Mariia Sytnik
Filderstadt
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Billing Support Agent
NDA
12.2023 - 07.2024
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Norwegian Language Course
The Directorate of Integration & Diversity (IMDi)
01.2023 - 11.2023
- Achieved A2 in Norwegian through successful completion of the Norwegian Integration Course.
- Completed 11 months of Norwegian Integration Course, showcasing dedication to language acquisition and cultural understanding.
- Acquired in-depth knowledge of Norwegian culture, customs, and societal norms through the integration course curriculum.
Customer Service Representative
NDA
05.2022 - 03.2023
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Customer Support/Quality Assurance Support Manager
NDA
06.2021 - 05.2022
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coached employees through day-to-day work and complex problems.
- Monitored employee and customer interactions to assess quality of service.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Developed detailed plans based on broad guidance and direction.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Verication Specialist
VBET Ukraine
06.2020 - 06.2021
- Conducting daily reviews of potential customers’ documents.
- Entering documentation data with accuracy.
- Monitoring accounts for potential fraud or multiple accounts, and escalating issues to the appropriate teams.
- Adhering to all company policies and procedures to ensure high-quality work.
Customer Support Specialist
CEX.IO Labs
05.2019 - 06.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to manage diverse customer needs in a high-volume environment, prioritizing tasks to meet challenging deadlines.
- Responded to customer inquiries and provided technical assistance over phone, via email and live chats.
- Contributed ideas and practical solutions to support process improvement efforts.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Education
Bachelor of Arts - English Linguistics, Translation And Interpreting
Kyiv National Linguistic University
Kyiv, Ukraine07.2019
Skills
- English - (C2), fluent
- Ukrainian - native
- Russian - native
- Norwegian - (A2)
- Spanish - (A2)
- Customer service expert
- Telephone skills
- Complaint handling
- Relationship-building
- Zendesk
- Jira
- Asana
- Customer loyalty building
- CRM Software
- Live chat support
- Technical assistance
- Data Collection
- Training and coaching
- Ticket management
- Remote Support
- SLA Compliance
Languages
English
Fluent
Russian
Native
Ukrainian
Native
Spanish
Intermediate
Norwegian
Elementary
Interests
- Visual Arts
- Gym
- Drawing
- Reading
- Learning foreign languages
Timeline
Billing Support Agent
NDA
12.2023 - 07.2024
Norwegian Language Course
The Directorate of Integration & Diversity (IMDi)
01.2023 - 11.2023
Customer Service Representative
NDA
05.2022 - 03.2023
Customer Support/Quality Assurance Support Manager
NDA
06.2021 - 05.2022
Verication Specialist
VBET Ukraine
06.2020 - 06.2021
Customer Support Specialist
CEX.IO Labs
05.2019 - 06.2020
Bachelor of Arts - English Linguistics, Translation And Interpreting
Kyiv National Linguistic University
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