AdelinaValiakhmetova Senior Customer Support
Manchester,United Kingdom
Summary
Customer-focused support and operations professional with experience in customer communication, onboarding, workflow coordination, and team support within international environments. Skilled in building positive customer relationships through phone, email, and live chat while maintaining high service standards and customer satisfaction. Experienced in resolving complex customer issues, training employees, improving internal processes, and supporting fast-paced operations. Strong communication, organisational, and problem-solving skills with a passion for helping customers and delivering positive outcomes.
Overview
10
10
years of professional experience
Work History
Senior Customer Support Specialist
Movavi
remote
01.2023 - Current
- Communicated with customers and internal teams via phone, email, and live chat to resolve issues efficiently.
- Used active listening and problem-solving skills to understand customer concerns and provide tailored solutions.
- Supported English-speaking customers, including U.S.-based clients, with technical troubleshooting and product guidance.
- Promoted from Junior Specialist to Senior Specialist based on performance and leadership contributions.
- Served as Deputy Team Leader during the Team Leader's absence, coordinating daily operations, leading meetings, monitoring performance metrics, and supporting team members.
- Led meetings, monitored team statistics and KPIs, and supported workflow management in a fast-paced environment.
- Managed customer tickets and operational tasks using Jira, Freshdesk, and Comm100.
- Assisted with process improvements, onboarding programs, and internal documentation updates.
- Collaborated with team leadership to improve knowledge base systems and workflow efficiency.
- Trained new employees and supported implementation of new tools and procedures.
- Maintained high customer satisfaction through strong communication, organisation, and problem-solving skills.
Manager
McDonald's
Kazan, RUSSIA
11.2018 - 09.2022
- Oversaw daily restaurant operations within a fast-paced, customer-focused environment.
- Coordinated and supervised team members to uphold exceptional service standards and enhance operational efficiency.
- Supported employee onboarding, training, and performance management processes.
- Enhanced customer satisfaction through proactive engagement and effective issue resolution.
- Facilitated seamless coordination and efficient communication between departments.
Crew Member / Crew Trainer
McDonald's
Kazan, RUSSIA
02.2016 - 11.2018
- Delivered exceptional customer service in a high-paced environment to foster customer satisfaction.
- Conducted training sessions for new employees on operational procedures and customer service standards.
- Collaborated with team members to enhance workflow efficiency and project outcomes.
Education
Master’s Degree — Global Management of Innovation and Technology
Lappeenranta-Lahti University of Technology LUT
LAPPEENRANTA2023
Master’s Degree — Management
KAZAN FEDERAL STATE UNIVERSITY
KAZAN2022
Skills
- Client Communication & Customer Support
- Workflow Coordination
- Customer Retention & Relationship Management
- Team Coordination & Collaboration
- Jira, Freshdesk & Comm100
- Microsoft Office (Word, Excel & Outlook)
- Report Preparation
- Process Improvement
- Problem Solving
- Multitasking
Languages
Spanish
Beginner
A1
English
Advanced
C1
Russian
Proficient
C2
Additional Information
- Full right to work in the UK with no sponsorship required
- Fluent in English and Russian
Timeline
Senior Customer Support Specialist
Movavi
01.2023 - Current
Manager
McDonald's
11.2018 - 09.2022
Crew Member / Crew Trainer
McDonald's
02.2016 - 11.2018
Master’s Degree — Global Management of Innovation and Technology
Lappeenranta-Lahti University of Technology LUT
Master’s Degree — Management
KAZAN FEDERAL STATE UNIVERSITY