Vitalii

Vitalii Mykhailov
Customer Support Specialist & Content Moderator (Remote)

CONTACT Phone: [open contact info](look above in the "contact info" section) (Telegram/WhatsApp)
Address: Turkey
Email: [open contact info](look above in the "contact info" section)

PROFESSIONAL Content Moderator
EXPERIENCE Confide Media Services (под NDA, лидер рынка) | Jan 2024 – Present

Ensure that all user-generated content (text, images, video) meets platform policies before
publication
Collaborate with an international moderation team to resolve complex or disputed cases
Led a revision of internal moderation guidelines, reducing repeat content disputes by 15%
Produce risk-assessment reports and recommend measures for timely removal of unsafe
content

Customer Support Specialist
NetAssist Global (EU/US, удалённо) | Jul 2023 – Dec 2023

Handled up to 40 customer requests per day via email and live chat, maintaining
an average first-response time ≤ 2 hours
Coordinated cross-functional efforts between QA, development, and
documentation teams, cutting average bug-fix cycle by 20%
Redesigned and updated the public FAQ section, decreasing repetitive inquiries by
20%
Implemented an escalations framework for critical tickets, raising first-contact
resolution to 92%

EDUCATION International University of Cyprus

Cybersecurity (Bachelor’s, в процессе) | Sep 2024 – Present

University of Maritime Transport

Bachelor in Maritime Transport | Sep 2021 – Jun 2024

Bachelor of Science in Mechanical Engineering

Bachelor in Maritime Transport | Sep 2017 – Jun 2021

RM & Helpdesk (Zendesk, Freshdesk, Intercom — basic); MS Office (Word, Excel, PowerPoint);
SKILLS & LANGUAGES Google Workspace; risk management; strong communication, empathy, stress resistance, time
management, attention to detail, teamwork;

Languages: English (С1), Українська (native), Русский (native).