Natalja Afanasjeva

1 year contract based (Tele2 project) position

• 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;;
• 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/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 empathy and professionalism.
• Solved complex technical issues for clients, leading to significant decrease in repeat.

• Managed in-store client relationships, achieving a 93 % positive feedback rating of 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: MS 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.
• 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 Debtors 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: Prioritizing tasks, Resilient under pressure, Database management, Spreadsheet proficiency, Report preparation,
  Record keeping, Basic accounting, Customer service, Data entry