Taisiia Zhilkina

Customer Service Specialist Saint-Gobain, Moscow (2021–2023) As a dedicated Customer Service Specialist, I was responsible for managing relationships with major DIY retail clients, ensuring seamless order processing, and addressing customer needs with precision. My key responsibilities included: - Coordinating with clients such as Leroy Merlin, OBI, and Petrovich to process orders, create delivery schedules, and manage invoices in SAP. - Resolving complex logistical issues, including delivery delays and material shortages, while maintaining high client satisfaction. - Successfully negotiating reductions in client penalties, resulting in minimizing financial losses for the company. - Developing and implementing structured training materials to onboard and enhance the efficiency of team members. - Collaborating with the logistics and planning teams to optimize transport utilization and delivery timelines. - Proactively addressing client concerns, providing solutions, and fostering long-term business relationships. - Participating in cross-functional projects, including streamlining internal processes and supporting the launch of new products. This role honed my skills in customer relationship management, problem-solving, and process optimization, preparing me for dynamic and client-focused roles in international environments.

As a Key Account Specialist at MetalTorg, I was responsible for managing relationships with existing clients and acquiring new ones by offering competitive pricing and optimized production terms. My main duties included: - Pricing Strategy & Market Analysis: Analyzing competitors' pricing strategies and sourcing the most cost-effective raw materials for production. Calculating delivery and production costs per ton of metal to ensure competitive offers. - Client Acquisition & Relationship Management: Actively acquiring new clients by offering optimized pricing and terms, while maintaining long-term relationships with existing clients through regular communication and problem-solving. - Supplier Relations & Claims Management: Managing supplier relations, negotiating terms, and handling claims related to metal quality, including negotiating compensation or corrective actions when necessary, and maintaining strong relationships with suppliers. - Production Specifications & Quality Control: Defining production requirements, including production and materials quality (compliance with GOST standards), acceptable tolerances, and ensuring production aligns with client expectations. - Logistics Coordination: Coordinating logistics processes, including transportation, storage, and timely deliveries, ensuring optimal vehicle utilization and minimal delays. - Sales Negotiation & Contract Management: Leading negotiations with clients, tailoring offers to meet their needs, and ensuring proper management of contracts and agreements. - Warehouse Operations Support: Supporting warehouse operations during staff shortages, handling inventory release, and managing related documentation. This role allowed me to refine my negotiation skills, enhance my ability to manage client accounts, and develop expertise in procurement, logistics coordination, and process optimization.

As a Personal Assistant to the CEO, I managed diverse administrative and operational tasks, ensuring efficient business operations and executive support. Key responsibilities included: - Financial Document Control & Budgeting: Verified financial documents, including employees' taxi expenses, and ensured accuracy in financial reports. Prepared and submitted office and business trip budgets, aligning with company plans and optimizing costs. - Office Setup: Established office operations from scratch, procuring furniture, setting up lighting, phone, and internet services, and liaising with the landlord on maintenance and facilities. - Bitrix24 Implementation: Led the implementation of Bitrix24 CRM with external consultants. Trained employees to manage tasks and documents effectively, ensuring compliance with company standards. - Task Tracking via Bitrix24: Monitored tasks assigned by the CEO to employees through Bitrix24, ensured deadlines were met, and regularly reported progress to leadership. - Contract & Document Registration: Introduced a system for registering contracts and administrative documents. Personally managed the registration of agreements with contractors and suppliers, ensuring accurate record-keeping and process efficiency. - Document Translation: Translated contracts, business documents, and correspondence between English and Russian, maintaining legal and linguistic accuracy. - Government Documentation: Prepared official letters and documents for government agencies, submitted them for approval, and tracked responses to ensure deadlines were met. - Travel & Meeting Coordination: Organized complex travel arrangements for executives, including visas, itineraries, and partner meetings. Coordinated high-level meetings and ensured smooth execution. This role strengthened my organizational, multitasking, and communication skills while providing experience in budgeting, document management, Bitrix24 implementation, and executive-level support.

As a Senior Customer Support Specialist for the Philips project, I was responsible for providing support to customers, addressing their issues, and ensuring their satisfaction. My key responsibilities included: - Handling Customer Inquiries: Received incoming calls, received and processed requests by email, web-chat, identified and resolved customer issues, verified if the client had contacted before, and registered service requests in the Philips Siebel system. - Service Request Management: Registered service requests. If necessary, escalated the issue to Claims or directed the client to the service center for further resolution. - Order Assistance: Assisted customers in placing orders over the phone for Philips products and ensured a smooth purchasing process. - FAQ Translation & Publication: Translated and published FAQs for Russian-speaking users, ensuring that the information was accurate and accessible on the website. - System Management: Utilized the Philips Siebel and IPM systems to manage service requests, customer interactions, and track resolutions effectively. This role enhanced my ability to handle customer inquiries efficiently, resolve technical issues, and work with CRM systems while supporting a smooth customer experience.

As a Sales Specialist at StalProm, I was responsible for supporting the sales process and ensuring smooth operations. My key responsibilities included: - Processing Customer Requests: Handling incoming customer requests, creating invoices, and sending them via fax or email. - Contract Preparation: Preparing contracts to be signed with clients, ensuring all terms were clearly outlined. - Shipment Control: Monitoring product shipments, ensuring timely deliveries and accurate documentation. - Warehouse Documentation & Stock Control: Managing warehouse documents and updating stock balances for the office. - Primary Accounting Documentation: Maintaining primary accounting documents such as delivery notes, invoices, and payment invoices. This role taught me how to efficiently handle customer requests and process orders, develop strong attention to detail in managing contracts and warehouse documents, and understanding of the basics of logistics and stock management. It also provided me with foundational knowledge in accounting and financial documentation, while enhancing my teamwork and organizational skills.