Олександр

OLEKSANDR
POFTALNYI
CUSTOMER SUPPORT

PROFILE
Dedicated and empathetic Customer Support Specialist with 3+
CONTACT years of experience in assisting customers, resolving inquiries,
and ensuring high satisfaction. Skilled in communication,
problem-solving, and CRM tools, with a track record of improving
[open contact info](look above in the "contact info" section)
customer experiences. Adept at handling complaints, providing
[open contact info](look above in the "contact info" section) product support, and maintaining positive client relationships.

PROFESSIONAL EXPERIENCE

EDUCATION Onseo

VNTU Customer Support Specialist
Bachelor of Engineering (BEng), 2022 – 2024
Computer engineering Provided phone, email, and live chat support to customers,
2019-2023 resolving 90%+ of inquiries on first contact.
Managed ticketing systems (Zendesk, Freshdesk, etc.) to
VTC track and resolve customer issues efficiently.
Assisted with billing, refunds, and product troubleshooting,
AEngineer's degree, Computer
improving customer retention.
engineering
Collaborated with the technical team to escalate and resolve
2014-2018
complex issues.

LANGUAGES
Ukrainian - native. Plarium
Rusiian - native.
Endglish - С1(writing).
Junior Support Agent
2021-2022
SKILLS Assisted senior agents with basic customer queries and ticket
management.
Customer Support & Documented common customer pain points to help improve
Relationship Management FAQs and knowledge base.
Developed strong active listening and conflict resolution
CRM Software (Zendesk,
skills.
Salesforce, Freshdesk)
Troubleshooting & Problem-
Solving
Multichannel Support (Email,
Chat, Phone)
Conflict Resolution & De-
escalation
Product Knowledge &
Training