Anastasiia Gudkov
Technical Analyst and IT Manager
Business experience:
WillRich Energy, Inc., Houston, USA
01/2015 – present
Technical Analyst and IT Manager
- Web development and website administration
- Web optimization (SEO, Google Adwords)
- Data entry
- Technical analyst tasks
Web.bereshka.net, Web Developer
10/2012 – present
Freelancer, skills:
- Website development (primary on WordPress & Joomla)
- SEO-optimization & Google Adwords
- Web analytics
- Data-management
- Experience in programming languages such as html, css, php, js
- Experienced in Photoshop, Lightroom, Illustrator, Premiere Pro
- Familiar with Bootstrap, Cherry and other Frameworks
Official Japanese Dealer of Toyota & Lexus, Ukraine, Kiev
Sumitomo Corporation
02/2010 – 05/2012
Senior Customer Relation Specialist
- Dealt with complaints (met with problematic customers, conducted case investigations, found efficient solutions)
- Researched customer satisfaction through special portals, including Mystery Shopper portal
- Database management and handling (Toyota & Lexus, Aftersales & Sales and other)
- Formation of cooperation with Toyota fun-clubs, signed memorandums and joint events organization documents
- Foundation and management of online technical consultations
- Analyzed key level customer satisfaction indicators and reports based on the IT
- Developed customers loyalty program
- Managed follow-up calls and call-center
- Monitored Toyota & Lexus Assistance service level and online registrations for test-drives
- Provided assistance to Toyota Assistance Plus sales for non-official cars and afterwarranty
- Presented new customer satisfaction research results to team
- Made Special Service Campaign calls
- Assisted with teambuilding events
- Communicated with all Ukraine dealers in accordance to an improved overall level of service
- Member of Kaizen group
“Auto International” Suzuki and Mazda Dealership, Ukraine, Kiev
10/2008 – 01/2010
Administrator of Service department
- Car registration visits
- Documents handling, reports
- Chief assistant
Administrator of a Suzuki salon
- Dealer office supervision
- Car sales
- Phone call responsibility
- Reports and schedules
Investment company Art-Capital, Kiev
07/2008 – 09/2008
Document Control Coordinator
- Internal document circulation
- Business correspondence control
- Database management
Winner Automotive, Automotive Dealer (Jaguar, Ford, Land Rover, Volvo)
07/2008 – 09/2008
Administrator:
- Salon supervision
- Phone calls handling, customer service
Mercedes-benz company, Department of service, Kiev
01/2007 – 01/2008
Administrator:
- Chief assistant
- Customer service
- Responsible for mini call-center
- Signing new guarantee contracts
- Dealing with complaints
Education
Kyiv National University of Trade and Economics, Ukraine
09/2009 –06/2011
Bachelor of Commodity Science and Customs Affairs
College of economic and trade. Lugansk
09/2004 – 06/2006
Department of Merchandizing and business activities, Specialization: commodity expert. Honors Associate degree. Department of Accounting, Specialization: Accountant. Honors Associate degree
Experienced in international information technology and data management. I am a responsible person, self-motivated, able to meet deadlines. I am proactive in learning new things as it always leads to new possibilities and perspectives.
Took part in the National Toyota Contest in Ukraine, Kiev as a Customer Relation specialist. The Competition centered around how to solve a problem with a client via phone and face to face. I was awarded 5th place out of 30 participants. I also passed a training over effective communication with difficult customers. I then received more knowledge about customer types and methods of solving conflicts.
Hobby: photography