Resume Agent

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Yuliia Vyshnevetska

Experience

Started working in the company in 2020 as an agent.
Promoted to the position of Mentor in August 2020.
My responsibilities included:
- Clear presentation of the material and preparation of a training plan.
- Detailed explanations of the principles of work related to international norms and laws
for the quality of the company's customer service.
- Holding daily meetings with a group of employees, including one-on-one meetings
- Support and guidance during the internship after the training
- Conducting training, including in a foreign language for foreigners (English)
Promoted to the position of Senior Agent in October 2020.
Promoted to the position of Supervisor of the Customer Complaints Department in
December 2020.
My responsibilities included:
- Supervising and supporting a team of subordinates.
- Timely submission of reports on the department's activities (daily reports)
- Conducting general team meetings and individual meetings to improve the quality of
work, trainings and discussions of innovations, etc.
- Participation in meetings with representatives of Wizz Air and foreign colleagues.
- Analyzing and studying work processes in order to develop effective working methods
and further training of employees.
- Quick response in crisis situations and support to subordinates to ensure their work
processes.

2020 - 2023
Simply Contact Company, Wizz Air project

English (Upper intermediate)

Ukrainian - Native
Russian - Fluence

Languages

Hard skills:

Microsoft Office,
including Word and Excel
Work in Microsoft teams,
Power BI,
CRM system

Soft Skills:

Communication
Teamwork
Cross-cultural working
experience
Conducting training
Leadership

Education

National Technical University named after Yurii Kondratiyk, Poltava,
Department of Decorative and Applied Arts, Faculty of Architecture

Bachelor's degree

2007-2011

Summary:

Skilled in training, mentoring, and supervising teams to deliver exceptional
service. Effective communicator in multicultural settings. Analytical and
adaptable, able to implement process improvements and handle crisis
situations. 

Trainings

December,2020 Training from Simply Contact "Personnel Management for Quality
Improvement" . 
August, 2020 Training Simply Contact "Work Process Analytics, Quality
Enhancement" .
November, 2021 Training from Wizz Air "Teamwork, Crisis Situations Resolution" . 
 January,2022 Training from Simply Contact"Staff Training".

Expertise

Middle -level Supervisor, 
Mentor,
Leading Senior