NATALJA GRIGORJEVA

[email protected] • +371 25139552
LinkedIn: www.linkedin.com/in/natalja-grigorjeva-eu

PROFESSIONAL SUMMARY

Results-driven bilingual Customer Service Representative with over 3 years of experience excelling in inbound call management, technical support, and CRM software utilization. Proven ability to enhance customer satisfaction by 20% through effective communication and service upselling, consistently meeting service standard compliance. Adept at leveraging analytical skills and product knowledge to resolve complex issues and build long-term client relationships. Eager to apply technical expertise and customer-centric approach to drive operational excellence and business growth in dynamic environments.

WORK EXPERIENCE

Bilingual Customer Service Representative
11/2023 - 10/2024
Transcom Worldwide Latvia , Remote
• Led the development and maintenance of comprehensive procedure manuals, troubleshooting guides, and FAQs, improving internal and customer support efficiency by 20%
• Delivered bilingual customer service (Latvian, Russian, English), driving a 25% increase in Net Promoter Score (NPS) through personalized engagement and issue resolution
• Implemented a customer loyalty program that boosted retention rates by approximately 10%, contributing to sustained revenue growth
• Resolved complex technical issues using CRM and ticketing systems (Siebel, Admintool, Sabio), achieving the highest customer feedback scores in the team for two consecutive months
Sales Specialist Onsite
02/2022 - 05/2022
BITE Latvija , Uriekstes 2A, Riga
• Achieved a 93% positive feedback rating from Mystery Shopper evaluations during probation by delivering exceptional, personalized customer service that enhanced client satisfaction and loyalty
• Exceeded daily sales targets by 15% through strategic product positioning and upselling of IT and mobile network services, contributing to increased store revenue
• Leveraged advanced proficiency in CRM software and Microsoft Excel to streamline customer data management and sales forecasting, improving reporting accuracy by 20%
• Led documentation and reporting processes including sales reports, cash register reconciliation, and ATM cash deposit operations, ensuring compliance and operational efficiency
Administrative Office Specialist
11/2007 - 05/2019
ITR SIA , Riga, Dambja 3
• Led a cross-functional task force to redesign administrative workflows, increasing team productivity by 20% through strategic delegation and implementation of task prioritization tools
• Managed comprehensive executive reporting systems including Debtors and employee timesheet reports, enabling senior leadership to identify and capitalize on key growth opportunities quarterly and annually
• Facilitated enhanced cross-departmental communication strategies, driving a 15% improvement in collaboration and accelerating project delivery timelines
• Supported daily operations for executive teams by streamlining processes and coordinating resources, resulting in a 10% reduction in operational bottlenecks

EDUCATION

Marketing in Business: Ads Basic Course
10/2025
LU Professional Emprovment Academy
Associate of Science, Sociology: Public Administration
04/2007
Latvia University of Life Sciences AndTechnologies

SKILLS

Technical Skills: Technical Support, CRM Software Proficiency, Data Entry, Information Security Management, Tech-savvy, Inbound call managment/ IP telephony
Soft Skills: Coordination, Analytical Mindset, Problem Solving, Broad, versatile expertise, Strategic thinker, Strong communicator, Awarness, Customer-centric aptitude
Tools: CRM Software, MS Office, Google Docs, Canva
Other: Service Standard Compliance, Service Upselling, Escalation Management, Sales closing techniques