Klaudia Jefremoff
Fuengirola,MA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Insurence
02.2023 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Support Specialist
Ryanair
03.2020 - 02.2023
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
Customer Service Support Specialist
Lollypopconcept Store
01.2019 - 03.2020
- Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Collaborated with team members to ensure consistent quality in customer interactions.
- Assisted in the development of training materials to improve overall team performance in handling customer inquiries.
- Prevented potential conflicts by proactively identifying opportunities for improvement within the support department''s operations.
- Mentored new team members, providing guidance on best practices for customer service excellence.
- Identified trends in customer feedback, recommending improvements to management for better service delivery.
- Developed comprehensive knowledge of products and services to better assist customers.
Education
M.D. - Marketing Management
Collegium Civitas
Poland09-2023
BBA - Journalism
Uniwersytet Kardynała Stefana Wyszyńskiego
Poland09-2019
Skills
- Customer service
- Active listening
- Data entry
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Call management
- Team development
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Customer education
- Multi-line phone talent
- Business development
Accomplishments
Ef education first diploma
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
Polish
Bilingual or Proficient (C2)
English
Advanced (C1)
Spanish
Elementary (A2)
Timeline
Customer Service Representative
Insurence
02.2023 - 01.2025
Customer Support Specialist
Ryanair
03.2020 - 02.2023
Customer Service Support Specialist
Lollypopconcept Store
01.2019 - 03.2020
M.D. - Marketing Management
Collegium Civitas
BBA - Journalism
Uniwersytet Kardynała Stefana Wyszyńskiego
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