Yevheniia Dolynska
Krakow
Summary
Dedicate myself to providing quality care for ultimate customer satisfaction. Passionate about helping people. I have been a customer support representative for more than three years with plenty of sales and international experience. Bilingual, hardworking, and ready to join my next team.
Overview
8
8
years of professional experience
Work History
Customer Success Representative
NDA
Remote
01.2022 - 09.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Processing incoming customer support inquiries through chat and email platforms.
- Achieving KPIs and other performance metrics set for the team.
- Handling refunds through the payment system.
- Participating in the development of templates and suggestions for improving workflow processes.
- Providing bug reports, either through independent detection or upon receiving client requests.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
VIP Support Manager
Wild Tornado Casino
Kyiv, Ukraine
04.2021 - 09.2022
- Coached employees through day-to-day work and complex problems.
- Analyzed customer service data to identify trends, identify solutions, and improve customer experience.
- Maintaining a portfolio of players from the VIP segment support and control deposit activity of VIP players
- Development, writing, and implementation of unique letters for mailings to certain segments of VIP players
- Maintaining and regularly completing statistical, financial, and KPI reports.
Customer Service Representative
Wizzair
Kyiv, Ukraine
07.2020 - 02.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Answered a constant flow of customer calls with minimal wait times.
- Analyzing clients' issues and resolving their problems adjustments to their reservations, calculations of refunds, cost of tickets, and other additional services.
Receptionist Supervisor
Bronzage Spa
Doha, Qatar
09.2019 - 03.2020
- Monitored front areas so that questions could be promptly addressed.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
- Provided back up to the front desk to step in to assist with various tasks whenever the employee was absent or at lunch.
Receptionist Manager
Festa Group Hotels
Sofia, Bulgaria
05.2015 - 10.2018
- Collected room deposits, fees, and payments.
- Completed late check-ins and directed guests to rooms and facilities.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
Education
Master of Business Administration And Tourism - Business Administration And Management
Poltava National Technical University
Poltava, Ukraine07.2017
Skills
- Lead Generation
- Customer Experience Management
- Customer Feedback
- Typing Proficiency
Languages
Ukrainian
Native language
English
Advanced
C1
Russian
Proficient
C2
Polish
Elementary
A2
Timeline
Customer Success Representative
NDA
01.2022 - 09.2023
VIP Support Manager
Wild Tornado Casino
04.2021 - 09.2022
Customer Service Representative
Wizzair
07.2020 - 02.2021
Receptionist Supervisor
Bronzage Spa
09.2019 - 03.2020
Receptionist Manager
Festa Group Hotels
05.2015 - 10.2018
Master of Business Administration And Tourism - Business Administration And Management
Poltava National Technical University