Contact information

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Work experience

Customer service manager

from 11.2023 to 07.2025 (1 year 8 months)
Freelancing, Remote (Marketing, advertising, and PR)

Maintained 90%+ CSAT score across all projects.
•Reduced first-response time by creating clear, reusable reply templates.
•Improved customer retention by ensuring a smooth, friendly support experience.
•Successfully supported product launches by handling high-volume queries calmly and clearly.
•Recognized by clients for professionalism, clarity, and problem-solving under pressure.

Customer support representative

from 09.2021 to 10.2023 (2 years 1 month)
MTN, Kyiv (Telecommunications and networking)

- Provided high-quality customer service by responding to customer inquiries through
various channels, including phone, email, and chat.
- Resolved customer complaints and issues efficiently, ensuring a high level of customer
satisfaction.
- Maintained up-to-date knowledge of company products, services, and policies to provide
accurate information.
- Collaborated with team members to improve processes and enhance customer experience

Customer service manager

from 06.2019 to 03.2021 (1 year 9 months)
sheffa call center, Kyiv (Telecommunications and networking)

1. Provided excellent customer
service by addressing inquiries and
resolving issues in a timely manner.
Handled an average of 50 calls per
day, maintaining a high level of
professionalism and efficiency.
2. Achieved a 95% customer
satisfaction rating through effective
communication and problem-solving
skills. Utilized CRM software to
accurately document customer
interactions and ensure a seamless
experience.

Customer support representative

from 05.2018 to 06.2019 (1 year 1 month)
Hamlyn Williams, Kyiv (Medicine, pharmacy)

Familiarity with and remaining up-to-date with changes in our plans and tariffs.
Greeting customers in a friendly, professional manner using the suggested script.
Answering telephonic and e-mail inquiries in a timely manner.
Deferring queries to line manager if I’m unable to answer them.
Furnishing members and health care practitioners with details regarding members'
benefits.
Granting pre-authorizations for medical treatment, if covered.
Advising members of outstanding co-payments.
Providing extant and prospective members with the details of network providers.
Canceling members' plans upon their request, or due to recurrent nonpayment, when
directed by line manage.

Education

Lviv polytechnic university

Communication and media studies, Lviv
Higher, from 2016 to 2018 (2 years)

Knowledge and skills

• MS Word
• Management of crm
• Educability
• Communication
• Problem solving
• MS PowerPoint
• Literary translation
• Time management
• Technical proficiency
• Empathy
• SEO copywriting
• Ability to work in multitasking mode
• Creativity
• Stress management
• Sales

Language proficiencies

English — fluent

Additional information

Here are some of my experiences
1. Handling High Volume of Customer Inquiries:
o Demonstrating the ability to manage a large number of customer
interactions daily, ensuring efficient resolution while maintaining quality
service.
2. Conflict Resolution:
o Successfully resolving escalated issues or complaints, showcasing strong
problem-solving skills and the ability to de-escalate tense situations.
3. CRM Proficiency:
o Expertise in using Customer Relationship Management (CRM) software to
track and manage customer interactions, which is critical in providing
personalized and efficient support.
4. Product/Service Knowledge:
o In-depth understanding of the company's products or services, allowing
for more accurate and helpful customer support.
5. Cross-Department Collaboration:
o Working closely with other teams (e.g., technical support, sales, or billing)
to resolve customer issues, showing the ability to collaborate and
communicate effectively across departments.
6. Training and Mentorship:
o Training new team members or mentoring junior staff, highlighting
leadership abilities and a deep understanding of customer support
processes.
7. Customer Feedback Implementation:
o Collecting and analyzing customer feedback to improve products,
services, or customer support processes, demonstrating a proactive
approach to enhancing customer satisfaction.
8. Multichannel Support:
o Experience providing support through multiple channels (e.g., phone,
email, chat, social media), showcasing versatility and adaptability in
customer communication.
9. Performance Metrics Achievement:
o Meeting or exceeding key performance indicators (KPIs) such as response
time, resolution time, customer satisfaction scores (CSAT), or Net
Promoter Scores (NPS).
10. Process Improvement:
o Identifying inefficiencies in customer support processes and contributing
to the development or implementation of solutions that improve efficiency
and customer experience.