Юлия Шваюк

Working experience

Resource Planning and Scheduling Analyst, Webhelp (Runway Ukraine) – since Dec 2019

• Schedule organization for 150 advisors 24/7;

• Markets analysis;

• Business email communication;

• Call center reporting.

Real Time Analyst, Webhelp (Runway Ukraine) – Apr 2018 – Dec 2019

• organized hotlines and outbound calls per request;

• monitored call center channels (phone, chat, social media);

• checked and provided efficient workforce distribution for current day;

• handled current day requests from team-leaders, advisors etc.;

• generated various reports in Excel;

• did short-term call forecasts for particular language markets;

• communicated with Webhelp and Norwegian departments via email and Skype;

• reported technical issues.

Senior Customer Support (Super-User), Runway Ukraine – Mar 2017 – Apr 2018

• assisted Customer Support Representatives by phone on a daily basis;

• handled hotline cases;

• followed Norwegian product updates up;

• sent out reminders and clear explanations of updates;

• reported technical issues;

• worked in internal systems (CSP, Amadeus, Bono, Altea etc.).

Customer Support Representative, Runway Ukraine 

Jun 2016 - Feb 2017

• handled customers’ enquiries over the phone and chat;

• provided the customers with Norwegian services and rules;

• solved customers’ issues in irregularity cases.

Education

Master degree with honor in “International Economic Relations”, Sep 2011 – Feb 2017, Institute of International Relations, National Aviation University (Kyiv)

Competencies

• Detail-oriented and analytical: always looking for the trends; can analyze huge databases and provide brief summaries; can represent data in chart format.

• Multitasking: can easily combine several tasks.

• Computer and internal systems literate: working in Excel, Zisson and StaffLogic.

• Good communication skills: have got an experience of communicating with Webhelp advisors and supervisors, Norwegian Resource Planning and Quality Assurance teams.

Other

Languages:

• English – advanced. 

• Russian – fluent.

• Ukrainian – native. 

Personal qualities:

• Responsible and precise. 

• Determined and self-driven.