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Maksym
Support manager
- Age:
- 29 years
- City of residence:
- Kyiv
- Ready to work:
- Remote
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You can get this candidate's contact information from https://www.work.ua/resumes/14525386/
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WORK EXPERIENCE
Maksym Didur Howly Kyiv, Ukraine
Technical Support Specialist
12/06/2024 – 24/06/2025
CONTACT Tools & Platforms: Zendesk, Slack, Notion, Google Workspace, AI‑powered
assistants
Kyiv, Ukraine (Home) Workflow:
• Maintained strict confidentiality when handling sensitive user data
[open contact info ](look above in the "contact info" section) • Managed and resolved incoming tickets through the online system per
SLA
[open contact info ](look above in the "contact info" section)
• Collaborated across teams (QA, Product, Engineering) to escalate and
close issues
• Logged, tracked and reported incidents according to defined protocols
Key Achievements:
• Sustained CSAT ≥ 95% by providing accurate, empathetic responses
• Achieved average First Response Time (FRT) < 15 min and Average
Resolution Time (ART) < 2 h
• Consistently rated “Exceeds Expectations” in Quality Control audits
PIN-UP Ukraine
Brand manager
12/05/2023 – 15/12/2023
Workflow:
• Conducted in‑depth analysis of community forums and competitor
channels
• Developed and executed brand‑awareness campaigns across digital
channels
• Coordinated cross‑functional initiatives with Marketing, PR and
Affiliate teams
• Monitored KPIs (traffic, engagement, conversions) and optimized
budgets for ROI
Key Achievements:
• Presented monthly executive dashboards, informing strategic pivots
PIN-UP Ukraine
Live chat operator
01/09/2022 – 12/05/2023
Tools & Platforms: JIRA, Confluence, Webim, Slack, PowerBI, Google
Workspace, CRM dashboards
Workflow:
• Delivered real‑time chat consultations for account and payment
inquiries
• Escalated technical issues to L2 teams and followed up until resolution
• Authored training guides and onboarded new hires on support
protocols
• Adhered to SLA and quality standards, tracking performance metrics
daily
Key Achievements:
• Maintained CSAT ≥ 93% and FRT < 20 min under peak loads
• Reduced average handling time by 15% through process optimization
•
Playcarry.com Ukraine
Chat Support Operator (Game Services)
02/01/2022 – 18/08/2022
• Tools & Platforms: Google Workspace, Tidio
• Workflow:
• Assisted users with in‑game purchases, boosting, and coaching
requests
• Liaised with service providers (boosters) to ensure SLA
compliance
• Processed refunds and dispute cases, logging outcomes in ticketing system
• Key Achievements:
• Achieved 90%+ ticket‑closure rate within 24 hours
• Improved user loyalty scores by 20% through personalized follow‑ups
EDUCATION AND TRAINING
01/09/2013 – 31/12/2018 Odesa, Ukraine
Master of International Economics Odesa I. I. Mechnikov National University,
Website https://onu.edu.ua/ Level in EQF EQF level 7
LANGUAGE SKILLS
MOTHER TONGUE(S): Українська
Other language(s):
Англійська
Listening C2
Spoken production C1
Reading C2
Spoken interaction C1
Writing C1
Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user
SKILLS
SUPPORT & COLLABORATION
PeopleForce Confluence JIRA Zendesk Slack Asana HiBob
DATA & REPORTING
Notion PowerBI CRM dashboards
OFFICE TOOLS
Google Workspace (Google Drive, Google Docs, Google Slides, Google Sheets, Google Forms) Microsoft Office
CORE COMPETENCIES
Stress resilience Confidentiality Multitasking Fast learner Adaptive communication
Maksym Didur Howly Kyiv, Ukraine
Technical Support Specialist
12/06/2024 – 24/06/2025
CONTACT Tools & Platforms: Zendesk, Slack, Notion, Google Workspace, AI‑powered
assistants
Kyiv, Ukraine (Home) Workflow:
• Maintained strict confidentiality when handling sensitive user data
[
SLA
[
• Collaborated across teams (QA, Product, Engineering) to escalate and
close issues
• Logged, tracked and reported incidents according to defined protocols
Key Achievements:
• Sustained CSAT ≥ 95% by providing accurate, empathetic responses
• Achieved average First Response Time (FRT) < 15 min and Average
Resolution Time (ART) < 2 h
• Consistently rated “Exceeds Expectations” in Quality Control audits
PIN-UP Ukraine
Brand manager
12/05/2023 – 15/12/2023
Workflow:
• Conducted in‑depth analysis of community forums and competitor
channels
• Developed and executed brand‑awareness campaigns across digital
channels
• Coordinated cross‑functional initiatives with Marketing, PR and
Affiliate teams
• Monitored KPIs (traffic, engagement, conversions) and optimized
budgets for ROI
Key Achievements:
• Presented monthly executive dashboards, informing strategic pivots
PIN-UP Ukraine
Live chat operator
01/09/2022 – 12/05/2023
Tools & Platforms: JIRA, Confluence, Webim, Slack, PowerBI, Google
Workspace, CRM dashboards
Workflow:
• Delivered real‑time chat consultations for account and payment
inquiries
• Escalated technical issues to L2 teams and followed up until resolution
• Authored training guides and onboarded new hires on support
protocols
• Adhered to SLA and quality standards, tracking performance metrics
daily
Key Achievements:
• Maintained CSAT ≥ 93% and FRT < 20 min under peak loads
• Reduced average handling time by 15% through process optimization
•
Playcarry.com Ukraine
Chat Support Operator (Game Services)
02/01/2022 – 18/08/2022
• Tools & Platforms: Google Workspace, Tidio
• Workflow:
• Assisted users with in‑game purchases, boosting, and coaching
requests
• Liaised with service providers (boosters) to ensure SLA
compliance
• Processed refunds and dispute cases, logging outcomes in ticketing system
• Key Achievements:
• Achieved 90%+ ticket‑closure rate within 24 hours
• Improved user loyalty scores by 20% through personalized follow‑ups
EDUCATION AND TRAINING
01/09/2013 – 31/12/2018 Odesa, Ukraine
Master of International Economics Odesa I. I. Mechnikov National University,
Website https://onu.edu.ua/ Level in EQF EQF level 7
LANGUAGE SKILLS
MOTHER TONGUE(S): Українська
Other language(s):
Англійська
Listening C2
Spoken production C1
Reading C2
Spoken interaction C1
Writing C1
Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user
SKILLS
SUPPORT & COLLABORATION
PeopleForce Confluence JIRA Zendesk Slack Asana HiBob
DATA & REPORTING
Notion PowerBI CRM dashboards
OFFICE TOOLS
Google Workspace (Google Drive, Google Docs, Google Slides, Google Sheets, Google Forms) Microsoft Office
CORE COMPETENCIES
Stress resilience Confidentiality Multitasking Fast learner Adaptive communication
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The candidate's resume is posted at https://www.work.ua/resumes/14525386/