Experience

KIVORK

• Moldova
• IT Services and IT Consulting
• 200 - 300 Employee

• Customer Engagement

  • Sep 2022 - Present

  - Reviewing and filtering customers’ feedback; - Documenting customer’s interaction within the departments; - Interacting with customers to understand their concerns and providing clarification or solutions (if necessary); - Ensuring that the customer was assisted in accordance with the terms and conditions of the purchased service; - Reviewing and filtering customers’ feedback; - Documenting customer’s interaction within the departments; - Interacting with customers to understand their concerns and providing clarification or solutions (if necessary); - Ensuring that the customer was assisted in accordance with the terms and conditions of the purchased service;



International Travel Network

• United States
• Travel Arrangements
• 300 - 400 Employee

• Fraud prevention Assitant Manager

  • Jun 2021 - Apr 2022

  Responsible for Management and Supervision of 5-10 people;Manage customer complaints;Manage staff induction, training, appraisals and welfare;Monitor, prioritise and delegate tasks in everyday workflow;Check the quality and professionalism of the work completed by the team;Review staffing levels to ensure that the workload is efficiently performed and without any delay;

• Lead Management

  • Jun 2021 - Apr 2022

  Filtered inbound emails and text messages to source the potential customers;Generated new leads for the Sales team from requests left on social media, website orsent via SMS and emails;Requested follow up on the existing leads or closed the ones that didn’t require furtheractions;Assigned/ Re-assigned the leads to the available sales agents;Operated using a CRM system;

• Fraud Prevention Team Leader

  • Jul 2017 - May 2021

  Managed the day to day activities of the team;Assisted the team with resolution for suspicious reservations/transactions;Conducted trainings;Assisted the Chargebacks Processing Department with transferring data into a database & prioritising workload for the team during the challenging pandemic period.

• Specialist in Fraud Prevention

  • May 2016 - Jun 2017

  Prevented fraudulent card payments by identifying the red flags in a potential purchase;Provided alternative payment methods for the cases with a high risk of fraud attempt;Identified verification types to apply for each potential purchase of a flight ticket;Liaised with other departments about the verification status and/or asking for extra information required to complete the verification of a card.Completed conference calls between the bank and customers to verify the payment information and for any other issues that could arise during the payment process. Show less



”PREZIDENT” Hotel Resort 5*

• Chisinau, Moldova

• Receptionist

  • Jun 2015 - Nov 2015

  My responsibilities as Hotel Receptionist: - Receive, direct and relay telephone/fax messages and emails. - Handle reservations/cancellations and payments. - Receive guests to the hotel by greeting them warmly, and attending to their inquiries. - Inform guests of the services and accommodation rates in the hotel. - Provide answers to questions, resolve complaints, and maintain a cheerful, positive and professional attitude when dealing with customers. - Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference. Show less



Times Rooms Hotel 2*

• Receptionist

  • Mar 2015 - May 2015