Mariia Stepanova
About Mariia Stepanova
Mariia Stepanova is a Customer Support Professional with extensive experience in the field, currently working at Helpware since 2021. She has a background in customer service roles at Aviacontact and ZONE3000, and she actively contributes to team training and process improvements.
Work at Helpware
Currently, Mariia Stepanova serves as a Customer Support Professional at Helpware, a position she has held since 2021. In this role, she monitors customer service queues and reallocates agents based on their specialization and capacity. She has developed guidance documents to assist agents in handling challenging tickets and regularly supports Team Leaders in training new agents and conducting quality control checks. Mariia also implemented a customer follow-up system to maintain standards and ensure customer satisfaction. Additionally, she performs Team Leader duties in their absence, which includes conducting quality assessments and KPI reporting.
Previous Experience in Customer Support
Before joining Helpware, Mariia Stepanova worked at Aviacontact as a Senior Customer Support Representative from 2017 to 2019. During her two years at the company, she was recognized for her exceptional performance and initiative, leading to her promotion to senior agent after the trial period. Following her time at Aviacontact, she worked at ZONE3000 as a Customer Support Representative for one year, from 2020 to 2021. In both roles, she focused on enhancing customer service quality and efficiency.
Education and Expertise
Mariia Stepanova is pursuing her Bachelor's degree at Taras Shevchenko National University of Kyiv, having started her studies in 2017. Her educational background complements her professional experience in customer support, where she applies her knowledge to improve service delivery and customer satisfaction. Her expertise includes monitoring service queues, reallocating resources, and implementing process improvements based on her observations.
Achievements in Customer Support
Throughout her career, Mariia Stepanova has demonstrated problem-solving skills by creating a workaround for a bug independently. She actively reports mistakes in the knowledge base and suggests process improvements to enhance operational efficiency. Her contributions have been instrumental in training new agents and ensuring quality control within the customer support teams she has been a part of.