OKSANA KYRYCHENKO
Tonbridge,UK
Summary
Dedicated professional with expertise in investigative resolution and problem-solving. Proven track record in managing customer complaints and sensitive conversations while ensuring adherence to deadlines and case management. Strong organizational skills complement effective communication, fostering positive relationships and fair decision-making. Committed to enhancing customer satisfaction through empathy, resilience, and active listening.
Overview
3
3
Languages
19
19
years of post-secondary education
31
31
years of professional experience
Work history
Teaching Assistant
Platt Church of England Primary School
Kent, UK
2022.12 - Current
- Developed and nurtured strong relationships with students and staff, fostering supportive and positive learning environment.
- Supported classroom teacher with behaviour management, promotion positive learning environment.
- Provided additional support to 6 students with special educational needs, ensuring inclusivity.
- Led small group sessions for enhanced focus on challenging topics.
- Communicated sensitively and professionally with parents, teachers, colleagues, and pupils to address concerns promptly.
- Gathered relevant information about individual circumstances to assess key needs accurately, enabling tailored support.
- Handled developing or recurring safeguarding concerns calmly and escalated issues.
- Collaborated with teaching staff in organising school events, fostering community spirit.
- Administered examinations, assessed results and issued fair grades.
- Managed administrative tasks, aiding smooth running class.
Owner and Manager
Miloks LLC
Kyiv, Ukraine
2008.03 - 2022.02
- Managed online retail business for 14 years, ensuring consistent service delivery and customer satisfaction.
- Prioritised multiple complaints and time-sensitive issues while maintaining service standards.
- Resolved customer complaints from first contact through action completion promptly.
- Managed difficult customer conversations using active listening, empathy, and firmness.
- Used early resolution approach to calm dissatisfaction and limit escalation.
- Assessed each complaint fairly and selected proportionate remedies.
- Explained decisions and next steps clearly, keeping customers aligned throughout.
- Maintained accurate records of conversations, decisions, and follow-up actions.
- Identified root causes and recurring issues, then applied corrective process changes.
- Used feedback and complaint trends to improve service and prevent repeats.
- Executed refunds and financial remedies accurately, adhering to company policy to maintain customer trust.
- Collaborated with customers, suppliers, delivery providers, and external organisations to streamline operations and enhance service delivery.
- Managed wider administration duties including payroll, accounting, purchasing, imports.
- Resolved complex customs matter involving higher-than-expected import duties.
- Reviewed product specifications and supporting documents to confirm discrepancy cause.
- Liaised with external parties and customs authorities to clarify classification.
- Owned customs investigation through resolution under applicable customs rules.
- Achieved evidence-based outcome by securing correct lower import costs.
- Achieved evidence-based outcome by securing correct lower import costs.
Personal Assistant to the Production Director
Fozzy Group Corporation
Kyiv, Ukraine
2007.05 - 2008.02
- Delivered comprehensive administrative and organisational support to managing director, enhancing operational efficiency in fast-paced corporate environment.
- Managed over 50 incoming calls per day, emails, and correspondence, prioritising urgent and sensitive matters for timely resolution.
- Coordinated communication between management colleagues and external contacts, ensuring seamless information flow and follow-through on key initiatives.
- Assisted in project management, contributed to successful completion of crucial projects.
Assistant Sales Manager
Gledpharm Ltd
Kyiv, Ukraine
2005.01 - 2007.05
- Addressed customer and business enquiries professionally, ensuring prompt resolution of issues and enhancing customer satisfaction.
- Coordinated communication between customers, management, and internal departments, providing daily updates to streamline operations.
- Managed high volumes of internal and external communications, facilitating timely information flow through calls and emails.
- Delivered reliable administrative and organisational support to senior colleagues in busy commercial settings.
- Maintained accurate correspondence, customer information, and administrative records.
Administrative Office Assistant
Garant-Trade Ltd
Kyiv, Ukraine
1995.09 - 2005.01
- Delivered frontline customer service to clients and visitors, enhancing their experience and satisfaction.
- Responded to telephone and face-to-face enquiries with accurate information and appropriate referrals, ensuring effective communication.
- Tracked and managed requests to ensure timely responses and enquiries to keep matters moving appropriately.
- Supported clear communication between customers, colleagues, and management effectively.
- Organised and managed customer correspondence to enhance communication flow and maintained precise administrative records, streamlining processes and improving information accessibility.
- Liaised with external agencies for timely project completion.
Education
Master of Science - Psychology
Taras Shevchenko National Unoversity
Kyiv 2020.09 - 2022.05
Diploma of Higher Education - Veterinary Medicine
National Agricultural University
Kyiv 1997.09 - 2005.06
Certificate of Secondary Education - Exams
Batyatychy Secondary School
Lviv, Ukraine 1987.09 - 1997.05
Skills
- Investigative resolution skills
- Problem-solving and decision-making
- Customer complaint handling
- Sensitive conversation management
- Work ownership and proactivity
- Exceptional customer service
- Case management and deadline adherence
- Organisational skills and attention to detail
- Written and verbal communication
- Positive relationship building
- Fair and balanced decision-making
- Policy and procedure adherence
- Empathy, resilience, and listening skills
- Stakeholder relationship management
References
References available on request
ADDITIONAL STRENGTHS
Calm, empathetic and professional when dealing with challenging situations, with a fair and objective approach to resolving problems. Able to be assertive when required while remaining sensitive and respectful. Strong attention to detail, personal accountability and commitment to delivering high-quality service. Quick to learn new systems and procedures and willing to undertake further professional training or qualifications required for the role.
Languages
English
Beginner
Ukrainian
Beginner
ru
Beginner
References
References available upon request.
Timeline
Teaching Assistant
Platt Church of England Primary School
2022.12 - Current
Master of Science - Psychology
Taras Shevchenko National Unoversity
2020.09 - 2022.05
Owner and Manager
Miloks LLC
2008.03 - 2022.02
Personal Assistant to the Production Director
Fozzy Group Corporation
2007.05 - 2008.02
Assistant Sales Manager
Gledpharm Ltd
2005.01 - 2007.05
Diploma of Higher Education - Veterinary Medicine
National Agricultural University
1997.09 - 2005.06
Administrative Office Assistant
Garant-Trade Ltd
1995.09 - 2005.01
Certificate of Secondary Education - Exams
Batyatychy Secondary School
1987.09 - 1997.05