Mariia Reva
Belgrade
Summary
Driven Customer Support Manager with experience as primary point of escalation for client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to providing valuable feedback to the team to improve workflows for customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Support Manager (English)
Data-Driven Lab
11.2022 - Current
- Consulted FBS clients via live chat and email
- Communicated with other departments, exchanged information with them, and helped to solve the clients’ problems
- Provided reports and observed abnormal events on the shift
- Resolved disputes and conflicts with clients
- Worked with CRM systems and such platforms as Jira, Zendesk, Slack and Confluence
- Assisted colleagues from different teams
- Worked on combined shifts - night and daytime
Data Analyst
Digital PR Agency IP Plaksin
07.2022 - 09.2022
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of the best placement for needed resources
- Produced monthly reports using advanced Excel spreadsheet functions and data visualization tools to communicate business insights effectively
- Upheld security and confidentiality of documents and data within the area of responsibility
- Used statistical methods to analyze data and generate useful business reports
Robotics Teacher
Robx.org
12.2021 - 05.2022
- Coordinated classroom lectures with laboratory assignments
- Designed appropriate and specialized lesson plans for computer science students
- Attended professional development technology courses to increase the knowledge base and learn new information
- Excellent communication skills, both verbal and written
- Advised students on matters regarding academic performance and careers in computer science
- Set up computers and networking systems, delivering step-by-step instructions on basic use
- Designed classes on Arduino for students
Office Manager
Training And Consulting Center “12 Collegiy”
08.2019 - 03.2022
- Oversaw office inventory activities by ordering and requisitions and stocking and receiving shipments
- Updated reports, managed accounts, and generated reports for the company database
- Assisted in organizing and overseeing assignments to drive operational excellence
- Coordinated special projects and managed schedules
Co-trainer of Psychological Trainings
Training And Consulting Center “12 Collegiy”
06.2019 - 03.2022
- Monitored participant workflow and behaviors throughout the training process for kids 7-9 years old
Marketing Department Trainee
SRV DEVELOPMENT OOO (RUSSIA)
06.2018 - 06.2018
- Worked on two projects related to engagement rate, ER measurement, and competition analysis in the St. Petersburg market
Education
High School Diploma -
Gymnasium №92
Saint Petersburg, Russia06.2020
Skills
- Proficient in Zendesk
- Document Review
- Time Management
- Inter-Department Collaboration
- Negotiation
- Analytical Thinking
- Attention to Detail
- Customer Satisfaction Evaluation
- Problem Solving Skills
Languages
Russian
Native language
English
Advanced
C1
Timeline
Customer Support Manager (English)
Data-Driven Lab
11.2022 - Current
Data Analyst
Digital PR Agency IP Plaksin
07.2022 - 09.2022
Robotics Teacher
Robx.org
12.2021 - 05.2022
Office Manager
Training And Consulting Center “12 Collegiy”
08.2019 - 03.2022
Co-trainer of Psychological Trainings
Training And Consulting Center “12 Collegiy”
06.2019 - 03.2022
Marketing Department Trainee
SRV DEVELOPMENT OOO (RUSSIA)
06.2018 - 06.2018
High School Diploma -
Gymnasium №92
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