Яна

Yana Korniichuk
English, German Support manager

Email [open contact info](look above in the "contact info" section) Phone [open contact info](look above in the "contact info" section)

Address Ukraine, Volhyn district, Lutsk,
Kravchuk str., 11b

Education

2012-09 - 2018-06 The National University of Ostroh Academy, Ostroh
Master Philology

2019-01 - 2019-08 Language school "Deutsch Akademie", Hamburg
German

Work History

2016-01 - 2017-07 Translator (English- Ukrainian, Ukrainian - English)
WPK-Ukraina, Rivne
Although it was my first experience working in office and I supposed to be a translator, the
position included various tasks and a lot of responsibility. I have learned multitasking very fast
and always tried to provide the best solution in short period of time, which was crucial
character trait for that role. Overall it was essential experience for me, the company specializes
in logistics, so I gained new skills in different aspects of this sphere.

2018-10 - 2019-08 Au-pair
Au-pair program, Hamburg
Traveling helps to understand not only other people and cultures, but yourself better. I had
amazing opportunity to live in Germany for 6 months and learn German from A1 to B2 level,
what inspired me a lot. Later I found a job, where I could help people and practice my German
every day in my work routine. I’m very thankful to amazing people who were very supportive
during my journey and after.

2020-02 - 2021-04 Support Manager
SuppLAB LLC, Lutsk
My first experience as customer care agent, I have discovered IT sphere and enjoyed to be a
supportive part of it for the users. It’s perfect combination for the people like me, who loves to
help others, speak foreign languages, find solutions and show not only outstanding
performance, but put a lot of love, patience and compassion for customers.

2021- 2023 Technical Support Manager
German project, Kyiv (confidential)

I finally got the role, where I can use German as well, it was new to me and I was thrilled to try
it out. The channel of communication was only through calls, so I had to find the best solution
very quickly. Technical support through phone calls can be pretty stressful experience,
especially when users are always in a hurry and when the system doesn’t work, they lose
income, it’s very understandable that every time it’s emergency situation for customer and he
expects it to be solved quickly and in the most efficient way. I managed to reduce the level of
stress and in the meantime provide the support technically and emotionally, it felt just great.
2023- present Product Support Agent
Better Me

Because the previous project had come to an end, I had to search for new role. At Better Me I
work mostly through emails. It feels great to be a part of Ukrainian IT product, here I can see,
how everything works from within, what gives a better understanding how complex the whole
process is. I joined this company when they needed temporarily help with overloaded customer
requests, we worked amazing as a team and achieved the desirable results.

Skills

Social and organizational skills - customer service, trust & honesty, problem solving

Adaptability, collaboration, time management, intercultural communication

Confident use of the PC (Word: very good; Excel: basic knowledge) Omnidesk, Zendesk, Freshdesk, Salesforce.

Languages

English- Advanced

German – Upper-intermediate (B-2 Goethe Institute certificate)

Polish - Pre-Intermediate.