Valeriia

Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/10695998

Work experience

QA Specialist/Data Annotator

from 09.2022 to 01.2024 (1 year 4 months)
HUDstats, Remote (IT)

- Successfully conducted comprehensive product testing before and after deployment, identifying critical bugs and issues.
- Proactively monitored and optimized the performance of live services, achieving a 99.8% uptime rate and significantly enhancing user experience.
- Facilitated effective communication between clients and development teams, accelerating bug resolution times by 25% and increasing client satisfaction scores.
- Efficiently labeled complex datasets with CVAT and other tools, ensuring high-quality data for machine learning models.
- Assisted in debugging and troubleshooting issues, contributing to the continuous improvement of products and services.
- Developed and maintained comprehensive documentation of QA processes and procedures, standardizing practices across teams.
Proficiencies: JIRA, AWS OpenSearch & S3, SQL, CVAT, Grafana, ChatGPT, Confluence.

Customer Support Ambassador

from 05.2022 to 09.2022 (4 months)
AIRBNB, Remote (Hotel and restaurant industry)

- Expertly managed customer inquiries and communications via email and calls, ensuring prompt, courteous, and effective resolution of requests, changes, and cancellations.
-Skillfully engaged with a diverse customer base, efficiently managing and integrating data across multiple systems to provide seamless service experiences and improve operational accuracy.
- Rapidly addressed and resolved customer complaints, employing creative problem-solving to offer immediate solutions and diligent follow-up, significantly reducing escalation rates and reinforcing customer trust in the brand.
- Strictly adhered to communication protocols and company policies, ensuring consistency and professionalism in all customer interactions.

Technical Support Representative

from 11.2021 to 05.2022 (6 months)
Perimeter 81, Remote (IT)

- Excelled in troubleshooting technical issues, leveraging deep technical expertise to diagnose and resolve complex problems, enhancing system reliability and user satisfaction.
- Mastered customer communication, employing active listening and problem-solving skills to swiftly identify and understand customer issues, significantly reducing resolution time.
- Delivered timely and accurate feedback to customers, establishing a reputation for reliability and responsiveness, and contributing to a notable increase in customer satisfaction ratings.
- Guided customers through detailed solutions with clear, step-by-step instructions, effectively resolving issues and significantly improving the customer experience.
- Efficiently managed multiple cases simultaneously, prioritizing tasks and deploying effective time management strategies to maintain high-quality support across all assignments.
Proficiencies: Intercom, Zendesk, Grafana, Slack, Teams

Technical Support Representative

from 10.2021 to now (2 years 8 months)
PTW, Other countries (Show business, art and entertainment)

- Steered all aspects of customer accounts creation, modification, and management by utilizing software tools.
- Conducted deep-dive research and troubleshooting to identify/resolve customers’ technical problems while ensuring complete satisfaction of clients.
- Devised and deployed competent escalation procedures by conducting in-depth troubleshooting to confirm alignment with set standards.
- Managed end-to-end functions associated with installing, configuring, and updating applications to assist clients.
Proficiencies: Incident Management Platform (Oracle), Account Management Platform.

Customer support representative

from 10.2019 to 12.2020 (1 year 2 months)
CONNEXIN, Other countries (IT)

- Engaged in customer service and support management by providing technical/general assistance on various channels, including telephone, email, and online chat.
- Performed overall operations involved in managing and maintaining detail records of payments/additional pertinent information.
- Oversaw all facets of complaints management and resolution by delivering effective solutions/substitutes and promptly responding to customers concerns.
- Provided exceptional customer service by strictly following company guidelines and policies.
Proficiencies: Salesforce, Freshdesk, Intercom

Education

Donbas State Technical University

Technical translation, Alchevsk
Higher, from 2010 to 2015 (5 years)

Knowledge and skills

Language proficiencies

• English — advanced
• Ukrainian — fluent
• Russian — fluent
• Portuguese — average