Ігор

Profile
Dedicated and results-driven customer service professional with extensive experience in
multilingual support, sales, and content moderation. Skilled in resolving complex customer issues,
managing escalations, and ensuring compliance with company policies. Proficient in using tools
Ihor Statsenko like Zendesk, Salesforce CRM, and KYC systems to deliver efficient and empathetic solutions.
Demonstrates exceptional problem-solving abilities, strong communication skills, and a
CUSTOMER SUPPORT
commitment to operational excellence in high-pressure environments. Adept at fostering
collaboration within teams and maintaining top-tier performance metrics, including QA
compliance and customer satisfaction.
Details
Travneva 16, Tyachiv, 90551, Ukraine
[open contact info](look above in the "contact info" section) Employment History
[open contact info](look above in the "contact info" section) Sales Agent at GotYourBack Support, Ivano-Frankivs’k
MARCH 2020 — FEBRUARY 2021
DATE / PLACE OF BIRTH
Providing top notch sales and customer service via Phone/Zendesk. Helping customers resolve
05.10.2002
Ukraine their issue that concerns our product. Selling and supporting Avanquest and Bytefence products
as well as providing our customers with the help of a real person in case issue is not resolvable by
NATIONALITY the Avanquest product. Supporting « MacKeeper » application and usage of a SalesForce CRM in
Ukrainian order to verify our customers

Content Moderator at NDA, Ivano-Frankivs’k
Links FEBRUARY 2021 — APRIL 2023
Instagram Moderating content and ensuring that user don’t post content that violates our ToS. Replying to
Skype: [open contact info](look above in the "contact info" section) customer’s issues via Zendesk. Communicating with other departments via Slack or Discord in
Telegram: @fimbulthulr order to optimise the working process. Working with documents and legal forms and ensuring
that they were filled correctly. Verification of our customers by using a KYC system.

Skills European & English (Non-US) market Senior Customer Support Agent at iHerb, California
MAY 2023 — PRESENT
Teamwork
Delivered exceptional multilingual support to global customers through Zendesk, effectively
resolving inquiries related to orders, refunds, shipping, and product details. Consistently achieved
Ability to Multitask KPIs, including a resolution rate of 10–12 tickets per hour, over 90% QA compliance, and 100%
CSAT, by providing professional, empathetic, and detail-oriented assistance. Successfully managed
escalations by collaborating with internal departments and external carriers to address complex
Ability to Work Under Pressure issues such as lost parcels, payment discrepancies, and customs delays. Promoted in July 2024 to
European Market Lead, specializing in high-priority cases, including premium, affiliate, and
Friendly Fraud (FF) escalations, ensuring timely and satisfactory resolutions. Assisted in resolving
Communication Skills complex and sensitive cases escalated from frontline agents, demonstrating advanced
problem-solving skills and a commitment to customer satisfaction. Played a key role in driving
operational excellence by supporting team performance and maintaining exemplary service
Customer Service standards in a high-paced, results-driven environment.

Education
Languages Bachelor’s, Vasyl’s Stefanyk Prikarpathian National University, Ivano-Frankivs’k
SEPTEMBER 2019 — JUNE 2023
Ukrainian
Proficient in English and French philology and Linguistics combined with literature. C1-C2 level of
English and A2-B1 level of French
Russian
Master’s degree, Vasyl’s Stefanyk Prikarpathian National University, Ivano-Frankivs’k
SEPTEMBER 2023 — DECEMBER 2024
English
Pursuing advanced studies in philology with a focus on simultaneous and consecutive translation,
literary analysis, and linguistic research. Gaining expertise in multilingual communication, cultural
French interpretation, and the theoretical foundations of language.

Hobbies
Helping animals, reading, psychology,
having fun