Софія

Sofiya Radkovska​
Lviv, Ukraine​
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)

PROFESSIONAL EXPERIENCE

ZoomSupport
Sales Agent (May 2015 - January 2016)

●​ Support and provide world-class customer service via phone, chat or helpdesk;
●​ Identify and assess customers' needs to achieve satisfaction;
●​ Handle and resolve customer complaints;
●​ Troubleshoot software-related issues on Windows;
●​ Provide fast feedback about the software issue;
●​ Delivered world-class customer service via phone, chat, and helpdesk. ​ ​
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QA Specialist (January 2016 - November 2016)

●​ Conducted qualitative project evaluations and identified bugs;​ ​
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●​ Prepared high-quality ​documentation and reports;​
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●​ Collaborated with project managers and developers. ​

Tech Support Representative (June 2017 - May 2018; May 2019 - September 2021)

●​ Provide technical support for Company’s Software;
●​ Communicating with Customers via Phone or Chatrooms, Helpdesk;
●​ Advice and consult Customers in any Technical Problems;
●​ Troubleshoot Operating System Issues (Mac / Windows);
●​ Identify and escalate priority software issues;
●​ Provide fast feedback about the software issues.​ ​

SoftServe
Service Desk Agent (May 2019 - September 2021)

●​ Accept and process phone calls from end users related to platform functionality

●​ Categorize and prioritize tickets

●​ Resolve standard tickets described in Knowledge Base

●​ Analyze and process requests that are logged in customer’s tracking system, manage tickets backlog
 ●​ Keep affected users informed about request progress

●​ Confirm resolution and close tickets

PMO Specialist (September 2021 - May 2022; April 2024 - August 2024)

●​ Standardized project management processes and collaborated with competence
managers. ​ ​
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●​ Developed and maintained project management training programs. ​ ​
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●​ Organized expert groups to enhance PM competencies and fostered company-wide
standards. ​ ​
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●​ Mentored PM staff and facilitated corporate training events. ​ ​
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Divo Oliya
Sales Manager (March 2024 - May 2024)

●​ Created and executed strategic sales plans to expand the customer base. ​ ​
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●​ Recruited, trained, and coached sales representatives to achieve company quotas.
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●​ Manage the month-end and year-end close processes

●​ Instagram management

Maternity Leave (May 2022 - March 2024)

EDUCATION

●​ Lviv National University (2018 - 2022)​
Bachelor’s Degree in Tourism, Faculty of Geography ​ ​
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 ●​ ITET (Istituto Tecnico Economico e Tecnologico), Italy (2010 - 2015) ​ ​
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●​ School-Lyceum #10, Kalush (2002 - 2010) ​​ ​

SKILLS

●​ Technical Tools: Salesforce, JIRA, CRM, Key CRM, Confluence, Helpdesk,
TeamViewer, ​ PagerDuty, Cherwell, LogMeIn, Power BI, Microsoft Office (Word, ​
Excel, Outlook). ​ ​
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●​ Soft Skills: Effective communication, active listening, mentorship, flexibility, ​
time management, and documentation writing (Confluence). ​ ​
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●​ Languages: Italian (Advanced), English (Upper-Intermediate Low). ​ ​

ACHIEVEMENTS

●​ Successfully implemented PM training programs that improved team efficiency by
20%. ​ ​
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●​ Enhanced client satisfaction by resolving 95% of technical issues within SLA
timelines. ​ ​
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●​ Coordinated cross-functional expert groups to optimize corporate project
management processes. ​ ​

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