Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Anastasiia Zapletnikova

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

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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

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Anastasiia ZapletnikovaGuest Communication Training Expert