Anna-Maria Iljina
Tallinn
Summary
Dedicated customer service professional with knowledge of service delivery, proven multitasking abilities and experience with customer support software and ticketing systems. I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
4
4
years of professional experience
Work History
Customer Service Specialist
Majorel
11.2020 - 03.2023
- Providing excellent customer service through phone calls, emails and live chat;
- Identifying and supporting customers' queries in a respectful and positive manner, as well as providing feedback on previous queries;
- Addressing customer complaints, issues and mitigated dissatisfaction by employing timely and on-point solutions;
- Actively listening to customers, handling concerns quickly and escalating major issues to supervisor.
- Understanding of standardized customer service processes (mapped process steps, set KPI-s, aligned processes between customer, client user and company);
- Understanding of customer protection laws and protocols in case handling between multiple stakeholders;
- Understanding of information security and data protection requirements and its implementation;
- Understanding of corporate regulations and policies (Code of Conduct, protection of personal data, client relationship management).
Server, Customer Service Associate
BSJ OÜ
09.2018 - 12.2018
- Greeting customers and providing excellent customer service
- Taking orders and serving food and beverages to customers promptly with focused attention to customer needs
- Providing customers with menu recommendations, specials and promotions
- Maintaining high levels of cleanliness and sanitation in a restaurant area
- Working with POS system to place orders, manage bills, and handle complimentary items
- Resolving customer complaints promptly and professionally to maintain positive reputation
Education
Bachelor of Arts - Education
Narva College of The University of Tartu
Narva, Estonia06.2019
High School Diploma -
Narva Kreenholm Gymnasium
Narva, Estonia06.2014
Skills
- Excellent customer service and assistance
- Excellent and effective written and verbal communication
- Issue and complaint resolution in an effective and timely manner
- Customer data confidentiality
- Calm and professional under pressure and high-stress situations
- Highly adaptable, flexible and quick learner who likes working independently and in teams
Languages
Russian
Native language
English
Advanced
C1
Estonian
Upper intermediate
B2
German
Beginner
A1
Interests
Painting:
I am a hobby artist, and drawing puts my mind at ease and makes me feel inspired.
Travelling:
Another hobby that is extremely important to me as I feel that visiting other countries, getting to know other cultures and seeing the world in all its colours is something that every human should experience in their life.
Timeline
Customer Service Specialist
Majorel
11.2020 - 03.2023
Server, Customer Service Associate
BSJ OÜ
09.2018 - 12.2018
Bachelor of Arts - Education
Narva College of The University of Tartu
High School Diploma -
Narva Kreenholm Gymnasium
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