Oksana Parkhuts
Roselle,IL
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
16
16
years of professional experience
Work History
Manager
LLC "Nova Poshta"
2017.09 - 2024.07
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Managed approximately 50 incoming calls and emails per day from customers.
Contact Centre Representative of 2nd Category
PrJSC "VF Ukraine"
2013.06 - 2017.09
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Managed approximately in 80 coming calls per day from customers.
Credit Consultant
JSC "UKRSIBBANK"
2010.09 - 2012.02
- Assisted clients in disputing inaccurate information on their credit reports, leading to increased accuracy and improved scores.
- Provided exceptional customer service by promptly addressing concerns and resolving disputes related to billing or services provided.
- Managed a diverse client portfolio by offering tailored solutions and maintaining consistent communication to meet their unique needs.
- Worked closely with sales teams to develop cross-selling opportunities that resulted in increased revenue streams for the company.
- Managed approximately 15 consultations on the bank products per day.
Credit Consultant
JSC CB PRIVATBANK
2008.09 - 2009.05
- Identified areas for process improvement within the organization, leading to increased efficiency and reduced operational costs.
- Assisted clients in disputing inaccurate information on their credit reports, leading to increased accuracy and improved scores.
- Provided exceptional customer service by promptly addressing concerns and resolving disputes related to billing or services provided.
- Evaluated potential risk factors associated with loan applications, enabling informed decision-making for lenders and minimizing default rates.
- Established strong relationships with clients by maintaining open lines of communication and providing ongoing support throughout the consulting process.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Collaborated with lenders and creditors to negotiate favorable terms for clients, resulting in reduced interest rates and waived fees.
- Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
- Managed approximately 30 outbound calls per day to customers to provide consultation about bank products.
Education
Specialist's Degree - Language And Literature (English)
Ivan Franko National University of Lviv
Lviv, Ukraine06.2009
Specialist's Degree - Banking
Private Higher EI "European University"
Lviv, Ukraine02.2009
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Customer Relationship Management (CRM)
- Teamwork and Collaboration
- Customer Service
Languages
Ukrainian
Native or Bilingual
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Interests
Reading
Travelling
Timeline
Manager
LLC "Nova Poshta"
2017.09 - 2024.07
Contact Centre Representative of 2nd Category
PrJSC "VF Ukraine"
2013.06 - 2017.09
Credit Consultant
JSC "UKRSIBBANK"
2010.09 - 2012.02
Credit Consultant
JSC CB PRIVATBANK
2008.09 - 2009.05
Specialist's Degree - Language And Literature (English)
Ivan Franko National University of Lviv
Specialist's Degree - Banking
Private Higher EI "European University"
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