Alena Stankevich
Krakow
Summary
Dynamic professional with a proven track record at EPAM Systems, Inc, excelling in communication and fostering client satisfaction. Skilled in workload balancing and effective escalation management, I have significantly enhanced customer service standards. Known for strong organization and team collaboration, I consistently exceed service goals, contributing to a positive and efficient work environment.
Overview
7
7
years of professional experience
Work History
Support Services Coordinator
EPAM Systems, Inc
07.2022 - Current
- Provided excellent customer care by responding to user requests.
- Cross-trained and backed up other customer service managers.
- Developed and maintained up-to-date knowledge base of product and service changes.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
Service Desk Specialist
EPAM Systems, Inc
08.2020 - 07.2022
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
Travel Specialist
EPAM Systems, Inc
07.2019 - 08.2020
- Prepared required documents for visa application to APAC, USA & EU for EPAM employees.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Provided guidance and consultations on the basic workflow.
- Provided exemplary customer service and support to EPAM travelers for the whole business trip period.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
Customer Service Representative
Dream Support
11.2017 - 06.2019
- Responded to customer requests for products, services, and company information.
- Managed timely and effective replacement of damaged or missing products.
- Implemented and developed customer service training processes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved accounting, service and delivery concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
Education
Bachelor of Linguistics - Foreign Languages Education
Minsk State Linguistic University
Minsk, Belarus06-2018
Skills
- Scheduling expertise
- Meeting facilitation
- Strong organization
- Written communication
- Workload balancing
- Incident management
- Client satisfaction
- Escalation management
- Stress tolerance
- SLA compliance
- Team collaboration
- Data-driven instruction
Yoga, Swimming, Mountain Skiing
I am passionate about practicing yoga, swimming, and mountain skiing. These activities not only enhance my physical health but also provide a great way to recharge and stay focused.
Languages
Russian, Belarussian
Native language
English
Advanced
C1
Polish
Elementary
A2
German
Beginner
A1
Timeline
Support Services Coordinator
EPAM Systems, Inc
07.2022 - Current
Service Desk Specialist
EPAM Systems, Inc
08.2020 - 07.2022
Travel Specialist
EPAM Systems, Inc
07.2019 - 08.2020
Customer Service Representative
Dream Support
11.2017 - 06.2019
Bachelor of Linguistics - Foreign Languages Education
Minsk State Linguistic University
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