Fidan Hashymova

Fidan Hashymova-Current residence: Buenos Aires, Argentina Phone number: - SUMMARY: Creative and versatile Customer Service Professional able to research and resolve problems before they become crises, as well as troubleshooting product delivery and quality issues. Successful and efficient Virtual Assistant, Appointment Setter, Lead Manager and Community Manager. SOFTWARE FAMILIARITY: ● MS-Office (Word, Excel, PowerPoint); ● Web technologies: Google Apps, Zoho, Canva, Hubspot, Shopify, Slack, Zendesk, Trello, Callhippo, Zoiper, Kayako, Netelip. ● Project Management tools: Redmine, Jira; ● Email Marketing (MailChimp, GetResponse, Aweber). PROFESSIONAL EXPERIENCE: Global Virtual Opportunities: Web hosting, Conference room software and Multi Level Marketing Kharkiv, Ukraine December 2010-March 2014 Customer Support Agent ● Providing customer technical and billing support in English/Spanish/Russian languages via Kayako Helpdesk chat and ticket system, emails, and phone calls via Zoiper; ● Analyzing and reviewing customer issues to determine the best approach for resolution; ● Rebuilding, upgrading and advising customers on the products; ● Assisting customers in purchase, billing and cancellation processes. Kharkiv, Ukraine March 2014 - August 2017 Online Marketer ● Reaching out to a target audience, finding creative advertising solutions to marketing campaigns, and increasing traffic to the company website; ● Making sure that the company’s website is user friendly; ● Creating, implementing and managing effective email marketing campaigns; ● Optimizing landing pages. Working knowledge of HTML, CSS. Interest in Marketing trends and the latest technologies. August 2017 - February 2019 Customer Success Representative ● Organizing meetings and workshops to improve customer support quality; ● Designing workloads for staff, assigning the daily work schedule; ● Reviewing team member work reports and providing one-on-one coaching to underperforming team members to elevate their work output; ● Performing quality management: testing new features, monitoring and reporting post production issues and bugs. ● Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. ● Working knowledge or strong understanding of the core business processes in any of the following business categories (Sales, Marketing, Customer Service); ● Optimization of the application, subscription or service; customer retention including supporting and/or executing the renewal process. Real Estate Agency and Development http://eicam.com/ Virtual Assistant, Appointment Setter and Lead manager May 2020 - December 2021 ● ● Cold calling (pre-screening leads, establishing first connection and building relationship with potential clients, following up with warm and hot leads) Managing leads and prospects in the company's CRM. Achieve a successful lead conversion rate and high volume of deals. ● ● ● ● Set up appointments and relay information to the team. Online research, Data gathering and Data entry: conducting detailed online research on various topics, gathering data from various online resources and aggregating them in excel or various applications such as CRM, content management, and other resources. Maintain accurate notes and activity log. Report progress to the team on a weekly basis. Community Manager at Play Restaurant https://playmijas.com/ August, 2020 - December, 2021 ● ● ● ● Creative, fresh approach for social media posts and responds in a timely manner to all followers; Build and execute social media strategy through competitive research, platform determination, messaging, and audience identification; Write engaging social media posts and video content that reflects the customer's brand’s voice - the skill with the distinction of social media writing, including the use of hashtags, emojis, and acronyms; Answer inbound and outbound phone calls, provide exceptional customer service at every interaction. Education: Master’s Degree in Applied Linguistics, National Aerospace University Kharkiv, Ukraine 2005 - 2010 Language skills ● English (Advanced or B2) ● Spanish (Advanced or B2) ● Ukrainian (Advanced or B2) ● Portuguese (Upper-Intermediate or B1) ● Russian (Native)