Viktoriia Molozhnykova
Wrocław
Summary
Disciplined Quality Control Specialist accomplished in quality audit, mistakes/activities research, and procedures improvement on that base for the whole project. Dedicated to accomplishing the company's organizational and quality mission by following instructions and maintaining a healthy work atmosphere. Knowledge of Windows OS, Teams for work messages and calls, Outlook, payment systems, call processing programs, CRM systems, programs for creating and changing reservations (Skyspeed, Amadeus), program for handling client's emails and payments — SalesForce.
Overview
5
5
years of professional experience
Work History
Quality Control Specialist of the Wizz Air Project
Simply Contact
10.2022 - Current
- Evaluated all activities (calls, chats, Customer Relations emails, and Official Claims emails) that were handled by agents of the project.
- Provided feedback to the agents about their mistakes.
- Checked financial errors on the project at the request of Wizz Air, checked approved/rejected autopayments, merged duplicates (emails), etc.
- Created educational materials in written format (articles, updates for agents) and training videos for new agents.
- Control of fraud/super effective agents on CR activity.
- Weekly calls with colleagues and analysis of errors/fraud found on the CR activity and discussion of decisions concerning each agent, changes/updates of procedures on the project, etc.
Agent of the UIA and Wizz Air Projects
Simply Contact
02.2019 - 10.2022
- Handled incoming calls and e-mails from customers of Ukraine International Airlines in 2019-2020 and Wizz Air in 2020-2022.
- Worked in the computer system to help customers solve issues efficiently and quickly, requesting necessary documents from them or sending refunds/compensations in case of voluntary/involuntary situations.
- Explaining the situation and company rules to the client with more empathy and our apologies if needed.
Quality Control Specialist on Airportr Project
Simply Contact
08.2021 - 09.2022
- Evaluated calls, chats, and emails that were handled by agents of the project.
- Described mistakes or proactive actions they made during a certain work activity.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Updated inspection journals and daily summary logs with quality-related data.
Agent of the Airportr Project
Simply Contact
07.2021 - 09.2022
- Handled chats, emails, and incoming calls from the clients of the baggage delivery company in the UK and Switzerland - Airport.
- Reviewed and updated customer information about baggage delivery, escalated complaints to the management, and effectively contacted any other team members to solve the delivery issues/delays.
- Prepared customer invoices, and processed refund and cancellation requests.
Education
Bachelor of Science - Marketing
Oles Honchar Dnipro National University
Dnipro, Ukraine06.2021
High School Diploma -
Educational Complex Yakymivska Gymnasium
Yakymivka, Zaporizhzhia Region, Ukraine06.2017
Skills
- Organization and Time Management
- Critical Thinking
- Working in a team
- Stick to deadlines
- Creating training materials
- Communication with the internal project team
- Work in Word, Excel, Libre programms
- Work in Amadeus, Skyspeed
- Work with SalesForce
- Work with payment systems (BTP, Adyen)
- Work with Cisco, CallBar, Comnica call programs
- Work with Google docs, tables
- Creating and editing templates of emails for CR activity
Languages
Ukrainian
Native language
Russian
Proficient
C2
English
Upper intermediate
B2
Timeline
Quality Control Specialist of the Wizz Air Project
Simply Contact
10.2022 - Current
Quality Control Specialist on Airportr Project
Simply Contact
08.2021 - 09.2022
Agent of the Airportr Project
Simply Contact
07.2021 - 09.2022
Agent of the UIA and Wizz Air Projects
Simply Contact
02.2019 - 10.2022
Bachelor of Science - Marketing
Oles Honchar Dnipro National University
High School Diploma -
Educational Complex Yakymivska Gymnasium
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