Павло

PAVLO MISHYN
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)
in/paul-mishyn-b7b276164/
EDUCATION Masters Degree in Bachelor degree in
Computer Science & Computer Science
IT
KNUTE 2018 KNUTE 2016 LANGUAGES Ukrainian - Native
Kyiv, Ukraine Kyiv, Ukraine Enghlish - C2

ABOUT ME Dedicated Customer Support Specialist with over 8 years of experience in technical and customer support roles. Skilled in team
management, issue resolution, and customer satisfaction. Proactive, detail-oriented, and committed to continuous improvement and
cross-functional collaboration.

Technical Skills Core Competencies
MS Office Verbal and written Multitasking and time
Adobe Photoshop/Lightroom communication skills management
Driving (A/B/C1) Responsibility Managing teams and conflict
Jira, Confluence, Intercom, Kustomer, Stripe Technical and product resolution
support Strong interpersonal skills

PROFESSIONAL Fenix International
EXPERIENCE Senior Support and Quality Specialist - Content Moderation
December 2023 - June 2025
Conducted quality reviews for assigned agents, ensuring adherence to performance standards.
Analyzed data and generated comprehensive feedback reports based on key performance indicators (KPIs).
Managed escalated issues from the content moderation team and other departments, enhancing team efficiency.
Ensured customer satisfaction by addressing and processing negative feedback in line with company policies.
Collaborated with mentors to deepen expertise and provided valuable feedback to improve the knowledge base for new team
members.

Middle Support and Quality Specialist - Content Moderation
January 2022 - December 2023
Conducted quality assessments for assigned agents, ensuring compliance with performance standards.
Handled escalated issues from the content moderation team to support effective resolution and team efficiency.
Maintained customer satisfaction by processing negative feedback in alignment with company policies.
Updated product documentation and knowledge base, ensuring accuracy and accessibility of information for the team.
Content Moderation Specialist
March 2021 - January 2022
Reviewed website content to maintain quality and adherence to company standards.
Notified users about rejected content, providing clear explanations in line with company policies.
Identified workflow improvement opportunities and recommended actionable solutions.
Coordinated effectively with internal teams and client representatives to enhance communication and collaboration.

Allset
Customer Support Specialist
September 2019 - March 2021
Collaborated directly with restaurants to address and resolve customer service inquiries;
Responded to emails from users and restaurants, ensuring timely communication and support;
Managed restaurant accounts, overseeing their operational needs and performance;
Assisted with social media management and content proofreading to enhance brand visibility;
Contributed to native and partner marketing initiatives, supporting growth opportunities;
Identified and assessed customer needs to ensure high levels of satisfaction and loyalty of clients.

Ring Ukraine
Technical Customer Support Deputy Team Lead
September 2018 - June 2019
Conducted pre-shift checks to ensure all team members were prepared and equipped for their tasks.
Assigned responsibilities and tasks to agents during shifts, optimizing team productivity.
Filtered and communicated relevant updates to keep the team informed and aligned.
Managed escalations at Levels 1 and 2, providing swift and effective issue resolution.
Provided guidance and coaching to team members, supporting their problem-solving abilities and career development.
Compiled comprehensive shift reports and set personalized goals for team members, fostering accountability and growth.

Technical Customer Support Specialist
June 2018 - Septemer 2018
Delivered prompt technical support to users, ensuring timely assistance and issue resolution.
Maintained high standards of service quality, consistently prioritizing customer satisfaction.
Collaborated closely with the Development Team to escalate and resolve complex technical issues efficiently.
Participated in monthly advanced training sessions to enhance technical support skills and stay updated on best practices.

Pier 17 Professional Medical Management
Support Specialist
October 2016 - June 2018
Supported seamless operations for medical providers within the company’s client network, enhancing workflow efficiency;
Prepared and submitted appeal letters to insurance carriers in cases of claim denials, advocating for client rights;
Investigated and resolved claim issues, resubmitting where necessary to secure payment;
Ensured accurate reimbursement for each line of service on every claim using a range of communication channels, including
phone calls and emails, to effectively engage insurance companies and doctors.