Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Iuliia Brossard

Iuliia Brossard

Yokosuka

Summary

Dynamic customer service professional with extensive experience at NEX E-COMM, excelling in problem resolution and active listening. Proven track record of enhancing customer satisfaction through effective complaint handling and staff training. Skilled in documentation and adept at managing high-stress situations, fostering loyalty and repeat business.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

NEX E-COMM
08.2023 - Current
  • Responded to customer requests for products, services, and company information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Customer Service & Logistics Specialist

LLC Amorim Cork Composites
09.2018 - 03.2021
  • Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
  • Enhanced customer satisfaction by proactively resolving shipping issues and providing timely updates on order status.
  • Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
  • Tracked supply, equipment and product inventory quantities to maintain necessary levels.
  • Managed inventory levels for optimal cost savings and minimal stockouts.
  • Lead a team responsible for managing imports/exports documentation process ensuring timely and accurate completion of all shipping documents.
  • Provided training and development opportunities for employees within the logistics department, fostering a culture of growth and continuous learning.

Customer Service Specialist

LLC Eco Packaging International Company
01.2017 - 09.2018
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Managed timely and effective replacement of damaged or missing products.
  • Coordinated import and export of goods for multiple clients, providing accuracy and timely delivery.
  • Maintained accurate records of all import/export transactions to ensure full traceability and audit readiness.
  • Prepared shipping documentation, maintaining compliance with EU Customs and international regulations.

Customer Support Coordinator

LLC "conTeyor Rus"
07.2015 - 12.2016
  • Established positive relationships with clients through proactive communication and attentive listening skills.
  • Collaborated and maintained communications with sales representatives on customer-related issues.
  • Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
  • Adhered to company policies, procedures and system documentation requirements.

Customs Clearance Specialist

LLC SDG Tranzit
01.2012 - 07.2015
  • Coordinated with multiple departments for prompt information gathering and verification, expediting the clearance process.
  • Maintained strict confidentiality protocols while handling sensitive data, ensuring compliance with security regulations.
  • Contributed to the development of corporate policies related to global trade compliance and export control regulations.
  • Streamlined import/export processes by implementing efficient documentation and filing systems.
  • Developed strong relationships with international suppliers, fostering trust and reliability in business transactions.
  • Trained new team members on import/export procedures and best practices, increasing overall department efficiency.

Education

Linguistics

International Economic Relations, Economics And Law
Saint-Petersburg, Russia
02-2016

Skills

  • Customer relations

  • Active listening

  • Problem resolution

  • Call center experience

  • Product knowledge

  • Complaint handling

  • Data entry

  • Microsoft outlook

  • Documentation

  • Staff training

  • Live chat support

Languages

Russian
Native or Bilingual

Timeline

Customer Service Representative

NEX E-COMM
08.2023 - Current

Customer Service & Logistics Specialist

LLC Amorim Cork Composites
09.2018 - 03.2021

Customer Service Specialist

LLC Eco Packaging International Company
01.2017 - 09.2018

Customer Support Coordinator

LLC "conTeyor Rus"
07.2015 - 12.2016

Customs Clearance Specialist

LLC SDG Tranzit
01.2012 - 07.2015

Linguistics

International Economic Relations, Economics And Law

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