Mariia

CURRICULUM VITAE

Personal information:

Name and surname: Mariia Potanina
Date and place of birth: 16-Oct-1992, Mykolaiv, Ukraine
Nationality: Ukrainian
Mob. ph. number: [open contact info](look above in the "contact info" section)
e-mail: [open contact info](look above in the "contact info" section)

Education history:

1. Secondary school # 22 with intensive English learning, 1999-2009, Mykolaiv, Ukraine 2.
Mykolaiv Sukhomlynskyi National University, Foreign Languages Faculty, Translating and
Interpreting course, 2009-2014 Degree: bachelor diploma: interpreter
3. Mykolaiv Sukhomlynskyi National University, Foreign Languages Faculty, translating and
interpreting course, 2014-2015
Degree: specialist, diploma: translator-interpreter

Employment history:

1.”Helpo”, remote position: 18-NOV-2021– 30 MAY 2024

Position: CSA, Billing Support agent
Duties: working with cx’s requests through the ticket system, chats and emails; reviewing refund
requests and providing refunds to customers

2. "Globus Solutions Sp": 22-MAY-2021 - 02-NOV-2021
Position: support agent
Duties: communicating with merchants and customers regarding the transactions, calculating
fees, approving registration documents on the platform

3. Princess Cruises Line, Bermuda LTD.: 13-DEC-2016 - 26-MAR-2018

Position: Junior Assistant Purser
Duties: working at the front desk and back office; dealing with all the customers' issues and
complaints, handling all the money and credit cards operations, taking care of the embarkation
and disembarkation procrdures,assigning staterooms to the passengers, issuing stateroom keys
etc.
• Princess Cruises Line, Bermuda ltd.: 21-JAN-2015 - 12- DEC-2016

Position: Restaurant staff, Hostess
Duties: working as a hostess in one of the main dining-room,s interacting with guests, table
assignment.

• "Allo Ua", Mykolaiv, Ukraine :14-FEB-2014 - 10-JAN-2015

Position: technical devices seller
Duties: selling technical devices (laptops, mobile phones etc), consulting the customers, working
with the computer-based charging system and clients' base, providing full customer service and
advertising company's products.

• "Samson IT", Mykolaiv, Ukraine :15-NOV-2012 - 30-JAN-2014

Position: customer support agent
Duties: working with customers on the phone, consulting them as for the company's products and
any issues regarding them, updating customers' base, finding and attracting new customers.

• "Camp-of-the-Woods", Speculator, NY, the USA : 01-JUN-2012 - 02-SEP-2012

Position: hostess
Duties: working with guests, providing full customer service, introducing them to the camp and
its operation and activities, working with all the guests' issues and concerns, helping in arranging
guests' rooms.

• "Beacon and Bay" Ltd, Mykolaiv, Ukraine : 18-NOV-2011 - 02-APR- 2012
Position: interpreter, office-manager
Duties: working with customers, translating and arranging documentation, manuals and other
written sources, making appointments for the clients, helping in carrying out the negotiations
with English-speaking customers.

Language abilities:
Ukrainian - native
Russian - native
English - fluent
Romanian - conversational
German - intermediate

Other skills: confident Microsoft (Excel, Word) user; well acquainted with Zendesk, Front,
Intercom, Salesforce, Hubspot, Solidgate, Asana, Atlassian products

Personal characteristics: persistent, broad-minded, easy-going, motivated, ambitious, goal
estimated, excellent multi-tasking, flexible, sociable, hard-working, creative, intelligent,
responsible, quick-learner.

Personal goals: to get a perspective job in the Customers Support field, become a qualified
expert in the field, obtain new knowledge and implement an acquired one, develop new skills,
discover new opportunities, grow and perfect personally.