Handled incoming customer requests through multiple communication channels: Incoming line, online chat on the website, ticket system, shared mailbox.Work with the technical side of the use of the device (device failure, replacement of devices)Just provide the informational support to customers on current promotions, special offers, etc. (Ometira)Worked within KPI and SLA on key values.Provided uninterrupted operation of the online store during business hours (Magento CRM)(Receive, distribute, edit, search and confirm orders)Also engaged in the search for suspicious orders. Interacted with the distributor and courier services (in the search and shortage / resorting orders)Provided acceptance of applications in the direction of D2C (Direct to client) - received and assigned the presentation of the device to clients with personal managers (Outgoing line, without sales)Also in this area engaged in interactions with the D2C managers themselves-work with final orders, current meetings, worked with trial periods of use of the device (Mictosoft Dynamics 365, Newton edition)Was engaged in information support of clients on the current points of sale (Brand stores in 5 cities)(Availability, exchange/return processes, customer search in the database)Took complaints from customers, provided solutions to cases on the call (chat, letter) arising in the process of treatment (Microsoft Dynamics CRM)Worked in the framework of rigid multitasking (up to 3 requests at a time on different channels)At the same time, he complied with the customer service quality indicators by 100% based on the results of listening to calls, viewing chats and answering tickets by the quality Manager.This place of work I change in connection with the reduction of the entire team and the change of the servicing CC (vendor BAT Russia) on November 27, 2019

Corporate Assistant (Private segment)Receiving and processing customer requests through the use of concierge service.Travel Support & Lifestyle ManagementWork with premium customers through the company's communication channels.An individual approach to solving queries.The solution of complex cases, comprehensive customer service. Work on a direct hot line, monitoring the execution of requests by employees of the corporate department. Implementation of contracts with partners (More than 10,000 worldwide).

Work with integrated service of corporate clients (B2B Segment): Attracting, retaining, resolving issues related to salary and credit portfolios. He also successfully interacted with related departments of the Bank’s corporate channel in the Moscow Directorate to quickly solve customer problems and provide additional services. It also ensured the fulfillment of planned indicators for the territory of the region.