Софія

Sofiia Prokopets Employment History
Customer Support Representative, GeeksForLess, Lviv
C U S TO M E R S U P P O RT M AY 2 0 1 9 — M AY 2 0 2 3
R E P R E S E N TAT I V E
• Maintained customer satisfaction with forward-thinking strategies focused on
addressing customer needs and resolving concerns.
Details • Fielded customer questions regarding available merchandise, sales, current

Lviv prices, and upcoming company changes.
Ukraine • Recommended products that are sold on our website to customers, thoroughly
[open contact info](look above in the "contact info" section) explaining details.
[open contact info](look above in the "contact info" section) • Used company troubleshooting resolution tree to evaluate technical problems
while leveraging personal expertise to find appropriate solutions.
• Liaised with customers, management, and sales team to better understand
Skills
customer needs and recommend appropriate solutions.
Communication Skills • Cultivated customer loyalty, promoted repeat customers and improved sales.
Customer Service • Consulted with outside parties to resolve discrepancies and create effective
solutions.
Ability to Multitask
• Assisted customers with setting appointments, shipping, and special order
requests, and arranging merchandise pick-up at other locations.
Languages • Entered customer interaction details in Shopify to track requests, document
English problems, and record solutions offered.
• Responded to customer requests for products, services, and company
information.
• Communicated with vendors regarding back order availability, future inventory,
and special orders.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Assisted customers with refund/cancellation requests according to the project's
flow and policy.

Customer Support Representative, Everhelp, Lviv
FEBRUARY 2024

• Working with PDFMaster/PDFGuru product
• Assisting users with requests based on cancellation/renewal of the subscription,
refund, product usage questions and solving them according to the flow and
policy provided by the company
• Receiving the requests from the users in Zendesk and handing them from this
CRM system
• Working with chargebacks/disputes
• Processing the refund/cancellations in the Solid system and other admin panels
that maintain the product
• Helping the users with specific questions on how to use the product by providing
step-by-step instructions

Education
Bachelor , Lviv Polytechnic National University, Lviv
SEPTEMBER 2014 — JUNE 2018