Dana Berdauletova

Customer Support Representative

ZenHotels.com

Dec 2023 - Current (2 years 11 months)

• Assisted with booking and for over 100 customers weekly.
• Provided detailed information on hotel amenities and services, helping clients choose the best options, offering personalized recommendations.
• Managed customer complaints, achieving a 75% resolution rate.
• Collaborated with hotel partners to resolve booking discrepancies.
• Guided customers through the booking process, provided instructions.
• Utilized Zendesk and Salesforce CRM to track and manage interactions.
• Made check-in and check-out faster, reducing wait times by 15%.
• Responded to an average of 30+ customer inquiries daily Show less

Healthcare Customer Service Representative

SafetyWing

Aug 2022 - Oct 2023 (1 year 3 months)

• Provided detailed information on healthcare policies and coverage options.
• Assisted international clients with inquiries about healthcare plans.
• Resolved healthcare-related issues for clients, ensuring quick and accurate solutions and provided follow-up support as needed.
• Processed and tracked insurance claims, reducing processing time by 15%.
• Guided clients through the registration process, addressed any questions.
• Scheduled patient appointments and updated electronic health records.
• Responded to general inquiries from 15 clinics, 13 referring doctors.
• Answered the billing questions of 500 patients weekly. Show less

Client Specialist

Bloomberg

Apr 2022 - Jul 2022 (4 months)

• Graduated program in investment banking client service.
• Provided unparalleled customer service to the clients from hardware to software issues.
• Asked clients about their financial goals and introducing services and products that will meet their needs.

Customer Service Specialist

T-Mobile

Feb 2021 - Mar 2022 (1 year 2 months)

• Provided technical support to over 70 customers daily.
• Solved customer issues with billing, devices, and service problems.
• Kept records of customer interactions and followed up to resolve issues.
• Guided customers through account setups, plan changes.
• Assisted in processing over 100 service requests per week, ensuring timely and accurate completion and coordinating with teams for smooth delivery.
• Resolved 80% of customer complaints on the first contact.
• Conducted customer follow-ups and surveys, collecting feedback.
• Managed refunds and exchanges, processing 80+ transactions per week. Show less

Business English Teacher

Skyeng

Sep 2015 - Feb 2019 (3 years 6 months)

• Developed and issued educational content including notes, tests, and assignments.
• Organized supplies and resources for lectures and presentations.
• Delivered personalized instruction to each student by encouraging interactive learning.
• Planned and implemented educational activities and events.
• Collaborated with educational staff to deliver lectures.
• Taught Business English including spoken English to the students.
• Made teaching plans for the Business Program.

W

Au Pair Abroad

WORK AND TRAVEL

May 2014 - Sep 2014 (5 months)

• Used a variety of teaching techniques and methods, organized activities and implemented a curriculum.
• Delivered a quality, developmentally appropriate educational programs which reflect EYFL and behavior management policy.
• Ensured to implement safety, hygiene and welfare measures for all children.
• Participated in supervising indoor/outdoor environments to provide safety for children at all times.

Dana Berdauletova

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Dana Berdauletova

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Behavioral traits