Резюме Customer Support

Tetiana Pomohaieva

Date of birth: ​

***********

Contact details:

Address: ​

Kyiv, Shovkovychna str., 31

Phone: ​

Показать контакты (WhatsApp, Viber, Telegram)

Email: ​

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Job experience

Customer support expert

February 2020 – present
ShortPoint Inc. (Customer service / IT-technologies)

● answering customers' requests via chat and email (powered by Freshdesk and Freshchat)
● solving technical queries and issues on remote support video-sessions
● bug reporting (JIRA)
● reproducing issues in Microsoft SharePoint (Office 365, SharePoint On-Premise)
● writing and editing Knowledge Base solution articles
● recording video guides, tutorials and product tours
● conducting company webinars

Customer support team lead

July 2019 – November 2019
Bolt Technology, Tartu, Estonia (Customer service / IT-technologies)

● managing work of 12 customer support agents (4 – remotely in Saint Petersburg);
● setting goals for the team, monitoring and improving KPIs;
● providing coaching *******s to the team;
● motivating and developing agents at work and outside via team-meetings, on-job games,

team-events, building trust atmosphere in the team;

● supporting newcomers during the onboarding;
● workforce planning incl. forecasting and sizing, workforce headcount planning, scheduling;
● hiring – CV screenings, conducting 1​st​ round interviews;
● providing analytical, reporting and communication support to CS operations and senior

management.

Key accomplishments:

● created an internal Knowledge Base for Russian market; 
● in cooperation with team lead from Kyiv hired a new team of customer support in Saint 

Petersburg; 

● created a quality analysis tool for analysing agents' performance. 

Operations planning and reporting manager 

December 2018 – July 2019 
Aviacontact, Kyiv (Customer service / Contact centre) 

● supporting Line Management in effective and efficient utilization of floor workforce 

through development, adaptation and effective implementation of relevant business 
processes, standards and tools in close coordination with Client's WFM function;

● providing analytical, reporting and communication support to the Line Management in 

the area of floor force efficiency, effectiveness and performance;

● workforce planning incl. forecasting and sizing, workforce headcount planning, 

developing and providing analytical and reporting frameworks, tools and processes.

Key accomplishments: 

● optimized the reporting and tracking system in operations (incl. Google Drive structure);
● optimized the notification system between departments (incl., internal communication and 

communication with Client's functions)

● was involved in the 360 degree performance system creation, incl. quality analysis tool, PIP 

system;

● optimized the vacations tracking system;

● created an automated tool which calculates attrition by tenures by LOB and overall;
● optimized shifts’ rotation due to ramp-up and opening hours changes;
● being the contact person between the line management and client's function;
● maintaining good relationship with the client's managers, successful negotiation in the field 

of KPIs and SOW, incentive programs.

Customer support team manager 

December 2017 – December 2018 
Aviacontact, Kyiv (Customer service / Contact centre) 

● managing work of 8-13 customer support agents;
● was involved to the scripts creation and processes mapping;
● creating training and coaching materials;
● providing coaching *******s to the team;
● motivating agents at work via scheduled team-meetings, on-job games, lotteries, other 

incentives;

● supporting newcomers during the training and grad bay as a trainer / walker;
● dealing with the floor escalations and complaints;
● monitoring, controlling and improving team's KPIs;
● providing ad hoc and regular reports and presentations to Operations management.

Key accomplishments: 

● built the most successful team among Front Office department from the scratch;
● created and maintained generous and friendly team atmosphere, which resulted in the 

lowest attrition and highest performance among Front Office department;

● two team members promoted to team leads (May ******************);
● the best Quality Email team - Week 11 ************* ************* 2018 (worldwide);
● the best Quality Voice team - ************ (worldwide);
● the best Front Office team for 6 months (Kyiv site);
● twice nominated as employee of the month (worldwide).

Travel consultant 

January 2017 – April 2017 
Aviacontact, Kyiv (Customer service / Contact centre) 

● providing with an information about the reservation (availability of boarding passes, flight 

numbers, airport check-in rules, etc.),

● updating passengers’ passport data and personal information in CRM & airlines' MMB,
● booking additional services (meals, priority boarding, travelling with pets, additional 

support, sports equipment, etc.),

● booking alternative flights in case of a delay / cancellation of flights,
● dealing with complaints.

Key accomplishments: 

● top 5 consultants with the most positive reviews from the customers (February 2017);
● built a good reputation as a responsible and reliable employee, resulting in a receiving of the 

job offer for Team Manager position after half a year of leaving the company.

Transfer guide 

May 2016 – October 2016 
Kilit Global Tourism, Bodrum, Alanya (Tourism) 

● meeting at and transferring tourists from/to the airport,
● providing a brief info on a way to the hotel about country, local cuisine, traditions, places of 

interest,

● instructing with hotel check-in/check-out processes,
● making sure that all the tourists are accommodated and there are no issues with check-ins at 

the hotels (if any - resolving ad hoc),

● keeping tourists entertained at the airport/bus if there are any outgoing flight delays,
● accompanying guests on non-historic tours and excursions including shopping tours,
● helping hotel guides with the info-meetings.

Key accomplishments: 

● 100% attendance on info-meetings;

● tours and excursions sales increase after the transfers;
● helped to promote the low-selling tours on the transfers;
● positive reviews from the customers resulted in promotion to the hotel guide assistant 

(Bodrum).

Education 

Taras Shevchenko national university of Kyiv 

Faculty of geography, International tourism, Kyiv 
September 2017 – May 2019 
Master's degree in International tourism, diploma with honours 

 
Taras Shevchenko national university of Kyiv 

Faculty of geography, International tourism, Kyiv 
September 2013 – June 2017 
Bachelor's degree in International tourism, diploma with honours 

 
Additional courses 

● Front-end Development - awarded as Junior Front-end Developer, 

Beetroot Academy (September - December 2020) 

● Useful tools and techniques of the effective team manager (2018)
● Amadeus basic training (2015, 4 months) 

Languages 

● English – proficient
● Ukrainian – mother tongue
● Russian – fluent
● Polish, Spanish – pre-intermediate
● German – elementary

Knowledge 

● MS Office – Word, Excel, PowerPoint, Publisher, SharePoint, Teams;
● G-Suite – Gmail, Calendar, GDrive, Google Sheets, Google Docs, Google Slides; 
● HTML; CSS; JS (basic); 
● GoodData; Looker; Tableau; Mixpanel;
● Zendesk; Freshdesk; Freshchat; PureCloud;
● Jira; Confluence; Asana;
● Loom; Movavi; 
● Lightshot; Licecap; CloudApp; 
● Slack;
● ArcView; MapInfo; Adobe Illustrator (basic);
● Amadeus; Sabre (basic).