Yulia Verbenets Email & Phone Number

Kyiv, Kyiv City, Ukraine

Responsibilities:- opening of the FOP;- signing of contracts, additional agreements;- drawing up acts of work performed;- management of the insuarance direction and databases.Achievements:- transfered of the process of signing agreements on the termination of cooperation (180 per month) to electronic document flow- transfered of the process of signing insurance documents to electronic document flow (2400 documents per year)- during 1 year, I trained 3 new employees from scratch, after 2 months they could work independently

Kyiv, Kyiv City, Ukraine

Responsibilities:- resolved conflict situations with customers;- wrote everyday reports on phone calls between managers and clients;- phone calls to VIP customers regarding the level of satisfaction with our service;- constant monitoring of the site for inconsistencies and errors (information on the site was updated weekly);- together with the head of the sales department trained new managers and worked with errors;- received feedback from customers after received the order.Achievement:Developed a survey form for clients and, based on the results of this communication, compiled reports on the level of client satisfaction at each stage of working with the company. This made it possible to save time on calls to customers and gave a possibility to a history of satisfaction with orders in different years and at different stages of work.

Kyiv, Kyiv City, Ukraine

Responsibilities:- provided corporate travel assistance to company’s employees from 3 different countries;- resolved complaints, providing fast and accurate response to employees' issues;- planed a short excursion tours during stopover more than 6 hours;- booked flighs, hotels, cars using different websites (Orbitz, American exspress, IHG....);- assistance in navigation at the destination; - compiled travel reports.Achievement:Developed a tourist travel folder thanks to which employees did not waste time looking for the necessary location or options for how to get to the destination (they already had answers)

Kyiv, Kyiv City, Ukraine

Responsibilities:- managed and coached of managers of call center including auditing and feedback;- measured the level of customer satisfaction with the service received;- resolved conflict situations with customers;- filled and administered the website and social networks.Achievements:- due to constant work with managers, the script execution rate reached 95%: - during the year due to the constant monitoring of missed calls during non-working hours, there was no call that was not processed within the first working hour.

Kyiv, Kyiv City, Ukraine

Responsibilities:- dealed with incoming phone calls and incoming/outgoing post;- ordered office stationery and all the necessary things when stocks are low;- tracked office exspenses;- onboarding for new team members;- performed administrative requests from heads of departments and execution of hr-department assignments;- controlled of meetings schedules;- signed a cooperation agreement with new employees and conducting personal affairs of employees;- chose of resumes for vacancies in customer support deartment, conducting initial interviews with candidates and analysis of their answers to psychological tests.Achievements;- The cleaning lady I chose (after a series of interviews) worked for the company for more than 2 years.- The frequency of office purchases was reduced from 1 time a week to 1 time in 3 weeks, which saved working time for the process of ordering, receiving goods and inventorying the balance

Kyiv, Kyiv City, Ukraine

Responsibilities:- booked of flights and hotels using a variety of online booking system;- visa support service;- provided any kind of support for tourists till the end of the trip;- attended all touristic exhibitions and seminars;- maintenance of the site to ensure that information is up-to-date.Achievement:During my period of work, the average check increased by 15%

Kyiv City, Ukraine

Responsibilities:- signed contracts with partners and maintenance of a client base; - updated the site of company by hot tours; - processed requests from tourists and travel agencies; - supervised "Italy" as a tour operator (assistance to agents in the preparation of documents for submission to the Embassy, business correspondence with partners).Achievement:I was one of the organizers of the ski forum Ukraine in October 2012 (after it sales of ski tours increased by 30%)

Kyiv, Kyiv City, Ukraine

Responsibilities:- recommended suitable holiday destinations, tours, travel routes, accommodations and local attractions to customers within their budget by phone or email;- booked of flights, transfers, travel insurance; - meetings with customers to finalise all the travel details for their trip; - produced statistics on sales, travel destinations and customer satisfaction; - liaising with tour providers on a regular basis;- visited tourist exhibitions and seminars.Achievement:Fulfilled the sales plan of tour operator "Tourtess" and received free farm trip

Manual Qa Engineer

Master'S Degree, Management Of The Organization, Manager Of Tourism