Tetiana Plazynska
Summary
Driven professional with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing greater customer service.
Overview
11
11
years of professional experience
Work History
Maintenance Customer Support
TR Group
04.2018 - Current
- Streamlined support processes for increased efficiency and reduced response times.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Assisted in the development of new policies and procedures aimed at enhancing customer support operations.
- Established positive relationships with clients through proactive communication and attentive listening skills
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Collaborated with cross-functional teams to improve overall product quality and customer experience.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Cultivated interpersonal skills by building positive relationships with others.
- Created training guides and in-person and online training courses to improve customer user experience MY TR environment.
- Optimized CRM software usage for better tracking of interactions between customers and company representatives.
Facilities Coordinator
Tauranga City Council
12.2016 - 12.2017
- Communicated with general managers and facility teams regarding upcoming repairs and projects.
- Ensure facilities maintenance information is updated in the asset management system
- Built relationships with vendors and contractors to support timely and cost-effective services.
- Process contract payment certificates
- Assist with the preparation of budgets for annual and long term plans
- Process purchase orders and invoices through the financial management system
- Support the facilities team with the preparation of documentation relating to contracts, projects, procurement and ongoing project administration
- Manage relationships with contractors and consultants in relation to the administrative management of operational contracts and projects
- Handle enquiries relating to contracts, including general enquiries, complaints, feedback, etc
- Record all internal and external communication in the corporate document management system
- Process public and staff enquiries, ensuring an accurate record is kept of such communication
- Manage relationships with contractors and consultants on all aspects associated with the management of operational contracts
- Act as the primary point of contact for the external point of contact for operational contracts, including general enquiries, complaints, feedback, etc
- Process public and staff enquiries on the operational contracts for the Property Portfolio
- Provide proactive support and advice to property services customers and colleagues in a manner that is consistent, trusted and responsive to their needs
- Proactively develop good working relationships with internal and external stakeholders, using well developed influencing and negotiating skills when required
- Providing positive input toward group discussions.
Contract Administrator OSM & Utilities Services
Downer NZ
07.2014 - 12.2016
- Administer and supervise contract monitoring, contract administration and compliance
- Coordinate with the finance team to ensure proper billing and collection of contractual revenue
- Develop and prepare regular reports on the status of contracts
- Determine the priorities, goals and objectives of work functions assigned
- Resolve contract payment disputes and confer with contractors and other divisions concerning contract payments and compliance
- Implement and interpret policies and procedures
- Develop, recommend and coordinate the implementation of new procedures for the assigned function
- Perform and/or review contract payment and inventory audits
- Maintain computer database for the contract management system
- Provide direction to contract specialists and staff regarding relevant contract provisions.
Michael Hill Jewellers
11.2012 - 04.2014
- Greeting customers
- Providing exceptional customer service
- Presenting and selling company products to customers
- Identifying and resolving customer concerns
- Developing and maintaining sales materials and current product knowledge
- Making and receiving a large number of phone calls
- Sales data entry.
Education
Diploma in Business Studies -
Massey University
Certificate in Project Management -
NorthTec
01.2019
Certificate in Health and Care Support -
AUT
01.2011
Skills
- Phone and Email Etiquette
- Inter-department collaboration
- Goal Setting
- Account Management
- Client Relationship Building
- Problem-Solving
- CRM Software
- Multitasking and Organization
- Relationship Building
- Microsoft Office
Timeline
Maintenance Customer Support
TR Group
04.2018 - Current
Facilities Coordinator
Tauranga City Council
12.2016 - 12.2017
Contract Administrator OSM & Utilities Services
Downer NZ
07.2014 - 12.2016
Michael Hill Jewellers
11.2012 - 04.2014
Diploma in Business Studies -
Massey University
Certificate in Project Management -
NorthTec
Certificate in Health and Care Support -
AUT
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