Менеджер по работе с клиентами

Был в этом месяце

По договорённости

28 лет (родился 10 января 1997), детей нет

Москва

Занятость

полная занятость

Гражданство

не указано

Контакты

Телефон

Почта

Будут доступны после открытия

Профессиональные навыки

Английский язык
Активные продажи
Ведение переговоров
Ведение клиентской базы
исходящие звонки
Project Management Professional (PMP)
Six Sigma
Team Building
Team management
MS Office
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Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 3 года и 10 месяцев

- Май 2025 – работает сейчас
- 7 месяцев
English teacher
Otty’s Adventure , Moscow, Москва
Обязанности и достижения:
Teach English to young learners and adults, tailoring lessons to students language levels, interests, and learning goals. Developed a full A1–A2 English curriculum for young learners, including a comprehensive Scope and Sequence aligned with CEFR standards. Authored and designed a complete student workbook, integrating vocabulary, grammar, speaking, reading, and writing activities. Applied age-appropriate teaching methodologies and interactive classroom strategies to enhance engagement and retention. Designed and implemented formative assessments to track progress and adjust instruction for individual learning needs.
- Февраль 2024 – март 2025
- 1 год и 2 месяца
Account Operations Supervisor
Extensya / Jordan, Москва
Обязанности и достижения:
Lead the quality assurance, training, and performance development team to enhance operational services. Developed forecasting models and tracked key performance metrics (CSAT)/(AHT)/(FCR). Prepared comprehensive reports for senior management to drive informed decision-making. Identified future business needs and invested in infrastructure improvements to optimize workforce management strategies. Monitor online reviews, social media platforms, and customer feedback.
- Июнь 2023 – февраль 2024
- 9 месяцев
Customer Service Supervisor
Clarity / Jordan, Москва
Обязанности и достижения:
Supervised a team of 200 customer service representatives, achieving a 98% resolution rate by managing escalations and improving interaction quality. Created and enforced a new training manual, enhancing the efficiency of handling complex customer inquiries and reducing average handling time. Collaborate with marketing and PR team's to develop strategies for enhancing the company’s reputation. Created actionable reports on customer feedback and service performance for senior management. Monitor and respond to escalated customer inquiries or complaints.
- Август 2022 – август 2023
- 1 год и 1 месяц
Operations Supervisor
Webhelp / Jordan
Обязанности и достижения:
Managed user-generated content moderation, ensuring high-quality interactions and safety with client requirements. Conducted training sessions, resulting in a 90% accuracy rate & recognizing top performers for their exceptional contributions. Monitored performance metrics to identify training gaps and implemented targeted coaching to improve team accuracy and efficiency. Collaborated with cross-functional teams to optimize workflow processes and maintain consistency in quality control. Demonstrated strong attention to detail, critical thinking, and decision-making skills in fast-paced, high-stakes moderation environments.
- Февраль 2020 – август 2020
- 7 месяцев
Customer service team leader
Crystal / Jordan, Москва
Обязанности и достижения:
Trained and supervised customer service representatives, improving service quality and handling day- to-day customer interactions effectively. Provided constructive feedback to enhance team performance and ensure high customer satisfaction levels.

Обо мне

Дополнительные сведения:

Accomplished and highly motivated Customer service supervisor with over 9 years of proven success experience in customer service operations and driving business growth. An expert in CRM systems and data analysis to develop key performance indicators (KPIs), ex: (CSAT)/(FTR). Demonstrate exceptional ability in managing multichannel customer interactions and implementing strategic initiatives that enhance service delivery and operational efficiency.