Nikolai Vilbar Email & Phone Number

Hamilton, On, Ca

Oakville, Ontario, Canada

• Consistently maintained a 92% customer satisfaction level by providing efficient and empathetic support. Increasedcustomer retention and brand reputation.• Successfully resolved 20 challenging customer cases through effective collaboration with cross-functional teams,resulting in a 17% increase in customer satisfaction and retention.• Increased customer self-resolution rate by 10% through the development of comprehensive knowledge-based articles andFAQs, resulting in reduced ticket volume and improved customer satisfaction.• Consistently surpassed monthly performance targets for response time and resolution time, leading to increased customerloyalty and positive feedback.• Handled an average of 70 customer inquiries per day across multiple channels, contributing to a 12% improvement infirst call resolution.

Ontario, Canada

• Handled transactions totaling $10,000 daily with 100% accuracy using POS systems.• Verified ages for customers purchasing tobacco products, lottery tickets and alcoholic beverages.• Operated fuel pumps by adhering to strict safety protocols to avoid burns and mishaps.• Stocked shelves with new merchandise and rearranged items to keep displays looking fresh.• Resolved 90% of customer complaints in under 5 minutes, boosting customer satisfaction and loyalty.• Turned on fuel pumps after processing customer payments for gas.

Oakville, Ontario, Canada

• Engaged with customers daily, ensuring attention to detail with custom orders.• Collaborated with supervisors to quickly assess and resolve inventory problems.• Handled an average of 50 customers with custom orders, resulting in a 10% increase in productpromotions.

Philippines

• Created and sustained good working relationships with internal and external partners.• Identified challenges and risks to implement tactical solutions.• Coordinated 5 departments to successfully execute telecommunication projects with AT&T, Twitter, and Spotify, boosting KPI's by 11% and enhancing overall project performance.• Completed a project 3 days ahead of schedule, resulting in a 16% cost reduction and increased efficiency for the team.• Boosted contract management efficiency by 14% and secured proper compensation for new employees, ensuring compliance and reducing financial risks.• Oversaw the onboarding of 50+ new employees daily, addressing all inquiries promptly.• Screened an average of 250 candidates and arranged online interviews, ensuring accurate shortlisting.

Metro Manila

• Collaborated with colleagues and co-workers to deliver quality customer experience.• Executed upselling strategies, resulting in a 15% increase in supplementary profits per customer.• Informed customers of promotions and special offers to increase sales.• Managed customer calls efficiently in fast-paced call center environment.

Philippines

● Understanding the necessities and prerequisites of the customers by planning with their delegates and looking for clarity on consistent detail so as to give the most ideal arrangement.● Composing the code utilizing ABAP programming language based on the outline gave by the customers and performing ordinary tests on the ease of use of the code.● Offering specialized help to the end clients through investigating rules and adjustments to the framework after it has been conveyed. Preparing the end clients and customer delegates is additionally performed at this phase of the SAP ABAP programming life cycle.

Computer Systems Technician - Network Systems

Airline/Commercial/Professional Pilot And Flight Crew

Bachelor Of Science (B.S.) Information Systems, System Analysis