Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/10732169/

Work experience

Client Support

from 09.2022 to 07.2024 (1 year 11 months)
Alorica, Remote (Telecommunications and networking)

Escalated complex issues properly, coordinated with internal teams to ensure swift
resolution and high customer satisfaction.
• Handled over 80 client requests weekly through CRM and communication platforms
such as Slack, Zoom, HubSpot, maintaining 99% on-time delivery.
• Served as first point of contact for client inquiries, clarifying needs and routing or
resolving requests efficiently.
• Improved client satisfaction scores by streamlining communication workflows and
reducing response delays by 20%.
• Maintained strong client satisfaction through clear, respectful communication and
consistent follow-ups.

Customer support representative

from 09.2020 to 08.2022 (2 years)
Support Ninja, Remote (Telecommunications and networking)

Delivered chat and email support to 50–70 customers daily for e-commerce and SaaS
clients with an average response time under two hours.
• Achieved 90% first-contact resolution by using ticketing and CRM systems including
Zendesk, Intercom, Freshdesk.
• Identified recurring issues and collaborated with technical teams to develop
knowledge-base articles that reduced ticket volume by 15%.
• Exceeded retention and satisfaction targets through personalized follow-ups and
empathy-driven problem solving.
• Maintained consistent KPI performance and received internal recognition for “Customer
First Mindset.”
• Handled refund requests, delivery complaints, and account access issues for
international customers

Knowledge and skills

• Attracting new customers
• Work with clients
• B2B Sales
• Active sales
• Maintaining the client base
• Email client
• Responsibility

Language proficiencies

English — fluent

Additional information

Customer Service Professional with 4+ years of remote experience supporting international
tech and e-commerce customers across chat, email, and phone channels. Proven at
de-escalation, issue resolution, and customer retention while consistently meeting SLAs and
exceeding CSAT targets. Skilled in CRM systems, ticket management, and customer
experience optimization. Known for empathy, clarity in communication, and delivering
calm, effective support even under pressure.