NINA SHCHUKINA
The Woodlands,USA
Summary
Responsible and disciplined team player skilled in managing large amounts of information. Strong communicator with experience in establishing relationships with clients and resolving complaints.
Overview
2023
2023
years of professional experience
Work History
COMPLAINTS CLIENTS SPECIALIST
PrJSC "ABINBEV EFES UKRAINE"
2013 - 01.2023
- Worked with SAP systems to process and adjust documents, and to record decisions agreed with clients during claims handling;
- Processed all incoming claims and managed documentation through SAP, SAP EWM and B2B Portal;
- Prepared and registered official responses to customer claims;
- Acted as the first point of contact for customers, handling inquiries and resolving issues in a professional manner;
- Ensured prompt and effective resolution of customer issues;
- Calculated Service Level Agreements (SLA) for claims;
- Prepared analytical information and reports related to claims handling;
- Followed all company policies and procedures to deliver quality work;
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution;
- Collaborated with cross-functional teams to achieve business goals on time.
CLAIMS AND DOCUMENTATION SPECIALIST
SE BC FAMILY LEISURE CLUB
01.2011 - 01.2013
- Preparation and organization of documents for shipment;
- Client communication and support;
- Handling and resolution of complaints;
- Supported cross-functional teams by providing accurate, timely, and well-structured documentation for various processes and operations.
Education
Master’s Degree in Psychology -
National Aerospace University “Kharkiv Aviation Institute”
Ukraine06-2010
Bachelor’s Degree in Psychology -
National Aerospace University “Kharkiv Aviation Institute”
Ukraine06-2009
Skills
- Data organization and analysis
- Client communication and complaint resolution
- Employee training and onboarding
- Documentation management
- Customer communication (first point of contact)
Accomplishments
- Construction and support of the B2B portal process for distributors and plant colleagues;
- Training colleagues on making adjustments in SAP EWM;
- Prompt resolution of claims from clients without negative impact on the business;
- Regular exchange of knowledge with colleagues from related departments and training of colleagues within the department;
- With an increase in claims by 5 times 2020 VS 2021, the indicator was maintained and all department goals were met without a negative impact on the business;
- Achieving all direction indicators during the period of transfer of activity without negative impact on the business;
- Reducing the number of days to process claims from 14 to 7 working days
LANGUAGES
English: Intermediate
Ukrainian: Native
Russian: Fluent
Timeline
CLAIMS AND DOCUMENTATION SPECIALIST
SE BC FAMILY LEISURE CLUB
01.2011 - 01.2013
COMPLAINTS CLIENTS SPECIALIST
PrJSC "ABINBEV EFES UKRAINE"
2013 - 01.2023
Master’s Degree in Psychology -
National Aerospace University “Kharkiv Aviation Institute”
Bachelor’s Degree in Psychology -
National Aerospace University “Kharkiv Aviation Institute”
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