Diana Zelenina, Customer Support Manager

About

I have a great experience in Customer Service both offline and online. I used to work in 5 Star hotels and IT companies providing the exceptional service to clients.

Experience

M2E Pro

Sep 2020 – Sep 2022

Dnipro

Customer Support and Billing Manager

Working with the biggest marketplaces — eBay, Amazon, Walmart. -Processing customers’ requests via the ticketing system (Freshdesk) -Investigating the Magento system along with installed M2E Pro extension -Analyzing and reproducing the issues -Helping with M2E Pro configuration, -Performing extension upgrades via the terminal -Investigating the Channel (eBay, Amazon, Walmart) API requests and responses to tackle the errors/issues -Responsible for the Billing Department (subscriptions, payments, customer accounts) -Resolving customer complaints/queries related to M2E Pro service -Dealing with refund requests -Creating ideas for extension improvement referring to API developer docs and extension possibilities

Renaissance Monarch Centre Hotel

Oct 2018 – Jan 2020

Sales and Events Coordinator

Responsible for preparing all event documentation and coordinate with Sales, hotel departments and customer to ensure consistent, high level service throughout pre-event, event and post-event phases of hotel events. Ensure all hotel events have a seamless turnover from sales to service back to sales. Recognize opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events.

Namecheap

Dec 2017 – Sep 2018

Dnipro

Customer Support Manager

Providing professional technical support to clients from all over the world via live chats and tickets. -Registration of domain names and websites. -Providing web-hosting for placing websites. -SSL-certificates installation. -Selling hosting product and providing all the necessary pre-sales information for customers. -Fixing registered websites.

Ararat Park Hyatt

Dec 2015 – Aug 2017

Front Desk Agent

Responsible for providing a friendly welcome & high-quality service to guests arriving at the hotel. Constantly portraying a highly professional image of the hotel & paying particular attention to guest satisfaction & efficiency. -Welcoming and checking in guests as well as processing group arrivals. -Checking out departing guests using the hotel’s accounting system (Opera PMS) -Taking payment from guests in the form of cash or credit cards. -Answering telephone inquiries promptly & professionally & transferring calls on. -Being a point of contact for guests should they have any queries. -Arranging for brief tours of the hotels rooms and facilities. -Dealing with and resolving customer complaints. -Managing bookings for transfers and restaurants. -Keeping up to date on all hotel products, services, pricing & promotional offers. -Projecting professionalism and emphasis on guest service and hospitality. -Maximise sales revenues through up selling. -Supervising the preparation of the rooms. -Ensuring all relevant paperwork has been completed in order for a smooth handover at the end of the shift.

Education

Alfred Nobel University

May 2010 – Aug 2015

Master's, English Philology and Translation

General

Job Categories

Help & Support

General

Job Categories

Help & Support

Diana Zelenina

Customer Support Manager

Skills

Languages