Aljona Vassiljeva
Tallinn
Summary
Experienced customer manager bringing 10 years of quality performance in customer support supervisory roles in driving team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
13
13
years of professional experience
Work History
Assistant Customer Service Manager
Hansapost OÜ, Hobby Hall Group, PHH Group
2016.03 - 2023.10
- Trained and regularly mentored associates on performance-oriented strategies.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reviewed repeated issues within operations.
- Generated customer satisfaction surveys to analyze results into action plans.
- Analyzing and reporting call center KPI's.
Customer Care Manager
Studio Moderna OÜ
2015.08 - 2016.03
- Created customer support strategies to increase customer retention.
- Communicating with consumer protection and technical supervision authorities.
- Analyzing customer support services.
- Developing work processes and managing people.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Accountant
Synergy Realty Network OÜ
2012.01 - Current
- This is my hobby, Family small business, organization and implementation of accounting, control and proper reporting of economic transactions, accounting of fixed assets, payroll, filling out declarations, preparation of necessary accounting reports.
Inbound Sales Team Manager
Studio Moderna OÜ
2014.01 - 2015.08
- Leading my own sales team (8-12 people) in the inbound call department.
- Quality control of customer service.
- Improvement of processes in cooperation with other departments.
- Preparation of work plans, continuous training of the team and myself.
- Supporting the team, planning the work schedule, sharing priorities, setting goals.
Telemarketing Sales Representative
Studio Moderna OÜ
2011.03 - 2014.01
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Completed daily cold calling and outreach to build sales pipeline.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
Education
No Degree - The Team - Growing Into A Team (10 Academic Hours)
Koolituspartner OÜ
Tallinn, Estonia06.2020
No Degree - Table Calculation in MS Excel For The Basic Level
Tallinna Arvutikool OÜ
Tallinn, Estonia11.2019
No Degree - Perfect Customer Service And Upselling (8 Academic
Koolituspartner OÜ
Tallinn, Estonia01.2018
No Degree - Accounting For Beginners. Theory And Practice.
Business Technologies OÜ
Tallinn, Estonia11.2011
Bachelor of Science - Land Use Planning And Management
Estonian University of Life Sciences
Tartu, Estonia06.2004
No Degree - Business Management Course (540 Academic Hours)
Alverga OÜ
Tallinn, Estonia05.1999
Skills
- Sales Targeting
- Sales Tracking
- Data Analytics
- Strategic Planning
- Aftermarket Sales
- Customer Complaint Resolution
- New Hire Onboarding
- Team Building and Leadership
- Quality Control
- Training and Mentoring
- Bookkeeping
Languages
Russian
Native language
Estonian
Advanced
C1
English
Intermediate
B1
Ukrainian
Intermediate
B1
Travelling, reading.
Besides work, I’m an avid traveler, and I like reading and any kind of active pastime.
Timeline
Assistant Customer Service Manager
Hansapost OÜ, Hobby Hall Group, PHH Group
2016.03 - 2023.10
Customer Care Manager
Studio Moderna OÜ
2015.08 - 2016.03
Inbound Sales Team Manager
Studio Moderna OÜ
2014.01 - 2015.08
Accountant
Synergy Realty Network OÜ
2012.01 - Current
Telemarketing Sales Representative
Studio Moderna OÜ
2011.03 - 2014.01
No Degree - The Team - Growing Into A Team (10 Academic Hours)
Koolituspartner OÜ
No Degree - Table Calculation in MS Excel For The Basic Level
Tallinna Arvutikool OÜ
No Degree - Perfect Customer Service And Upselling (8 Academic
Koolituspartner OÜ
No Degree - Accounting For Beginners. Theory And Practice.
Business Technologies OÜ
Bachelor of Science - Land Use Planning And Management
Estonian University of Life Sciences
No Degree - Business Management Course (540 Academic Hours)
Alverga OÜ
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