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Work experience

Customer Service Representative

from 01.2023 to 02.2025 (2 years 1 month)
Ascend Atlethics, Kyiv (Beauty, fitness, sports)

Responding to live chats from customers, I was able to clear a backlog of over 18,950 chats to 7000 in 2 weeks.

I worked with different apps, including Instagram, Wechat, Discord, Manychat, Socialgrowth.co, among others, to respond to customers.

Increased sales by 30% in my first month as a chat support assistant.

I worked with Shopify, Tapstitch, USPS, among others, to track orders.

Customer service manager

from 06.2022 to 09.2023 (1 year 3 months)
Retina Health Institute, Remote (Medicine, pharmacy)

Booking patient appointments
Medical documentation
Handling calls to pharmacies, insurance companies, and laboratories
Staying updated with advancements in medical treatments, technologies
Making sure healthcare regulations are up-to-date and that reliable information is given to clients.
Booking travel arrangements and accommodation.

Sales manager

from 04.2021 to 12.2022 (1 year 8 months)
Sholly Opticals, Дистанційно (Medicine, pharmacy)

Overseeing the recruitment, training, and development of the sales team
Providing guidance, setting sales targets, and motivating the team to achieve and surpass set goals.
Collaborating with the marketing and product development teams to devise effective sales strategies and promotional campaigns.
Analyzing market trends, competitor activities, and customer needs to identify opportunities for growth.
Monitoring expenses and ensuring adherence to allocated budgets.

Customer Support representative

from 02.2018 to 08.2019 (1 year 6 months)
Memark Fashions & More, Remote (Beauty, fitness, sports)

Respond promptly to customer inquiries via live chat or messaging platforms, ensuring clarity, accuracy, and a professional tone.
Resolve customer issues efficiently by troubleshooting problems, providing solutions, or escalating complex cases to the appropriate team.
Document customer interactions and maintain accurate records in CRM or ticketing systems to ensure continuity and follow-up.
Identify common customer pain points and report recurring issues to improve processes, FAQs, or product/service offerings.
Maintain a high level of product/service knowledge to confidently answer questions, guide users, and provide accurate information.

Education

ABU University

Business Administration, Інші країни
Higher, from 2015 to 2019 (4 years)

Bachelor's Degree

Additional education and certificates

Business Management

2019, 6 months

Havard Management Certification Course

2020, 5 months

Sales Processes

2019, 3 months

Customer Support And Experience Management

2021, 6 months

Stanford Business digitalization & AI

2022, 3 months

Knowledge and skills

• Самостійність
• Ведення онлайн-чатів
• Швидкий набір тексту
• Ведення CRM
• Asana
• Harvest
• Прийом вхідних дзвінків
• Перша лінія підтримки
• Уміння працювати в режимі багатозадачності
• Комунікабельність
• Trello
• Zendesk
• Slack
• Sales Expert
• Sale
• QuickBooks

Language proficiencies

• English — fluent
• Ukrainian — beginner

Additional information

In my approach to professional endeavors, I hold certain principles close to heart. I firmly believe in the power of empathy and active listening to understand and fulfill the needs of customers.