Iryna Dudkevych
Lviv
Summary
Customer-oriented Supervisor with 6 years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in health care and transportation logistics industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Live Monitoring Supervisor
Sentry Management Solutions
New York
02.2022 - Current
- Supervised and monitored customer support staff, ensuring that all tasks were completed in a timely manner.
- Conducted weekly meetings with customer support team members to discuss performance, goals and objectives.
- Developed strategies for improving customer service operations, including training programs, workflow processes and quality assurance initiatives.
- Researched complex customer issues and identified solutions to resolve them efficiently.
- Maintained up-to-date knowledge of company products and services as well as industry trends.
- Collaborated with other departments to ensure excellent levels of customer satisfaction.
- Evaluated employees' work performance on a regular basis by conducting one-on-one interviews and providing constructive feedback.
- Created reports detailing key metrics such as response times, call volumes., for senior management review.
- Responded promptly to escalated customer issues from junior staff members.
- Identified process gaps within the organization's operations through root cause analysis techniques.
- Provided coaching and mentorship opportunities for new hires in the department.
- Ensured compliance with applicable laws relating to consumer protection regulations.
- Facilitated communication between customers and other teams within the organization when needed.
- Recruited qualified candidates for open positions within the Customer Support Department.
- Directed and supervised team of 20 employees in daily operations.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Reviewed reports from subordinate staff members before submitting them to senior management.
- Coordinated employee schedules according to shift changes and availability.
CUSTOMER SUPPORT AGENT
AAR/ Lyft
New York
10.2021 - 02.2022
- Liaised with transportation providers to investigate order status and promptly resolve customer inquiries
- Resolved routine and complex client service issues in a thorough and expeditious manner, utilizing sound judgment with an emphasis on courtesy
- Employed active listening and analysis to develop a strong understanding of customer needs
- Resolved product or service problems, handled customer complaints, and followed these up to ensure efficient, effective resolution
- Ensured responsible data management in full compliance with company policies and USA regulations
- Developed CRM interface and company procedures by conducting user testing and suggesting enhancements
- Supported 100+ customers each day with exemplary service style
- Answered and handled 100+ calls promptly in an enthusiastic, courteous, and efficient manner.
CUSTOMER SUPPORT AGENT
Sentry Managment Solutions
New York
12.2019 - 09.2021
- Used database systems and technology including speech-to-text to deliver great customer care
- Monitored vehicle and inventory flow remotely, using Web-based logistics information systems to track vehicles and containers
- Helped customers register online and process their orders, improving efficiency and reducing costs
- Met personal and team qualitative and quantitative targets, exceeding by 43%
- Built sustainable relationships and engaged customers by going the extra mile and listening to their needs
- Attended educational seminars and applied learnings to improve knowledge and performance
- Updated job knowledge by studying new product descriptions and services as well as participating in training opportunities, improving service levels and company profit
- Managed 200 inbound and outbound calls daily, promptly resolving queries for customers
- Exceeded calls targets by 10-20% by resolving customer queries quickly while maintaining a friendly and helpful demeanor
- Followed communication 'scripts' when handling different topics, leading to positive customer solutions
- Kept confidential records and financial information private and secure, adhering to all privacy regulations and GDPR
- Identified customer needs, clarified information, researched every issue, and provided solutions and alternatives
- Kept accurate records of all conversations for clear communication across teams
- Built and maintained relationships with transportation providers, negotiating low prices
- Developed CRM interface and company procedures by conducting user testing and suggesting enhancements
- Resolved product or service problems, handled customer complaints, and followed these up to ensure efficient, effective resolution
- Employed active listening and analysis to develop a strong understanding of customer needs
- Resolved routine and complex client service issues in a thorough and expeditious manner, utilizing sound judgment with an emphasis on courtesy
- Liaised with transportation providers to investigate order status and promptly resolve customer inquiries.
CALL-CENTER OPERATOR /SM
Ukraine
01.2019 - 04.2019
- Outbound calls with existing clients
- Scheduled and saw a large volume of daily clients, providing advice and support on problems.
CALL-CENTER OPERATOR
USALFH
09.2018 - 01.2019
- Booking appointments with general managers of the hotels/restaurants/Event and catering halls
- Sending e-mails
- Used effective people management and organizational abilities to plan tasks and workflows
- Scheduled and saw a large volume of daily clients, providing advice and support on problems.
JUNIOR ADMINISTRATOR
Kumpel Group
Lviv
01.2018 - 10.2018
- Creation of a program for animators, Work and control of personnel entrusted to me
- Assisted with establishing deadlines and monitoring progress of teams or projects against objectives
- Supervised a team of junior clerical support workers in the restaurant.
Education
BACHELOR DEGREE - PRACTICAL PSYCHOLOGY - Practical psychology
Lviv Polytechnic National University
07-2017
PSYCHOLOGY - The territory of business, Training "Formation of active life position of persons with special needs".
The Territory of Business LLC
09-2016
Skills
- Internet/WEB/Mail/Google Documents/CRM
- Staff Management
- Written and verbal communication
- Schedule development
- Strategic Planning
- Process Improvement
- Staff Discipline
- Employee Motivation
- Training and mentoring
- Project Management
- Negotiation
- Process Monitoring and Improvement
- Goal-Oriented
- Complex Problem-Solving
- Problem solving and customer-focused
- Public relations
- Team building and time management
- Writing reports and proposals
Languages
Ukrainian
First Language
German
Elementary (A2)
A2
English
Upper Intermediate (B2)
B2
Russian
Advanced (C1)
C1
Certification
- Ukrainian, 02/01/19
- TRAINING "FINANCIAL - SALE'S / TRADING markets account management", 02/01/19, Trading Agency, Lviv, Ukraine, 56 hours
Timeline
Live Monitoring Supervisor
Sentry Management Solutions
02.2022 - Current
CUSTOMER SUPPORT AGENT
AAR/ Lyft
10.2021 - 02.2022
CUSTOMER SUPPORT AGENT
Sentry Managment Solutions
12.2019 - 09.2021
CALL-CENTER OPERATOR /SM
Ukraine
01.2019 - 04.2019
CALL-CENTER OPERATOR
USALFH
09.2018 - 01.2019
JUNIOR ADMINISTRATOR
Kumpel Group
01.2018 - 10.2018
BACHELOR DEGREE - PRACTICAL PSYCHOLOGY - Practical psychology
Lviv Polytechnic National University
PSYCHOLOGY - The territory of business, Training "Formation of active life position of persons with special needs".
The Territory of Business LLC
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