Customer Support/ Shift Manager/

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Monitoring requests from subsidiary office, handling documents, QC managing, delivering clients to agents.

Key Duties:

Shift Manager

(20.01.19 - 17.12.21)

• Managing and analysis of financial results for each employee of the department;
• Making reports to senior manager pertaining employees` KPI
• Performing quality control of the department
• Assigning duties to staff during shifts
• Analysis and segmentation of the customer base
• Reporting on the teams performance during the shift
• Providing feedback on the teams general performance and to the individual agents
• Improve existing and build new workflows to ensure smooth and efficient team functioning and interaction with other departments
• Creating and updating documents workflow
• Improve existing and build new workflows to ensure smooth and efficient team functioning and interaction with other department

Key Duties:

Customer Support representative

(24.05.18- 20.01.19)

• Supporting and providing professional customer service by means of chat, e-mail, and phone
• Assisting clients with queries and questions.
• Resolving conflict escalation and maintaining discipline
• Gather feedbacks and ensure customers' satisfaction
• Informing clients over the phone about missing documents for verification
• Handling complaints, providing appropriate solutions and alternatives within the time limits and follow up to ensure solution
• Consulting clients about service, features, payment options

• Maintaining of control and sales targets fulfillment;
• Inspection and motivation of the workflow for sales in English and German;
• Management and analysis of financial results for each employee of the department;
• Work with the customer base;
• Cold calls to new customers and making deals;
• Receiving and processing customer orders;
• Handling of necessary documents;
• Conducting commercial negotiations with customers;
• Written communication with clients in English and German languages (live chat, e-mail);
• Advising clients in English and German languages aimed at selling;
• Interaction with customers, aimed at long-term cooperation;
• Maintenance and coordination of order
• Translation of the technical part;
• Implementation of sales targets

• Work with current customers' base;
  
• Cold calls to new customers and making deals;
  
• The acceptance and processing of customer orders;
  
• Handling complaints, provided appropriate solutions and alternatives within the time limits and followed up to ensure resolution:
  
• Handling of the necessary documents;
  
• Conducting commercial negotiations with customers;
  
• Written communication with clients in English and German languages(live chat, e-mail, SMS);
  
• Consulting clients in English and German languages aimed at selling;
  
• Interaction with customers, aimed at long-term cooperation;
  
• Support and coordination of order's fulfillment ;
  
• Solving fourh-rate situations with customers;
  
• Translation of technical part;
  
• Fulfillment of target's plans;
  

• Work with the customer's base;
  
• Consulting clients about the full range of services of the company;
  
• Cold calls to new customers and making deals;
  
• Reception and processing of customers' orders; handling of the necessary documents;
  
• Conducting commercial negotiations with customers;
  
• Fulfillment of target's plans;
  

• Sales development of ColorWay products in foreign markets:
  
• Direct sales,searching for new partners and the development of current ones;
  
• Control and inspection in supporting of supplies at all stages from placing an order to delivery;
  
• Negotiation and business correspondence with logistics companies and brokers on terms of conditions and supply optimization;
  
• Inspection of duly payment of the goods in accordance with signed up agreeement terms;
  
• Analysis of the competitive environment;
  
• Creation of content - product descriptions;
  
• Support of clients;
  
• Conducting advertising campaigns and analyzing their effectiveness.
  

• General management of the administrative department (up to 30 people);
  
• Management reporting (including daily);
  
• Planning, coordination and control of the movement of the finance department, administrative duties;
  
• The construction of personnel policy and the system of work with personnel;
  
• Work with primary documentation;
  
• Organization and coordination: marketing department, delivery service;
  
• Active promotion of the Company's goods and services to the market;
  
• Organization, management and control: production and business processes, economic activities;
  
• Procurement of products, managing of the commercial department, marketing department, delivery service,
  
• Development of strategy, new business ideas;
  
• Work with the personnel (search, selection, training, control, motivation, management), formation of departments;
  
• Development and drawing up of job descriptions, provisions of regulatory documents;
  
• Organization different kinds of promotion activities of the goods and services on the market;