OLGA B. TAIROVA
Altamonte Springs, FL 32701 ॱ- ॱ-
SUMMARY
Quality-driven Communications Professional with complex troubleshooting and mediation
which led to success and satisfaction. Amicable, patient, and thorough with proven
organizational skills. Excellent computer skills and proficient in various applications. Fluent in
Russian with strong command of French. Expertise includes:
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Account & documents management
Excellent communication skills
Organization and high attention to detail
Resourceful analysis
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Proofreading & editing
Team supervision & guidance
Computer software proficiency
Efficient data entry (65 wpm, 16,250 kph)
PROFESSIONAL EXPERIENCE
WILLIAMS-SONOMA, INC., Telecommute, Altamonte Springs, Florida
2019
Email Response Team Associate
Meticulously resolved and aided in customer-sales experiences, developing and optimizing
consumer loyalty and business.
● Efficiently and attentively corresponded on customer inquiries, issues, and requests via
email and phone, achieving and exceeding expectations.
● Thoroughly researched and analyzed data, rectifying various scenarios in accordance
with established Williams-Sonoma, Inc. guidelines and procedures.
● Provided personable and empathic email communication with commitment to
satisfaction, growing long-term customer relations and advancing marketing.
● Maintained confidentiality and professionalism in interactions and records management
throughout all independent and collaborative services.
SYKES, Telecommute, Altamonte Springs, Florida
2018 - 2019
Customer Service Representative
Effectively liaised Medicare health insurance members regarding benefits, eligibility, pharmacy
and medical claims, and medical care while protecting personal health information under the
Health Insurance Portability and Accountability Act (HIPAA) and company policies.
● Advocated members and resolved urgent complex issues via simultaneous multiple
system resources and proactive investigation, increasing member satisfaction and
loyalty through calming empathy, patience, and dedication.
● Achieved strong positive relations through inbound and outbound calls with efficiency
and meticulous documentation, while maintaining a positive image and professional
composure in high pressure situations.
● Ensured the security of personal health information by thoroughly verifying the identity of
members and authorized representatives in compliance with HIPAA, as well as obtaining
member’s verbal authorization for a non-authorized individual.
● Consulted on all queries regarding available coverage options by county, member’s
eligibility, benefits, copayments, co-insurance, and deductibles.
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Reconciled prescription drug claims, prior authorizations, tier exceptions, and LIS (Low
Income Subsidy) eligibility, collaborating with the fulfilling pharmacy and benefit
management services to process new and refill orders.
Expedited member’s access to care by methodically researching the in-network and
out-of-network providers and the medical groups available per health plan, and
submitting the primary care physician and medical group updates and eligibility letters.
Clarified medical claims and inquiries involving prior authorizations, processing of new
referrals for specific medical care, and scheduling appointments.
Assisted with premium payment and billing, explaining statements and rectifying specific
financial issues.
Guided members through registration and provided technical support with their online
member portal.
Fulfilled mailing requests for various types of member documents.
24-7 INTOUCH CALL CENTER, Altamonte Springs, Florida
2017 - 2018
Customer Service Representative (Levels 1, 2)
Executed consumer interaction via social media, email, white mail, chat, and inbound and
outbound calls with efficiency and accuracy while fulfilling customer needs and promoting a
positive brand image.
● Collaborated and contributed to the team accomplishing company goals with flexibility in
rigorous and high-sensitivity situations across all channels.
● Upheld a consistently positive attitude in high-volume, high stress environment, while
following company procedures, regulations, and policies.
● De-escalated and negotiated serious complaint situations with a calming effect, and
professional etiquette and demeanor.
● Completed meticulous case records, resolving customer’s inquiry, praise, and complaint
situations while providing informative and open communication with empathy, clarity,
resourcefulness, and speed.
● Simultaneously utilized numerous company-approved resources for an in-depth
resolution exceeding customer expectations while meeting handling quotas.
● Established and sustained relationships of trust through compassion, adaptability,
eloquence and a warm attitude.
● Noted and reported agents’ errors in case coding, handling, and resolution prior to and
post contact, satisfying the consumer and preventing escalation.
● Independently evaluated employee performance in calls and e-mails on a weekly basis
and communicated with the Tier 2 and Team Leads for coaching opportunities
increasing quality of work and employee motivation.
HOLYLAND OLIVEWOOD, Altamonte Springs, Florida
2016
Sales Associate & Manager
Achieved satisfactory and efficient retail sales and ensured recurring business in a high-volume
setting, operating square credit card reader and standard cash register.
● Maintained constant visible presence to greet and address customer queries and fulfill
loss prevention guidelines.
● Streamlined the inventory by product rotation, ordering, unpacking, restocking, pricing,
as well as price markdowns and discounts.
● Excelled during peak hours in maintaining inventory control, engaging new customers,
and performing multiple transactions.
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Increased customer satisfaction and cross-sold by providing in-depth product knowledge
and product selections, adhering to customer needs and preferences.
Implemented visual display merchandising attracting higher number of customers.
Completed efficient and accurate cash and credit card transactions, as well as
bookkeeping, ensuring an electronic or paper receipt for each purchase.
Effectively resolved customer complaint, boosting store reputation and customer loyalty.
FRONTLINE CALL CENTER, Telecommute, Altamonte Springs, Florida
2015 - 2016
On-Call Agent
Handled client interactions through daily teleworking practices effectively achieving company
goals in numerous accounts and project development.
● Administered projects for the Director of Operations.
● Facilitated and supervised teams of ten call center agents for training purposes in terms
of service knowledge and telephone etiquette on all monthly outbound projects.
FREELANCE TRANSLATING & INTERPRETING SERVICES, Orlando, Florida
2004 - 2017
Translator & Interpreter
Advocated clients in high stress environments, including the health care, academic, corporate,
insurance, government, and legal fields to reduce the stress level and increase communication.
● Performed effective simultaneous and consecutive in-person, telephone, video
conference interpretation, and document translation catering to client’s needs and
increasing customer satisfaction.
● Documented details and maintained up to date records corresponding to fields of service
which saved time searching for information, adhering to customer preference.
● Acquired and implemented resources and information to effectively communicate with
the audience and counseled clients under strict deadlines.
EDUCATION
International Baccalaureate Diploma
Seminole High School, Sanford, Florida
Awards
Award of Merit, Seminole County Art Education
Association (SCAEA), Spring Art Show
National Honor Roll
Academic Organizations
Mu Alpha Theta
Beta Chi
French Honor Society
National Honor Society
VOLUNTEER EXPERIENCE
GLOBAL PEACE FILM FESTIVAL, Winter Park, Florida
November 2014 & 2015
Ticket Booth Assistant
● Provided customer service to inquirers and ticket purchasers by thoroughly informing of
the event and films relative to their respective interests.
● Sold raffle tickets yielding a higher number of participants from the previous year.
Film Tech Assistant
● Managed and operated the electronic equipment showing digital films in necessary
sequence ensuring efficiency and satisfied viewers.
