Viktoriia Berezovska
Warsaw,14
Summary
Accomplished Head of Customer Support at Mellifera Operation Limited, I significantly enhanced customer satisfaction by optimizing support workflows and leading high-performing teams. Expert in complaint resolution and team leadership, my strategic approach at PIN-UP Global improved operational efficiency and staff productivity, embodying a results-driven mindset with a focus on continuous improvement and customer service excellence.
Overview
5
5
years of professional experience
Work History
Head of Customer Support
Mellifera Operation Limited
08.2023 - Current
- Reduced response times for customer inquiries by optimizing support team workflows and utilizing efficient ticketing systems.
- Developed comprehensive training programs for support staff to ensure high-quality service delivery and continuous improvement.
- Managed vendor relationships to secure optimal resources for enhancing customer experience with available tools and technologies.
- Listened to customers' questions and concerns to provide answers or responses.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Operation Finance Manager
PIN-UP Global
06.2021 - 08.2023
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Ensured compliance with industry-specific regulations by implementing appropriate policies and procedures for the team''s operations.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Facilitated meetings to communicate team performance goals and results.
Deputy Operation Finance Manager
PIN-UP Global
10.2020 - 06.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Payment Specialist
PIN-UP Global
11.2019 - 10.2020
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Education
J.D. - Financial Law
University of The State Fiscal Service of Ukraine
Kyiv02.2018
Skills
Complaint resolution
Retail Operations Management
Teamwork and Collaboration
Customer Service
Team Leadership
Customer Service Management
Operations Management
Staff Management
Scheduling
Staff hiring
Languages
Ukrainian
Native language
Russian
Proficient
C2
English
Intermediate
B1
Polish
Elementary
A2
Timeline
Head of Customer Support
Mellifera Operation Limited
08.2023 - Current
Operation Finance Manager
PIN-UP Global
06.2021 - 08.2023
Deputy Operation Finance Manager
PIN-UP Global
10.2020 - 06.2021
Payment Specialist
PIN-UP Global
11.2019 - 10.2020
J.D. - Financial Law
University of The State Fiscal Service of Ukraine
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