Maria Manko Email & Phone Number

Kuala Lumpur, My

Malaysia

Support the Improvement of all Customer Interactions Experience Initiatives.

• Developing of business processes and procedures related to interaction of Customer Service Department with other Subdivisions• Implementing and support of standards, policies and operating procedures for the purpose of providing a climate of cohesiveness, cooperation and enthusiasm within the customer services• Performing supervising functions for the purpose of maintaining adequate Customer Services Department staffing, enhancing productivity of personnel and achieving objectives within budget• Regular analysis of statistics, statements and plans executions• Maintaining high quality level of customer service • implementation of KPI• Managing strategies to ensure tight collaboration of Sales, Marketing, Dealing, Financial and IT Departments and Branches for timely trouble ticket resolution to reach SLA• Providing accurate information to management and other Departments• Control of сcontent actualization of knowledge basis (Client’s and corporate FAQ)• Collecting information on clients preferences• Interviewing and selecting personnel to maintain adequate Customer Services staffing• Participating in meetings, workshops and seminars for conveying and gathering information required to perform functions.• Responsibility for the Department budget ( forming and monitoring)• Organizing personnel training and testing I have been working at the current place of work since 2012, initially I started working here as a Customer Service Specialist. A year later, I was promoted to Senior Customer Service Advisor. Since 2014, I have been the Deputy of Head of the Department. And from 2016 to the present I am the Head of the Department.In my submission are employees from 8 different points of the world (Vladivostok, Nizhny Novgorod, Moscow, Minsk, China, Montevideo, Mexico, Montenegro). The command is managed remotely.

Moscow, Russian Federation

Recieve calls from insured from all around the worldOrganization of medical care worldwide through foreign partnersDaily communication with partner companies abroad on the organization of assistance and customer serviceTranslation of documents from a foreign languageConducting business correspondence with foreign partners

Specialist, English Language

Education record