Єлизавета

YELYZAVETA KUPA
[open contact info](look above in the "contact info" section) • [open contact info](look above in the "contact info" section) • London

ABOUT ME
I would define my most valuable skills as being a quick learner and adapting promptly to new environments. I have
excellent customer service skills both in person and over the phone as well as strong attention to details and I am highly
organised. I am hardworking and ambitious. I work well on my own, being able to use my own initiative, but also enjoy
being part of a team. I am looking for a new role where I can add value and further develop my skills. I am fluent in
English, Ukrainian and Russian.

WORK EXPERIENCE
12.2024 - ongoing Customer Support Representative / Teleperformance (Remote, London, United Kingdom)
Provide high-quality customer service for a premium finance provider, assisting clients with inquiries, payments, and
account management.
Handle inbound and outbound calls, resolving customer issues efficiently while maintaining professionalism and
adherence to company policies.
Maintain detailed records of customer interactions using CRM software to ensure accurate tracking and follow-ups.
Work collaboratively with team members and supervisors to meet service level agreements and enhance customer
satisfaction.

04.2023 - 07.2023 Triage and Prevention Officer / Bexley Council (London, United Kingdom)
Conduct triage assessments to determine the housing needs and vulnerability of individuals and families at risk of
homelessness.
Implement preventative measures and develop customized action plans to address underlying issues and support clients
in maintaining their current housing situation.
Manage a diverse caseload, providing intensive support and guidance to clients facing homelessness, including liaising
with landlords, housing associations, and other agencies to secure appropriate accommodation.
Respond to inquiries from the general public and other professionals, providing accurate information on housing
options, eligibility criteria, and available support services.
Maintain accurate records and case files, ensuring compliance with data protection regulations and reporting
requirements.
Collaborate with internal teams, such as housing officers, social workers, and benefit advisors, to facilitate
comprehensive support for clients.

09.2022 - 01.2023 Welcoming Officer / Newham Council (London, United Kingdom)
Taking calls on the refugee helpline and dealing with a wide range of queries regarding the Homes for Ukraine scheme
Having supportive conversations with callers and referring them to various organisations that deal with issues such as
mental health
Supporting refugees to settle into the borough, advising them on how to obtain benefits, open bank accounts, gain BRP
status, enrol in ESOL
Lead support officer with regards to advising our clients on housing, the renting process for private rental sector and
carrying tenancy assessments
Delivering information sessions to clients interested in moving from sponsor home to private rental sector
Acting as a translator over the phone for colleagues and translating various documents for management into
Ukrainian/Russian.
Regularly updating the case management system ensuring all information is accurate
Taking part in creating and emailing monthly newsletter to guests and sponsors

11.2017 - 09.2022 Sales/Customer Support Specialist, GTHM (Remote, Kyiv, Ukraine)

Online-based retailer, producing and selling design phone cases, stickers and digital images via Etsy and Amazon platforms

Managing sales:
Setting up sales strategy (launching sales of specific products for specific dates and occasions, analysing the competitors
in the market, identifying current trends and implementing new products accordingly)
Preparing monthly reports on the store's activity, analysing data and adapting the sales strategy
Responsible for customer experience on the retailer web pages for multiple shops:
Helping customers to get acquainted with the store's offer, clarifying the features of certain products (material, size,
customization options, delivery modalities)
Assisting the client in choosing the best product according to their needs.
Resolving blocking situations to ensure a high level of customer satisfaction (delivery issues, products defects, missing
products, processing refunds)

SKILLS
IT: Adobe Photoshop, Illustrator, Lightroom; MS Office Suite, Outlook
Languages: English (Fluent), Ukrainian (Native), Russian (Native)
Communication and listening, stress-resistance, responsible