Viktoriya Chernysh
Senior Manager, Customer Service at Simplio International Inc- Claim this Profile
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Русский Native or bilingual proficiency
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English Professional working proficiency
Topline Score
Bio
Credentials
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Amadeus Basic Course
Amadeus IT GroupMar, 2013- Nov, 2024 -
Galileo Basic Course
TravelportJan, 2014- Nov, 2024 -
E-Ticketing Course
TravelportJan, 2013- Nov, 2024
Experience
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Simplio International
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United States
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Travel Arrangements
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1 - 100 Employee
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Senior Manager, Customer Service
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Jun 2015 - Present
-Customer Service work 24*7, in languages such as Chinese, Spanish, etc -Investigate customer's problems and find solutions. -Communicate with customers via phone, email, or letter. -Hire, train, and terminate customer service agents. -Provide scripts to read from during phone calls. -Handle major incidents that cannot be resolved by agents. -Resolve complaints and order issues. -Ask customers to provide feedback on agents and customer service experience. -Keep abreast of new company products and services. -Issue refunds to customers. -Oversee product exchanges and returns. -Analyze data and statistics. -Compile and print reports on overall customer satisfaction. -Isolate and identify areas of improvement. -Train agents on how to adequately address problem over the phone or how to write correspondence. -Work with management on customer service initiatives. -Utilize social media to respond to customer complaints and praise. -Supervise customer service managerial staff. -Train managers on how to effectively lead customer service agents.
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TravelTECH
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Poland
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IT Services and IT Consulting
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1 - 100 Employee
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Assistant of Product Owner
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Sep 2014 - Jun 2015
-Identify current and future market opportunities; -Investigation of customer expectations; -Analyzing of competing brands; -Devising and maintaining office systems, including data management and filing; -Maintaining diaries and making appointments; -Carrying out the research and presenting findings; -Producing documents (Technical Tasks, Use Cases/User story, User guides and etc), briefing papers, reports and presentations; -Attending meetings; -Identify current and future market opportunities; -Investigation of customer expectations; -Analyzing of competing brands; -Devising and maintaining office systems, including data management and filing; -Maintaining diaries and making appointments; -Carrying out the research and presenting findings; -Producing documents (Technical Tasks, Use Cases/User story, User guides and etc), briefing papers, reports and presentations; -Attending meetings;
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SENTURIA
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Leisure, Travel & Tourism
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1 - 100 Employee
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Supervisor of Call-Center customer support
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Apr 2013 - Aug 2014
-Analyze statistical call center metrics and reports, identified areas to improve, implemented measures that improved service levels and achieved team objectives.-Execute the quality assurance program though monitoring and audits. Set clear performance expectations with team and communicate successfully how performance goals are linked to company goals.-Monitor team service performance on a real-time and ongoing basis to ensure targeted goals are achieved.-Create and develop plans to ensure team achieves business objectives. Provide constructive feedback and obtain improvement commitments from staff.-Lead and/or attend meetings and cross functional teams for diverse policy and process improvements.Competencies1. Problem Solving.2. Customer/Client Focus.3. Communication Proficiency.4. Time Management
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manager of Call-center
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Jun 2012 - Mar 2013
-Customer Focus-Customer Service-Verbal Communication-Informing Others-Process Improvement-Problem Solving-People Skills-Teamwork-People Management-Managing Processes-Emphasizing Excellence
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Education
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2007 - 2012
K. D. Ushynsky South Ukrainian National Pedagogical University
специалист, филолог
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