Nathalie Krywenskyj
Rubí,Calle Edison 85-87, 1-2
Summary
Hard-working, positive and empathetic individual with more than 20 years of experience in customer service, extensive expertise in end-to-end problem solving, technical support, digital platforms, apps, new technologies, and in managing successfully large multicultural teams in fast changing environments. Currently adept coach for healthcare professionals and patients. Customer oriented and result driven, always seeking to deliver the best experience to customers, while ensuring team performance, productivity and motivation.
Overview
24
24
years of professional experience
Work History
Product & Digital Solutions Expert
Roche
07.2013 - Current
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Excellent communication skills, both verbal and written.
- Learned and adapted quickly to new technology and software applications.
- Responsible for providing excellent customer front-line assistance through variety of channels and technology to patients with diabetes and health care professionals, understanding their needs and following all systems and procedures established.
- Team support, affiliate and team manager with additional tasks and projects to ensure a smooth running of daily operations and continuous improvement of processes and customer interaction.
- During digital transformation journey of Roche, I have been a key player launching and consolidating the current Accu-Chek Care, provided coaching to employees, Patients and healthcare professionals.
- Since 2021, I have developed my competences in training area, became an adept coach to professionals in France (pharmacies and GPs): I have been a crucial pillar in building the first setup and ensure the continuity of this service, that we still provide nowadays
- Act as a Global Customer Care ambassador towards the affiliate always showing positive attitude and willingness to support their activities.
- Qualified processing and answering of technical and marketing oriented customer complex requests, processing complaints, and documenting them in CRM system, in accordance with internal quality guidelines and regulatory provisions.
- Taking over escalated customer interactions with exemplary solutions.
- Active contribution of ideas to optimize business relevant information and work processes
- Assumption of Key User roles, change agent role of IT Level 2
Sales Admin. Manager EMEA & Russia
Agilent Technologies
11.2008 - 02.2010
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Manager of a team of up to 30 advisors for main markets: EMEA Russia & Israel.
- My goal: provide best quality of Service to our customers
- Everyday listener to my team, ensuring to put team motivation and development as top priority.
- Maintain operational excellence and motivation high within my team.
- Monitor my team performance, key metrics and KPIs and mentor when needed
- Participate to process improvement projects using LEAN methodology
- Cross functional role aligning with sales team, project managers, regional managers, supply chain planning, quality, credit, compliance, training team, internal Sox Audits to carefully plan, manage and assign resources to be successfully dealing with business volume each month.
Customer Service Expert
Agilent Technologies
09.2002 - 11.2008
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Ensure complete end-to-end process and successful completion of high value and long lasting projects in EMEA, especially in the Middle East region (2-3 years): offer, order processing, follow up on delivery of products and delivery milestones of services, ensuring compliance and collection, involving compliance and effective solving of any issue that may arise during the project journey
- Daily contact with project managers of the clients/countries, and ensure correct alignment to bring the project to success, contact clients if needed, above all ensure customer experience is excellent
Sales Admin. Assistant
SEUR
01.2001 - 01.2002
- Managed over 40 customer interactions per day by phone of in written form and providing them with personalized commercial offers, advice according to volume of business, performed customer engagement and increased customer satisfaction
Customer Service Representative
DHL
04.2000 - 05.2001
- Performed after sale service of urgent express deliveries, managing more than 60 customer calls and complaints each day, working under a lot of pressure, while trying to resolve quickly situations to increase customer satisfaction.
Education
Postgraduate Diploma in European Corporate Management & Business Relations -
Université De Nantes
France06.2000
Master's Degree Languages applied to International Business & Trade -
Université Bordeaux Montaigne
Bordeaux, France06.1998
Master's Degree in Geography -
University College Cork
Cork, Ireland09.1999
Translation & interpreting -
Universitat Autònoma De Barcelona
Barcelona, Spain06.1997
Certificat d'Aptitud de Rus - highest level -
Escola Oficial D'Idiomes De Barcelona
Barcelona, Spain06.2008
Skills
- Flexible and Adaptable to changes
- Excellent team player with positive attitude
- Customer oriented
- Strong problem solving skills
- IT and digital platforms skills
- Communication and interpersonal skills
- Team Management
- Multitasking Abilities
- Active Listening
- Calm Under Pressure
- Quick learner
- Willing to learn and grow
Languages
French NATIVE
Bilingual or Proficient (C2)
English FLUENT
Bilingual or Proficient (C2)
Spanish FLUENT
Bilingual or Proficient (C2)
Russian
Advanced (C1)
Timeline
Product & Digital Solutions Expert
Roche
07.2013 - Current
Sales Admin. Manager EMEA & Russia
Agilent Technologies
11.2008 - 02.2010
Customer Service Expert
Agilent Technologies
09.2002 - 11.2008
Sales Admin. Assistant
SEUR
01.2001 - 01.2002
Customer Service Representative
DHL
04.2000 - 05.2001
Postgraduate Diploma in European Corporate Management & Business Relations -
Université De Nantes
Master's Degree Languages applied to International Business & Trade -
Université Bordeaux Montaigne
Master's Degree in Geography -
University College Cork
Translation & interpreting -
Universitat Autònoma De Barcelona
Certificat d'Aptitud de Rus - highest level -
Escola Oficial D'Idiomes De Barcelona
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