with above-and-beyond - Making sure that guests are happy from the moment they step into the hotel until they leave - Reviewing the arrival lists daily and assisting in preparing and distributing welcome amenities. - Escorting VIPs to their rooms and checking them in before their arrival - Dealing with any kinds of complains and issues the guests may encounter during their stay - Building guest relations
- Февраль 2011 – июнь 2011
- 5 месяцев
Account Manager
Procter&Gamble, Сургут
Обязанности и достижения:
- Preparing and maintaining scorecard data and develop strategy to develop customer’s business - Developing relationships with loyal customers - Managing and providing assistance in managing or maintaining accounts of strategic customers - Supporting Company’s initiatives and new product’s launches by presentation them to GM’s of the store chains and Sales Managers - Preparing and making reports on market analysis, competitor analysis and market trends - Coordinating and Supervising the work of merchandisers in the stores - Achieving the Company’s set goals - Creating, organizing and conducting promotions in the stores - Conduct weekly review of promotional activities to identify development potential to maximize the profit of the organization and customers’ satisfaction
- Апрель 2010 – январь 2011
- 10 месяцев
Call Center Manager
ОАО "Сибирьэнерго-Биллинг", Новосибирск
Обязанности и достижения:
- Call Center supervising - Monitor and respond quickly and effectively to requests received through the IT helpdesk - Document internal procedures - Interviewing and hiring new associates for Call Center - Trainees instructing - Making presentation for regional branches all over Russian Federation - Assisting Support Department Manager in Customer Service field - Reporting to GM results of the Call Center's activity
- Июль 2009 – апрель 2010
- 10 месяцев
Call Center Operator
ОАО "Сибирьэнерго-Биллинг", Новосибирск
Обязанности и достижения:
- Providing helpdesk support and resolving problems to the customer’s satisfaction - Processing Incoming/Outgoing calls /mails - Registering requests in the helpdesk tracking software - Utilize and maintain the helpdesk tracking software

Образование

- Высшее образование
- Вечерняя
- 2013
Новосибирский национальный исследовательский государственный университет
Факультет: Иностранных языков
Специальность: Лингвист. Специалист по межкультурной коммуникации
- Высшее образование
- Дневная/Очная
- 2009
Новосибирский государственный педагогический университет
Факультет: Математический
Специальность: Математика-информатика

Обо мне

Дополнительные сведения:

Trainings: Effective Presentation Training (Sibirenergo-Billing 2011) Persuasive Selling Format Training (Procter&Gamble 2011) TSA Training (Starwood Hotels&Resorts 2011) Problem Resolution and Customer Interaction Training (Starwood Hotels&Resorts 2012) Service Culture Training (Starwood Hotels&Resorts 2012) Time Management (Emaar 2014) Complaint Management (Emaar 2014) Project Management Professional (Emaar 2015) Key and Personal Skills: Fluent English, Basic German knowledge IT-literate, working knowledge of MS Office package, DB Oracle Communicative, customer-oriented, positive Hobbies: Travelling, Foreign languages, Snowboarding