alexandrswap

Handled incoming customer inquiries via phone and chat (at the Operator stage) • Provided consultations on company services, assisted with order placement, and resolved non-standard situations After promotion to Senior Operator: • Organized and coordinated the work of operators on the line • Provided real-time support to colleagues in handling complex inquiries • Collected and submitted daily statistics to the head office • Analyzed operator errors, conducted reviews, and gave recommendations to improve service quality Achievements: • Promoted to Senior Operator for outstanding performance and initiative • Reduced the team’s average inquiry handling time by introducing templates and providing prompt support • Improved customer service quality through regular error analysis and mentoring

Handled incoming inquiries from marketplace sellers via chat and email • Provided support across a wide range of topics: logistics, product listings, financial operations, and technical issues • Processed large volumes of information, including internal knowledge bases and regulations • Managed cases in the CRM system, ensuring SLA compliance and service quality standards Achievements: • Improved response speed and accuracy by systematizing typical support scenarios • Reduced repeat inquiries through detailed consultations and a proactive approach • Mastered OZON’s internal tools and successfully adapted to the platform’s rapidly evolving processes

Coordinated operator activities during shifts, provided guidance and ensured stable, efficient line performance • Monitored service quality and compliance with internal regulations • Prepared and submitted operator performance reports in line with company standards • Responded promptly to non-standard situations and assisted in resolving them Achievements: • Improved team cohesion through clear coordination and timely support • Reduced operator errors by implementing systematic monitoring and constructive feedback

Received inbound calls and advised clients on banking products: cards, loans, and online services • Ensured uninterrupted operator performance and resolved issues promptly during shifts • Prepared daily and weekly reports on operator performance metrics • Collaborated with internal departments to improve customer experience Achievements: • Reduced operator errors through regular analysis and constructive feedback • Successfully combined consultant and coordinator roles, maintaining stable shift operations

Handled incoming customer inquiries via phone and chat (at the Operator stage) • Provided consultations on company services, assisted with order placement, and resolved non-standard situations After promotion to Senior Operator: • Organized and coordinated the work of operators on the line • Provided real-time support to colleagues in handling complex inquiries • Collected and submitted daily statistics to the head office • Analyzed operator errors, conducted reviews, and gave recommendations to improve service quality Achievements: • Promoted to Senior Operator for outstanding performance and initiative • Reduced the team’s average inquiry handling time by introducing templates and providing prompt support • Improved customer service quality through regular error analysis and mentoring