Natalja Grigorjeva

Maintained procedure manuals, troubleshooting guides, and FAQs for internal and customer use

Facilitated a customer-centric service (Latvian, Russian, time to time English-speaking clients), than saw a 25% boost in the Net Promoter Score (NPS)

Consistently maintained ~85% customer satisfaction in personal rating in average.

Increased customer retention by ~10% by introducing a customer loyalty program

Facilitated resolution of customer complaints, ensuring repeat

business from 70% of customers

Coordinated with cross-functional teams to ensure customer satisfaction and retention

Actively participated in team meetings and ingredient problem-solving sessions to maximize efficiency

Proficient in using CRM systems and Efficiency Performance tools

High punctuality and access to remote workplace, observing precise working hours and shift schedule

Achieved highest customer feedback score in the team for 2 consecutive months

Received monthly Team’s Sales KPI award twice (with motivation system’s bonus cards)

Technical support Maintained a high level of expertise on company products and services including device, its software and network nuances clarifying.

Used ticketing systems to manage and process support actions and requests

Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Managed challenging customer situations with diplomacy, often turning negative experiences into positive.

Solved complex technical issues for clients, leading to significant decrease in repeat support calls.

Managed in-store client relationships, consistently achieving a 93 % positive feedback rating (Mystery Shopper in probationary period) by providing exceptional service.

Sales Techniques:

Cold Calling, Relationship Building, Closing Techniques, Upselling, Cross-selling, Retention

Facilitated a customer-centric atmosphere

Developed proficiency in CRM software and Microsoft Excel

Communication Tools: Microsoft Teams, Zoom, WhatsApp

Documentation & Reporting: Microsoft Office Suite, Sales Reports, Forecasting, Cash register reports, Cash deposit operation at ATM.

Tech Stayed updated on industry trends and competitor offerings, positioning technical products, IT and mobile network services as superior alternatives in the marketplace.

Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.

Stayed current on company offerings and industry trends.

Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.

Led a cross-functional task force that streamlined administrative workflows, achieving a 20% increase in team productivity through strategic delegation and prioritization of tasks.

Managed quarterly, weekly, annual high-level executive reporting system including Debitors report, employee's timesheet system, helping senior leaders identify growth opportunities.

Facilitated cross-departmental communications, resulting in a 15% enhancement in Departments collaboration.

Supported a team of executives in daily operations, providing smooth work process.

Gotten Skills: Database management, Spreadsheet proficiency, Word processing, Report preparation, Record keeping, Basic accounting, Customer service, Data entry