Contact information

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Work experience

Customer support representative

from 11.2023 to 03.2025 (1 year 5 months)
ModSquad, Дистанційно (IT)

- Respond to customer inquiries via email, chat, or messaging platforms in a timely and professional manner.

- Provide accurate information and resolve issues related to the client’s products or services.

- Monitor community activity and ensure compliance with moderation guidelines.

- Escalate complex issues to internal leads or clients when necessary.

- Maintain productivity metrics such as response times and quality scores.

Customer support representative

from 04.2021 to 06.2022 (1 year 3 months)
TTEC (TeleTech), Дистанційно (IT)

Key Responsibilities

Respond to Customer Inquiries:
Handle questions via live chat, email, phone, or social media in a timely and professional manner.

Resolve Complaints Efficiently:
Investigate and resolve product or service issues while maintaining customer satisfaction.

Maintain Accurate Records:
Log interactions in CRM systems (e.g., Zendesk, Freshdesk, HubSpot) with correct tagging and notes.

Follow Communication Scripts (if applicable):
Use approved templates and tone guidelines while personalizing conversations appropriately.

Collaborate with Teams:
Coordinate with sales, technical, or logistics teams to resolve complex issues quickly.

Stay Updated on Product Knowledge:
Keep up with updates, policies, and FAQs to provide informed and consistent support.

Meet KPIs and SLAs:
Hit targets like First Response Time (FRT), Customer Satisfaction (CSAT), Average Handling Time (AHT), and resolution rates.

Identify Trends and Report Issues:
Escalate recurring issues and customer feedback to improve processes or products.

Achievements
✅ Resolved an average of 120+ customer tickets per week with a 98% satisfaction rating.

✅ Reduced response time by 35% by streamlining ticket tagging and prioritization.

✅ Contributed to a 20% increase in customer retention by delivering proactive follow-ups and product education.

✅ Handled high-volume customer queues during peak season

✅ Created internal support documentation that reduced onboarding time for new reps by 50%.

Customer support representative

from 02.2021 to 11.2021 (10 months)
NY medical company, Дистанційно (IT)

Receiving incoming calls from patients
Handling patients database

Education

Taras Shevchenko National University of Kyiv

Computer science, Kyiv
Higher, from 2018 to 2022 (4 years)

Additional education and certificates

Basics in customer relationships

2023, 4 months

Customer service Management

2024, 5 Months

Beginner Course on Customer relations and services

2021, 3 months

Knowledge and skills

• MS Office
• MS Excel
• Fast typing
• The first line of support
• Adaptability
• Punctuality
• Receiving incoming calls
• Copywriting
• Zendesk
• Trello
• Management of CRM
• Documentation management
• Leadership
• Team management
• B2B Sales
• HubSpot
• Sales management
• Проведення зустрічей в Zoom
• Розвиток Telegram-каналів

Language proficiencies

• English — fluent
• Ukrainian — beginner

Additional information

I am a highly disciplined and results-driven professional committed to excellence. With a strong work ethic and exceptional attention to detail, I consistently meet deadlines while maintaining high-quality work. My communication skills allow me to collaborate effectively, and my adaptability helps me thrive in dynamic environments. Always eager to learn and grow, I bring both technical expertise and a proactive attitude to contribute positively to any team or organization.