Євгенія

Customer support specialist

Yevgeniia Chebanenko
Location: Uzhhorod, Ukraine
Email: [open contact info](look above in the "contact info" section) | Phone: [open contact info](look above in the "contact info" section)

Objective:
Detail-oriented and empathetic customer support professional with 6+ years of experience in technical
troubleshooting and client communication. Skilled in tailoring communication strategies, tracking bugs,
and resolving issues in a fast-paced environment. Fluent in English (B2+) and French (Intermediate).

Skills:
• Languages: English (B2), French (Intermediate), Ukrainian (Native), Russian (Native).
• Technical Skills: Bug tracking and reporting, CRM systems, network troubleshooting, Windows,
iOS, Ubuntu.
• Soft Skills: Tailoring communication tone to client needs, problem-solving, conflict resolution, team
collaboration.
• Other: High attention to detail, empathy, and ability to work under pressure.

Work Experience:
Customer Support Specialist
Triolan (2020–2024)
• Provided 24/7 technical support via chat (Viber, Telegram, Facebook Messenger, email), ensuring
rapid issue resolution.
• Troubleshot and resolved network connectivity problems, including configuring subscriber devices
and managing fiber optic and Ethernet connections.
• Tracked bugs and feature requests, preparing detailed reports to enhance service quality.
• Delivered clear and effective step-by-step instructions to clients, improving customer satisfaction.

Senior Contact Center Operator
Triolan (2019–2020)
• Supervised a team of operators, ensuring high-quality service and adherence to company policies.
• Created and implemented training programs and scripts for operators.
• Analyzed team performance and prepared reports to identify and address improvement areas.

Contact Center Operator
Triolan (2015–2019)
• Provided technical and financial support to customers via inbound and outbound calls, including IP
telephony.
• Conducted outbound calls to meet client-specific goals, including acquiring new customers and
upselling additional company services.
• Collaborated with other departments to resolve customer inquiries effectively.
• Successfully managed interactions with dissatisfied customers and resolved complaints, ensuring
high customer satisfaction.

Education:
H.S. Skovoroda Kharkiv National Pedagogical University
• Specialist Degree in Pedagogy and Secondary Education (Ukrainian Language and Literature,
French), (2005–2010)