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| Опыт работы |
|---|
| более 5 лет |
| North-West branch of MegaFon, с февраля 2007 по сентябрь 2010 |
| Должность: | Leading Specialist-Supervisor of the Distributed Call Center Management Group |
| Management of unit’s personnel
Quality control of customer service
Optimization of business processes
Analysis of statistical data on staff work
Administration of unit’s time-sheets
Development of alternative forms of customer service |
|
| North-West branch of MegaFon, с мая 2005 по февраль 2007 |
| Должность: | Consultant of the Customer Service Department |
| Customer service (including English-speaking customers)
Training shift’s employees
Inspection of paperwork and examination of office supplies
Dealing with complaints |
|
| North-West branch of MegaFon, с ноября 2003 по май 2005 |
| Должность: | Consultant of the Reference and Information Unit |
| Consulting consumers on the phone
Service of English-speaking customers
Reviewing daily statistics |
|
| Publishing house Vita Nova, с января 2003 по декабрь 2004 |
| Должность: | Freelance Editor-Proofreader |
| Editing and proof-reading texts
Translation of historical materials from English
Typesetting texts of various degree of complexity (including hand-written) |
|
| Russkiye samotsvety, Podolskaya 35 and other companies, с сентября 1995 по ноябрь 2003 |
| Должность: | Goldsmith |
| Simulation, manufacturing, and repair of jewelry
Training new employees
Market analysis and customer base expansion
Record keeping (inventory check) of precious metals and stones |
|
| Профессиональные навыки |
| Call center supervisor (up to 240 people)
Management of unit’s personnel (up to 5 people)
Training employees
Optimization of business processes
Quality control of customer service
Administration of timesheets
Analysis of statistical data
Dealing with complaints
Conducting negotiations
Inspection of paperwork
Expert's level in applications Teleopti‚ AVAYA
Huge experience in billing applications and CRM
Experienced user of Microsoft Office: Microsoft Word‚ Excel‚ Outlook Express
Knowledge of FineReader‚ PhotoShop‚ CorelDraw
Experience of interpretation (English)
Experience of translation (English) |
|
| Образование |
|---|
| Основное — высшее |
| North-Western Extramural Polytechnic University (St. Petersburg) (высшее), с 1995 по 2003 |
| Специальность: | Manufacturing Process Engineering |
| |
|
| Art-Vocational School #11 (St. Petersburg) (среднее-специальное), с 1992 по 1995 |
| Специальность: | Goldsmithery |
| |
|
| Повышение квалификации |
| Квалификация: | Certificate on completion of English course (Upper Intermediate level) |
| Учебное заведение: | Master Class (St. Petersburg) |
| Год получения: | 2010 |
|
| Квалификация: | Training |
| Учебное заведение: | North-West branch of MegaFon |
| Год получения: | 2005 |
| Название курса (экзамена): | Training on Conflicts |
|
| Квалификация: | Certificate on completion of training in English, International Currency Relations, Marketing, and Management |
| Учебное заведение: | “Mercury School” (St. Petersburg) |
| Год получения: | 1993 |
|
| Иностранные языки |
| Французский: | начальный |
| Итальянский: | начальный |
| Английский: | продвинутый |
|
| Дополнительные сведения |
| Семейное положение: | холост |
| Дети: | нет |
| Возможность командировок: | есть |
| О себе: | PERSONALITY TRAITS
Organizational skills
Team player
Fast-learner
Readiness to deal with huge volume of information
Ability to explain difficult concepts
Resistance to stress |
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