Надія

Page 1

NADIIA
MARKOVETS
Team Lead, Customer Care, TAP
Manager, Operations Manager

CONTACT
I am an open-minded and creative
[open contact info](look above in the "contact info" section)
person addicted to IT technologies. Due
[open contact info](look above in the "contact info" section) (TG)
to good knowledge of English, I found
Rivne, Ukraine
myself in IT sphere and got a pretty
good experience working in this field on different
TOOLS
Atlassian: Jira, Confluence; positions.
Various custom CRMs
SalesForce, Lob, ThinkExam,
WORK EXPERIENCE
Custom Debug Admin Panels,
Mailer, Kibana;
Payment Systems: PayPal, Stripe, Customer Support Lead
Braintree, Authorize, Adyen, pdfFiller | April 2022 - Mar 2024 (1 y. 11 m.)
Checkout, Google Pay.
Manage a highly effective customer success team;
MS Office, MS Excel, Google Docs,
Create and maintain an inspiring team environment
Google Sheets, PP Presentations
with an open communication culture;
Google Analytics, Search Console,
Handle L2, L3 tickets and chats;
Ahrefs, Semrush, etc., WordPress;
Help team members to resolve escalated billing issues
Slack, Trello
and find transactions in various payment system when
Wordpress, WiX
needed;
Canva, basic skills in Adobe
Built relationships with enterprise clients to maintain
Photoshop, Adobe Illustrator,
sales goals and create new opportunities;
Figma
Train and supervise newbies by conducting different
Basic knowledge in CSS, HTML,
types of trainings and tests;
JavaScript
Creating test tasks and Power Point presentations for
English - Advanced level
newbies;
Create articles, presentations, step by step guidelines,
video-guidelines for the internal Confluence on the
regular basis.
Monitor team performance and report on metrics by
checking team members’ KPI/CSAT and analysing
separate random tickets/chats.
Strategy Development: Implement optimal strategies
and tools to boost customer satisfaction and retention;
Resolve escalated tech issues by finding the best
possible solution for the customer satisfaction;
Collaborate with other departments (devs, QAs,
designers, product team, sales team, marketing team,
etc.)
 NADIIA
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MARKOVETS
WORK EXPERIENCE

Customer Support Representative
pdfFiller | Feb 2021 - April 2022 (1y. 2 m.)

EDUCATION BACKGROUND Help customers through different channels of support
(calls, chats, tickets) with the incoming requests
English Philology
according to the defined KPI, FTR, CSAT;
Sep 2012 - Jun 2017
Handle customer billing inquiries appropriately and
National University of
provide a high level of service (subscription
Ostroh Academy cancellation, refunds, voids, changing plans, providing
discounts);
Assist and guide clients in their product-related
SOFT SKILLS questions and onboarding as well as effectively solve
customers’ tech inquiries, providing relevant information
Communication and presentation
by reproducing the issue if/when needed;
skills;
Ability to explain complex concepts in a clear and
Leadership and team
concise manner;
management skills;
Distribute received requests to the departments in
Attentive to details;
charge if/when needed;
Ability to multitask
Escalate clients' inquiries and requests to relevant
Compassionate and caring;
departments and monitor their execution
High level of accountability;
Report discovered bugs or system issues for further
Able to learn and adapt fast;
investigation (if such were detected)
Driven and motivated mindset;
Keep up-to-date internal knowledgebase in Confluence
Customer focus and service
for the Team;
oriented;
Responsible and reliable;
Excellent verbal and written
communication skills; Sales & Support Representative
Clario Tech Limited | Mar 2020 - Feb 2021 (11 m.)

Provide technical support and world-class customer
HOBBIES: service via chat;
Reading, cooking, Attract potential customers by answering product and
learning psychology, service questions;
singing, traveling, Offer company’s service and persuade potential
playing computer games. customers to purchase it;
Handle and resolve customer complaints;
Identify and assess customers’ needs to achieve
satisfaction;
Provide accurate, valid and complete information by
using the right methods/tools;
Follow communication procedures, guidelines and
policies.
NADIIA
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MARKOVETS
WORK EXPERIENCE

Project Manager, Sales Manager, Recruiter
SaintScript Software | Jul 2018 - Jan 2019 (7 m.)

Define the best structure for the project based on the
requirements and nature of the work (basically Upwork
projects);
Lead the successful delivery of the project on time, on
budget and within cost while proactively identifying risk
and issues and managing expectations;
Lead appropriate project communications including
project steering committees, status reports and other
applicable communication deliverables;
Manage project risks and issues;
Ensure that project goals are accomplished and in line
with business objectives;
Search and attract IT specialists for a specific vacancy;
Review CVs and pre-screens qualified candidates,
conducting interviews with candidates;

SEO Specialist, Link Builder
4writers Group | Mar 2017 - Jul 2018 ( m.)

Identify, plan, and execute technical SEO recommendations
for client programs including but not limited to:
Keyword research and development of organic keyword
lists;
Content optimization;
Link building and outreach efforts;
Perform on and off page technical SEO audits and
competitor analyses;
Build and maintain strategic partnerships for content
promotion and link opportunities;
Maintain up-to-date, personal knowledge of SEO in line
with industry trends;