Tatjana Pavlova
Tallinn
Summary
Customer service professional with financial expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.
Overview
8
8
years of professional experience
Work History
Application Support Group Specialist
Interactive Brokers
Estonia, Tallinn
05.2022 - Current
- Assisting with customer requests and answered questions to improve satisfaction.
- Managing incoming calls from customers regarding their accounts.
- Maintaining positive account relationships through regular contact and knowledgeable service for every need.
- Responding promptly to customer emails and other forms of communication.
Customer Care Representative
MYJAR IT OÜ
Tallinn
01.2019 - 03.2020
- Promptly responded to customer inquiries and resolved complaints to promote loyalty
- Researched resolutions, contacted necessary departments and responded back to customer back phone or mail as follow up
- Kept customer and system account information accurate and current to support timely resolutions for concerns
- Documented customer inquiries and feedback and entered service delivery suggestions in company database
- Supervised and motivated customer service teams to maximize business performance
Customer Support Representative
MYJAR IT OÜ
Tallinn
09.2017 - 12.2018
- Upheld high standards of customer services by responding to inquiries, needs and problems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Processed customer account changes with proprietary software
- Assisted in training and motivating new employees
Tier 1 Technical Support Advisor
Transcom OÜ
Tallinn
11.2016 - 08.2017
- Responded to support tickets within established timeframe to improve customer service
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Identified hardware issues caused by component failures using approved diagnostic tools
Salesperson
Sushishop OÜ
Tallinn
01.2016 - 10.2016
- Maintained current store, product and promotional knowledge to drive consistent sales
- Sparked social conversations with customers to provide friendly atmosphere and smooth shopping experience
- Increased customer service feedback scores by delivering outstanding service to customers daily
Education
AML & KYC Fundamentals Course
Tempokoolitus OÜ
Tallinn04-2022
Bachelor of Science - Advertising & PR
Tallinn University
Tallinn06.2013
High School Diploma -
Tallinn High School of Humanities
Tallinn06.2006
Skills
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Process Improvement
- Document and Records Management
- Patient and Empathetic
- Multitasking and Prioritization
- CRM Software
- Computer Skills
Languages
Russian
First Language
English
Advanced (C1)
C1
Estonian
Upper Intermediate (B2)
B2
German
Beginner
A1
Timeline
Application Support Group Specialist
Interactive Brokers
05.2022 - Current
Customer Care Representative
MYJAR IT OÜ
01.2019 - 03.2020
Customer Support Representative
MYJAR IT OÜ
09.2017 - 12.2018
Tier 1 Technical Support Advisor
Transcom OÜ
11.2016 - 08.2017
Salesperson
Sushishop OÜ
01.2016 - 10.2016
AML & KYC Fundamentals Course
Tempokoolitus OÜ
Bachelor of Science - Advertising & PR
Tallinn University
High School Diploma -
Tallinn High School of Humanities
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