Ania Aksentsova

Ania Aksentsova

About

Detail

Google AccelHERate Customer Success Bootcamp graduate | Customer Care Specialist | Support | B2C & B2B | Administrator
Haifa District, Israel
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Timeline

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Résumé

Jobs verified_user 0% verified
  • מ
    Office Administrator
    מרפאה וטרינרית Beethoven
    Apr 2024 - Aug 2025 (1 year 5 months)
    ∙ Managed a clinic branch (resolved conflict and complex situations, assisted other staff members in solving all types of issues, and ensured that the clinic was fully supplied). ∙ Provided administrative management of both clinics (arranged schedules and monitored compliance with them, administered a group with work announcements). ∙ Ensured correct salary calculations for all employees and provided care for the team's welfare. ∙ Handled full procurement for both clinics. ∙ Introduced new hires to the clinic workspace, ensuring they have all their questions answered and all the necessary information provided. ∙ Drafted job instructions, manuals, and guidelines for daily operations (such as government fee payment and refunds processing), en
  • מ
    Receptionist
    מרפאה וטרינרית Beethoven
    Apr 2022 - Apr 2024 (2 years 1 month)
    ∙ Delivered exceptional service to clients via phone, WhatsApp, and in-person, ensuring satisfaction in Hebrew, Russian, and English. ∙ Ensured smooth and time-efficient communication with customers and acted as an intermediary between doctors and clients; handled inquiries, resolved conflict situations. ∙ Wrote instructions and redesigned internal processes enhancing overall efficiency (for instance introduced guidelines for new pet owners and a checklist for assessing new employees). ∙ Maintained accurate stock levels and managed invoice processing. ∙ Coached and guided new hires through their integration process. Show less
  • SOFTSWISS
    Customer Care Service Specialist
    SOFTSWISS
    Jul 2019 - Oct 2020 (1 year 4 months)
    ∙ Consistently achieved one of the highest customer satisfaction ratios of 94% across 20 projects simultaneously, while successfully resolving a substantial number of inquiries. ∙ Cultivated and maintained efficient communication with B2C and B2B clients. ∙ Processed payouts using various payment providers (including blockchain). ∙ Managed anti-fraud screening and KYC procedure. ∙ Trained and mentored a dozen of new employees. ∙ Introduced a few dozens of templates/tags that considerably facilitated and speeded up resolution of customer inquiries. ∙ Recognized for highest satisfaction ratio in the long run. Show less
Education verified_user 0% verified
  • Elevation
    Google AccelHERate Customer Success course
    Elevation
    Jan 2023 - Jan 2024 (1 year 1 month)
  • Minsk State Linguistic University
    bachelor, Bachelor's degree, Contemporary foreign languages (translation)
    Minsk State Linguistic University
    Jan 2014 - Jan 2019 (5 years 1 month)
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