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
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
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
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
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
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
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