Сергій

Serhii Skachko
Dolyna • [open contact info](look above in the "contact info" section) • [open contact info](look above in the "contact info" section)

Customer Service Representative

Senior Customer Support Representative with strong communication skills and a customer-first
mindset. Currently working on a major low-cost airline project, recently promoted to a senior position
handling enterprise-level clients. Known for being a reliable team player, open to feedback, and
focused on quality results and customer satisfaction. Detail-oriented and committed to continuous
improvement.

WORK EXPERIENCE

AIR Media-Tech • Remote • 06/2025 - Present
AIR Media-Tech provides a tech-powered ecosystem of 40+ tools and services that allow creators,
brands, and agencies to scale their influence and revenue. We support over 3,000+ creators and 200+
brands across 70+ countries, with our network generating more than 1 trillion views.
Middle Customer Support Agent • Full-time
Supported creators as part of an official YouTube and social media partnership, guiding them on the
use of AIR Media Tech’s creative and financial products.
• Troubleshoot partner issues with the company platform, coordinating resolutions related to both
creative tools and financial services
• Advised partners on improving their YouTube channels, including performance optimization,
metadata, content planning, and analysis of YouTube Studio analytics
• Conducted onboarding sessions for new partners via video calls in English and Ukrainian, ensuring
clear understanding of services and platform features
• Prepared learning and knowledge-sharing materials in Confluence for both team members and
partners to improve understanding of the platform and YouTube
• Supported new colleagues by explaining workflows, platform functionality, and YouTube-specific
‑
processes to accelerate their ramp up
• Tracked work and maintained detailed time and efficiency statistics in ClickUp to support internal
planning and reporting
• Progressed from Junior Customer Support to Middle Customer Support after one year, reflecting
increased responsibilities and performance

CCIG Group – Airline Project • Remote • 10/2024 - 06/2025
Senior Customer Support Representative • Full-time
CCIG is a unique organization in the call center and contact center industry. Was working on the
WizzAir (airlines) project.
• Manage incoming and outgoing customer calls, emails, and live chat in English
• Handle claims, complaints, and special service cases
• Promoted to senior desk for high-priority and enterprise customer support
• Collaborate with colleagues to improve processes and maintain service quality
Upwork • Remote • 06/2022 - 01/2024
Freelancer Designer • Freelancer
Was creating designs of characters, website headers, presentations, and other types of designs in
Adobe Illustrator, Photoshop, and Microsoft PowerPoint.
• Designed and delivered creative projects for clients across various industries, including logo
design, marketing materials, and social media content.
• Communicated with clients to understand their needs and provide timely updates on project
progress.
• Managed multiple projects simultaneously while maintaining high-quality standards and meeting
deadlines.

EDUCATION

Master in Veterinary
Kharkiv Biotechnological University • Kharkiv • 09/2016 - 06/2022

VOLUNTEERING & LEADERSHIP

DirectHelp • 04/2025 - Present
Designer
I'm a volunteer in DirectHelp, helping Ukrainian soldiers and civilians.

SKILLS

Adobe ​Illustrator, Adobe ​Photoshop, Amadeus ​SkySpeed, ClickApp, Communication ​Skills, Comnica,
Confluence, Data ​Analysis, Data ​Entry, Digital ​Literacy, Emotional ​Intelligence, Google ​docs, Google ​
tables, Hubtype, Mattermost, Organizational ​Skills, Patience, Problem-​Solving, Retention, Salesforce,
Self-​Discipline, Slack, Written ​and ​Spoken ​English ​(​C1)​