MICROSOFT OFFICE
RYAN MICHAEL R. GLOUKHOV
Fairfax
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Software Hosting, IT and Financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Seek full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
15
15
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
ADVANCED CALL CENTER TECHNOLOGIES
Fairfax, VA -remote
09.2021 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handle inbound service calls
- Drive customer satisfaction through voice, chat, and/or email communications
- Navigate through multiple systems
- Assist customers with any possible fraudulent activity on their credit and/or debit card accounts
- Ensured proper security procedures are followed on all calls
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected and analyzed customer information to prepare product or service reports.
Customer Service Representative
TTEC TELECOMMUNICATIONS
06.2020 - 06.2021
- Handle inbound service calls
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Drive customer satisfaction through voice, chat, and/or email communications
- Navigate through multiple systems
- Ongoing training and skill development
- Assist customers with any possible fraudulent activity on their credit and/or debit card accounts
- Ensured proper security procedures are followed on all calls
- Updated account information to maintain customer records
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Investigated and resolved customer inquiries and complaints quickly
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Receptionist Administrator
H&R Block
Fairfax
01.2020 - 06.2020
- Handling and processing tax documents and payments
- Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel
- Filing
- Managing appointments
- Assisting Tax preparers
- Opening and closing the office
- Acted as first point of contact and set appointments for prospective clients
- Routed business correspondence, documents and messages to correct departments and staff members
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
Technical Support and Sales
SUTHERLAND GLOBAL EOOD/Go Daddy
SOFIA
02.2018 - 07.2019
- Identify and relate with various customer needs and scenarios
- Provide customers resolution/consultation with cutting-edge solutions in a friendly confident and knowledgeable manner
- Remain updated in client and industry led processes, technology application, utilities and products
- Utilize various client-based tools and applications or customer management and servicing
- Transfer customers to appropriate departments when required
- Conduct data entry,documentation, and case management
- Work and partner with others within a team based environment
- Achieve and maintain required metrics and goals
- Respond to customer queries
- Maintain high levels of domain expertise, soft-skills, and email etiquette
- Maintain cordial relations with client follow right protocols on communication within the team and with client representatives
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations
- Engaged with customers to build rapport and loyalty
- Solved customer challenges by offering relevant products and services
- Educated clients on current promotional offerings and products using persuasive selling tactics
- Increased sales by offering advice on purchases and promoting additional products
Night Shift Customer Relations Executive
PAYSAFE BULGARIA EOOD
SOFIA
03.2016 - 09.2016
- Responsible for customer relations with English speaking clients via phone,email and all other communication channels available
- Provides technical expertise to the company contractual partners
- Creates reports and analyses and solutions based on data or log files generated by system software
- Provides troubleshooting solutions in case of emergency situations and takes actions during emergency situations affecting the company or the company clients
- Handled 70-80 calls per day to address customer inquiries and concerns
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Worked flexible hours across night, weekend and holiday shifts
- Used Microsoft Word and other software tools to create documents and other communications
Customer Service Representative
Walmart
Washington DC
01.2015 - 06.2015
Customer Service Representative
Team Washington Group
Washington DC
11.2014 - 06.2015
Education
William Ramsay” Elementary School
Fairfax,VA 08.1998 - 05.2005
High School Diploma -
Kent Street” High School
Perth, West Australia 07.2005 - 11.2007
High School Diploma -
Drita” High School
Sofia, Bulgaria 09.2008 - 06.2010
GED -
SOU “Penjo Penev” High School
Sofia, Bulgaria 09.2010 - 06.2014
Skills
Customer representative experience
Native English Language
Fluent Bulgarian Language
Ability to familiarize very fast with any new surrounding and/or softwareCreative, innovative, and process-oriented thinkingCorporate experience in EuropeExcellent computer knowledgeExcellent communications skillsGood negotiator with the ability to deal effectively with challenging people and situationsDedicated and loyal employee with „Can do“ attitudeGreat team playerCustomer oriented and networking drivenCultural awareness and sensitivityEager to learnOrganized
Fast and analytical thinkingHigh motivationFast and effective communication skillsFast learnerGood team playerSales expertise
Creative problem solving
Professional telephone demeanor
Report preparation
Additional Information
- DRIVING LICENCE(S) US License
Software
PUBLISHER
MAYA
FLASH 8
Interests
Movies
Nature
Computer Games
Timeline
Customer Service Representative
ADVANCED CALL CENTER TECHNOLOGIES
09.2021 - 06.2022
Customer Service Representative
TTEC TELECOMMUNICATIONS
06.2020 - 06.2021
Receptionist Administrator
H&R Block
01.2020 - 06.2020
Technical Support and Sales
SUTHERLAND GLOBAL EOOD/Go Daddy
02.2018 - 07.2019
Night Shift Customer Relations Executive
PAYSAFE BULGARIA EOOD
03.2016 - 09.2016
Customer Service Representative
Walmart
01.2015 - 06.2015
Customer Service Representative
Team Washington Group
11.2014 - 06.2015
GED -
SOU “Penjo Penev” High School
09.2010 - 06.2014
High School Diploma -
Drita” High School
09.2008 - 06.2010
High School Diploma -
Kent Street” High School
07.2005 - 11.2007
William Ramsay” Elementary School
08.1998 - 05.2005