Anastasiia Zapletnikova
Guest Communication Training Expert
Krakow
Summary
Highly adaptable and skilled professional with a diverse background in teaching, customer support, internal training, and event management. Seeking a dynamic and challenging role that leverages multifaceted experience to drive organizational growth and success. A dedicated team player with a passion for delivering exceptional results and creating memorable experiences. Eager to contribute versatile skill set, excellent communication, and problem-solving abilities to a progressive organization that values innovation and continuous improvement.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Guest Communication Training Expert
Guesty
11.2023 - Current
- Successfully analysed over 10,000 customer interactions across emails, and chats, identifying key trends and areas for improvement that led to a 25% increase in customer satisfaction scores.
- Conducted comprehensive performance evaluations of customer service agents, using individual QA reviews and KPI analysis to enhance service quality, resulting in a 15% improvement in performance metrics.
- Utilized data analysis techniques to pinpoint root causes of common customer issues, formulating strategies that reduced repeat complaints by 30%.
- Spearheaded cross-departmental collaborations that resulted in the implementation of effective solutions for identified customer service issues, enhancing overall service efficiency by 20%.
- Played a key role in calibration sessions, ensuring a 98% adherence rate to quality standards across the customer service team.
- Assisted in the development and maintenance of comprehensive customer service standards and best practices, leading to a more consistent and high-quality customer experience.
- Fostered an understanding of cultural differences and the importance of inclusive communication practices to accommodate and respect all guests.
Internal Trainer
SUP/Guesty
04.2023 - 11.2023
- Successfully implementing training programs that have contributed to an overall improvement in employee performance, leading to increased productivity and efficiency
- Facilitating training sessions, workshops, and seminars, either in person or virtually, using interactive methods to ensure maximum engagement and effective learning
- Implementing effective onboarding and continuous training programs that have contributed to reducing employee turnover rates
- Designing and developing high-quality training content that has received positive feedback from employees and management alike
- Implementing efficient training evaluation and feedback mechanisms, leading to data-driven improvements and streamlined training processes
- Playing a key role in fostering a culture of learning and continuous improvement within the organization.
Quality Analyst
SUP/Guesty
05.2022 - 11.2023
- Identified and remedied defects within the production process
- Compiled and analyzed statistical data using Google Sheets/Data Studio
- Inspected the quality and have done audits for 10+ people in all 500 tickets per week
- Took part in updating Company's Data Base
- Presented monthly statistical reports of the QA Department along with deep dive into error trends of Customer Support Agents.
Customer Support Representative
Everhelp
09.2023 - 11.2023
- Successfully managed over 1,000 user inquiries via email through the Zendesk ticketing system, maintaining a satisfaction rating of 98%, demonstrating excellent communication skills and a user-focused approach.
- Efficiently resolved over 500 feedback and complaints, reducing the average resolution time by 30% through effective prioritization and multitasking abilities.
- Recognized by management for providing empathetic and responsive service, leading to a 25% increase in positive user feedback regarding the quality of support received.
Event Manager
Homa
09.2022 - 11.2022
- Introducing creative and innovative event concepts that capture the attention of the target audience and set events apart from competitors
- Handling unforeseen challenges and emergencies during events with composure and efficiency, ensuring minimal disruptions
- Consistently delivering events that meet or exceed client expectations, ensuring a high level of satisfaction among attendees and stakeholders
- Building strong and long-lasting relationships with clients, leading to repeat business and referrals
- Finding professional facilitators for different events (from origami to hard skills workshops) that meet customer needs, helping to create a safe and healthy working environment.
Customer Support Specialist
Support Your App
- 10.2021
- Provided phone and online customer support for 100000+ customers across USA, UK, France, Australia
- Exceeded ticket resolution quality goal of 90% achieving score of 95%
- Overfulfilled required speed of TPH, handling 140+ tickets a day
- Resolved 98% of emergency phone calls, providing client-oriented support
- Performed monetary actions with 100% accuracy on different booking platforms
- Monitored the relevance of customer data on CRM as when required and adhered to GDPR requirements.
Sales Manager (Volunteer)
AIESEC
02.2021 - 07.2021
- Negotiated partnerships with various companies and organizations
- Gained experience working with public and corporate sectors
- Was a part of an educational international project 'Global Volunteer'
- Was in the top-3 engagement Leaders by April
- Overfulfilled sales expectations outcome for 40%
- Provided cold phone support to more than 20 schools in which more than half became interested in the project even during unstable Covid-19 times.
English Teacher
JustSchool
10.2020 - 07.2021
- Held individual lessons with teenagers, preparing them for school exams
- Took part in creating a Speaking Club for adults, subsequently led them 2 times a week with independently developed methodological program.
Camp Counselor
Language School - World Without Borders
06.2021 - 06.2021
- Implemented camp programs for children
- Guided, ensured the safety of children, and engaged in camp activities
- Provided high-quality educational (English & French lessons) and recreational opportunities.
Education
Professional Qualification Teacher of The English And French Languages And Foreign Literature - Philology
National Pedagogical University of M. Dragomanov
Kyiv 09.2019 - 05.2023
Skills
French
Phone support
Online support
Monetary actions
Google Sheets, Google Slides, Google Docs
Data Studio
English
French
Ukranian
Creating training materials on Enabley
Organizational Skills
Project restructuring
Creating & facilitating workshops
Workflow Optimization (Mondaycom)
Time Management
Personal Information
- Date of Birth: 03/31/02
- Gender: Female
- Nationality: Ukrainian
Timeline
Guest Communication Training Expert
Guesty
11.2023 - Current
Customer Support Representative
Everhelp
09.2023 - 11.2023
Internal Trainer
SUP/Guesty
04.2023 - 11.2023
Event Manager
Homa
09.2022 - 11.2022
Quality Analyst
SUP/Guesty
05.2022 - 11.2023
Camp Counselor
Language School - World Without Borders
06.2021 - 06.2021
Sales Manager (Volunteer)
AIESEC
02.2021 - 07.2021
English Teacher
JustSchool
10.2020 - 07.2021
Professional Qualification Teacher of The English And French Languages And Foreign Literature - Philology
National Pedagogical University of M. Dragomanov
09.2019 - 05.2023
Customer Support Specialist
Support Your App
- 10.2021