Lesia Zivkovic
Queens
Summary
Experienced Customer Service Representative with 10+ years of experience working across tech, retail, medical, and hospitality sectors. Strong technical background with hands-on experience resolving complex product issues and guiding users to maximize product value. Passionate about delivering empathetic, high-impact support while leveraging user insights to drive product improvements. Certified in User Interface Design, bringing added strengths in user research, problem-solving, and customer-centric thinking.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager
Cheeseboat
09.2023 - 12.2025
- Developed training programs for staff, improving team performance and service delivery.
- Analyzed sales data to identify trends, informing inventory management and menu adjustments.
- Facilitated communication between front-of-house and back-of-house teams to optimize workflow.
- Worked closely with other managers on duty during particularly busy shifts so everyone was focused on delivering an exceptional experience for each guest.
- Assisted in hiring, training, and evaluating staff members, contributing to a positive work environment.
- Improved customer satisfaction by addressing and resolving guest concerns promptly and professionally.
- Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.
- Established strong relationships with vendors to ensure timely delivery of high-quality products at competitive prices.
- Actively reviewed online reviews from guests who had dined at our establishment so we could make necessary improvements when needed.
- Coordinated special events at the restaurant including private parties, corporate functions, or themed evenings that attracted repeat business.
- Ensured compliance with health and safety regulations by conducting regular inspections and training employees on proper procedures.
- Supervised all areas of restaurant to keep it clean and well-maintained.
Sales & Support Specialist (Remote & Onsite)
Apple
10.2019 - 07.2023
- Provided quality technical support both remotely and onsite, resolving complex product and service issues for a diverse customer base, ensuring user satisfaction and quick efficient resolutions.
- Utilized deep product knowledge and internal tools to diagnose and troubleshoot issues, ensuring customers maximized the value of Apple products and services.
- Maintained up-to-date expertise on evolving technologies and services to provide accurate, efficient solutions.
- Built strong customer relationships through empathetic communication and a solutions-oriented approach, consistently improving customer satisfaction.
- Participated in cross-functional collaboration between Service and Support teams during COVID-19 through the Retail & Home Program.
- Contributed to a 20% reduction in customer wait times by supporting both sales and post-sales interactions and improving workflow efficiency.
- Led every interaction with empathy, warmth and professionalism to establish trust, given remote support does not allow for immediate accessibility of specialist support, as is available onsite.
- Collaborated with cross-functional teams to address & analyze customer feedback in order to identify areas for process improvement and to enhance service quality.
- Delivered exceptional remote support services by leveraging and optimizing internal workflows, advanced diagnostic tools and methodologies, and by expediting incident escalations, leading to faster problem-solving efforts from specialized teams.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Mentored junior staff on advanced problem-solving strategies, fostering professional growth within the team.
Receptionist Administrator
Dr. Pavlica General Dentistry
01.2019 - 09.2019
- Greeted incoming visitors and customers professionally and managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Coordinated communication between dental staff and patients to enhance service delivery.
- Maintained accurate patient records using electronic health record (EHR) systems, and developed & maintained organized filing systems, reducing retrieval time for important documents.
- Improved data management practices, safeguarding confidential information more effectively.
- Implemented office procedures that improved workflow and reduced patient wait times.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Developed patient follow-up processes that increased appointment confirmations and attendance rates.
- Trained new administrative staff on office protocols and software systems for seamless integration.
Sales Associate (Ralph Lauren)
Macys Herald Square
11.2016 - 01.2019
- Greeted each customer warmly in order to ensure everyone was seen and felt welcomed.
- Listened to customer needs and desires to identify and recommend optimal products.
- Built customer loyalty and retention by delivering exceptional shopping experiences.
- Provided personalized shopping experiences for repeat customers and personal clientele, by remembering their preferences and offering tailored recommendations.
- Maintained a calm, professional demeanor and empathized with customers by listening deeply and carefully to inquiries and complaints in busy and high-stress situations, in order to provide the most efficient resolution, resulting in improved customer retention rates.
- Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
- Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Entrusted with end-of-shift procedures, including balancing registers and securing funds in vault.
- Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
- Used in-store system to locate inventory and place special orders for customers.
- Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
- Enhanced store revenue by consistently exceeding personal sales targets through effective customer engagement and product knowledge.
- Maintained a track record of exceeding special targets for credit card applications, special donations and specific product promotions.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
Education
Bachelor of Science - Media Studies
Hunter College
New York, NY06.2017
High School Diploma -
Westwood High School
Trelawny, Jamaica6 2010
Skills
- Remote Customer Support
- Empathy
- Clear Communication (Written & Verbal)
- Problem Solving & Resolution Management
- Technical Troubleshooting & Product Support
- Customer Experience & Relationship Management
- User Research & Feedback Analysis
- Detail Oriented
- Documentation (Guides, FAQs, Best Practices)
- Cross-functional Collaboration (Product, Engineering, Support)
- UI/UX Design (Mobile & Web)
- CRM tools (Salesforce & Zendesk)
- Microsoft Office
- Adobe Suite
- Time management
- Multitasking
- Adaptability
- Innovative & Creative
- Leadership
Certification
Career Foundry: Berlin, Germany (Online) 08/2024
UI Design and Animation
Volunteer
Children's Story Writer at Mentor a Promise (Currently)
Write imaginative, educational stories and poems for young children navigating housing crisis, providing them an outlet where they are seen, understood, encouraged to dream, to be inspired and empowered.
Timeline
Assistant Manager
Cheeseboat
09.2023 - 12.2025
Sales & Support Specialist (Remote & Onsite)
Apple
10.2019 - 07.2023
Receptionist Administrator
Dr. Pavlica General Dentistry
01.2019 - 09.2019
Sales Associate (Ralph Lauren)
Macys Herald Square
11.2016 - 01.2019
High School Diploma -
Westwood High School
Bachelor of Science - Media Studies
Hunter College