Anastasiia Pavlova

Enhanced client satisfaction by providing personalized advice and tailored product recommendations.

• Demonstrated adaptability by quickly learning new systems, tools, or products as necessary for the job.
• Participated in networking events to establish valuable connections within the industry and community at large.
• Assisted in training new team members, sharing best practices and expertise in Client Advisor role.
• Strengthened client relationships through regular communication and proactive follow-up on inquiries.
• Contributed to company growth by identifying new business opportunities and cross-selling services.
• Assisted customers with product selection based on individual needs and preferences.
• Developed and maintained strong relationships with clients to maximize satisfaction.
• Managed a diverse portfolio of clients, effectively balancing priorities and meeting deadlines.
• Excelled in meeting sales targets, contributing significantly to the overall success of the team.

• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.

A casual temporary position:

• Organized, sorted, and checked input data against original documents.
• Reviewed and updated client correspondence files and database information to maintain accurate records.
• Identified data entry errors and reported to necessary departments.
• Completed data entry tasks with accuracy and efficiency.
• Searched, extracted and interpreted information to determine correct input procedure
• Sorted documents and maintained organized filing process
• Completed data entry tasks with accuracy and efficiency

• Developed and implement quality assurance measures and processes for Customer Support team in the amount of 25 employees.
• Implemented process improvements to increase productivity in quality assurance operations.
• Monitored and evaluated customer interactions, including phone calls, emails, and chat conversations, to assess quality of service provided.
• Identified trends, patterns, and recurring issues in customer support interactions and provide feedback to team.
• Provided coaching and mentoring to Customer Support Representatives based on identified areas for improvement.
• Generated reports and metrics to measure performance and effectiveness of Customer Support team
• Stayed updated on industry trends and best practices to continuously improve quality of Customer Support Services.

• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
• Mentored junior team members, fostering professional growth and development within the department.
• Participated in team meetings and training sessions to stay informed about product updates and changes
• Increased efficiency and performance by monitoring team member productivity and providing feedback
• Coordinated customer service responses for high-value customers with complex issues as leading representative of related team or departments
• Enhanced customer satisfaction by resolving complex technical issues and providing exceptional support.
• Implemented new ticketing systems that improved tracking and resolution of customer concerns.

• Managed over 60 customer chats/calls per day
• Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
• Resolved concerns with products or services to help with retention and drive sales
• Maintained and managed customer files and databases
• Updated account information to maintain customer records
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Clarified customer issues and determined root cause of problems to resolve product or service complaints
• Processed customer service orders promptly to increase customer satisfaction

• Performed a variety of administrative and secretarial duties to ensure smooth and efficient sales department operations, along with other departments if issues occur
• Managed all sales teams across regions and was performing as Head of Coordinators (SC) Department with 4 coordinators under my supervision
• Generated database from CRM system, compiling and providing numerous sales reports on a daily, weekly, monthly, quarterly, yearly basis
• Strongly cooperated with multiple departments such as HR, Admin, Finance, KYC, Back Office, Data Requests, CRM developers, IT, Dealing, Support, etc to find solutions to resolve issues, to receive clear information on product or case raised, to arrange improvements, to deliver updates
• Received commission calculation reports from accountants monthly, distributed to agents, investigated reasons for miscalculations, underpayments, explained formula and commission plan upon questions raised
• Reduced workflow inconsistencies by recruiting, hiring, teaching, and developing capable staff members, 3 coordinators in Asia, 1 coordinator in Cyprus
• Collaborated with senior sales staff in weekly meetings by creating and maintaining month-end sales reports and discussed incentives awards
• Supervised site investigations, reported issues, and escalated to relevant departments those that required further assistance
• Maintained and arranged CRM setup and configurations upon new-joiners, agents' re-designation, or termination
• Consistently trained dozens of employees through company needs, policy, and goals to minimize loss and increase sales

• Identified issues, analyzed information, and provided solutions to problems
• Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
• Resolved problems, improved operations, and provided exceptional service
• Managed team of 50 employees, overseeing hiring, training, and professional growth of employees
• Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service
• Improved productivity by increasing customer communication and responding to feedback
• Implemented updated CRM systems and social media marketing strategies to streamline sales processes and optimize communication
• Employed closing sales techniques, upselling and customer loyalty incentives to boost sales
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions

• Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
• Developed and implemented value-added strategies to increase profitability, expand market share, and cement customer relationships
• Streamlined internal processes for efficiency gains in lead generation, prospecting, and proposal creation efforts.
• Signed up partner with huge database in Indonesia market, partner (Introducing Broker) signed up to 1 000 new clients for month.
• Communicated directly with customers and partners to build strong business networks and relationships
• Identified new business opportunities through cold calling, networking, marketing and prospective database leads
• Translated customer needs into solution requirements using powerful value propositions and negotiation skills

• Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for Forex business
• Managed hundreds of sales calls weekly to existing and new customers for business growth
• Utilized knowledge of customer experience to create specialized plans for customer retention
• Promptly responded to inquiries and requests from prospective customers.
• Developed new strategies for customer retention activities for South African market clients (Retention Bonus, No deposit Bonus, and Draw)
• Responded to customer requests, offering excellent support and tailored recommendations to address needs
• Utilized advanced problem-solving skills to address complex client concerns, demonstrating a thorough understanding of the company''s policies and procedures.

• Interacted positively with customers while promoting hotel facilities and services
• Led and directed team members on effective methods, operations and procedures
• Managed 12-person team of waiters and back of house staff for high-end Italian restaurant
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
• Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment
• Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty

• Delegated tasks to staff members to maximize production under tight deadlines.
• Oversaw timeliness and quality of food delivery at high-volume events.
• Liaised with catering department about event changes and implemented requested adjustments.
• Arranged furniture and equipment to maximize space and floor plan for seamless movement during functions.
• Implemented effective inventory control systems to reduce food spoilage and waste.
• Coordinated with catering staff to deliver food services for special events and functions.
• Maximized quality assurance by completing frequent line checks.
• Analyzed sales data to identify trends and adjust purchasing decisions accordingly.

• Bussed and reset tables to keep dining room and work areas clean.
• Cultivated warm relationships with regular customers.
• Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
• Explained menu items and suggested appropriate options for food allergy concerns.
• Maintained customer satisfaction by clarifying questions about orders and specialty items.
• Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
• Kept server areas clean and stocked to increase efficiency while working tables.
• Provided recommendations on menu items and upsold food and drinks to increase sales.
• Trained new servers on restaurant policies and procedures.