Mariana Pastoshchuk

Fulfilling a dream of traveling the world, finishing long-distance hikes like Camino de Santiago and Via Francigena, trying several volunteer jobs such as gardening, harvesting olives and running pilgrim hostel.

• Hiring, coaching and leading a multilingual team of Customer Support agents, evaluating individual and team performance, providing feedback, managing day-to-day performance.
• Meeting or exceeding team KPIs, improving both efficiency and quality by analysing available data, identifying bottlenecks and implementing solutions that reduce efforts, minimize errors, enhance overall productivity and improve customer experience.
• Providing comprehensive reports and updates for both the team and management, creating workshops, organising team-building events.

• Providing customer support both in Russian and Ukrainian languages, dealing with inbound and outbound phone calls, emails, live chat and offline tasks
• Communicating with customers regarding additional documents, adhering to compliance requirements
• Additional responsibilities: helping with templates translation, assisting Ukrainian and Russian marketing teams with responding to social media queries

• Team management and supervision, training and support of the team members
• Sales management, negotiation the agreements towards the creation of the new company products, reservation of the necessary services via portals and museums' web pages, preparation and fulfilling of the complete service offer for the clients
• High-level customer service and conflict resolution with foreign customers

• Organization of the trips and guidance in Auschwitz Birkenau Museum, Wieliczka Salt Mine, Krakow
• Customer service and constant care of foreign clients, conflict resolution, use of card terminal and payment regulation for the services

• Customer service and communication with the national and international customers, reservation management on the portals and booking platforms, guiding the customers through check-in and check-out procedures
• Payment regulation, preparation of the daily and weekly financial reports
• Organization and management of the events for the guests e.g
• Pub Crawls and Seasonal Parties

• Sales and preparation of the sales and financial reports on the daily and weekly basis
• Customer service and payment regulation