Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/14758996/

Work experience

Customer support agent

from 05.2023 to now (2 years 8 months)
CyberCare, NordSecurity (Tesonet), Львів (IT)

- Ensured and maintained high customer satisfaction levels (CSAT) consistently. Increasing customer satisfaction (CSAT) from 70% to 90% within two months.
- Improved own response quality (QA) from 78% to 92% in three months through efficient inquiry handling via email and chat.
- Took initiative to lead multiple strategic projects that supported company goals. Managed a team of 4 to create onboarding documentation, reducing new hire adaptation time by 20% and enabling faster independence.
- Directed a performance improvement project with 3 top performers, which increased the team’s average CSAT by 15% in just 2 months.
- Mentored and supported new team members by developing Personal Development Plans to ensure faster onboarding and professional growth
- Delivered feedback on the product’s admin panel to improve its functionality, streamline internal processes, and enhance the accuracy of handling customer inquiries.

Team Lead

from 09.2022 to 02.2023 (6 months)
Gaming App Start-up, Дистанційно (IT)

- Managed content creation team.
- Administered workflows and coordinated project tasks.
- Handled application content updates and ensured timely maintenance.
- Led a team, ensuring high performance and consistently strong results.

Waiter

from 07.2022 to 09.2022 (3 months)
Papashon, Львів (Харчова промисловість)

Education

Lviv Polytechnic National University

Computer Science, Львів
Higher, from 2020 to 2024 (4 years)

Additional education and certificates

IT Courses | Ampli (Front-End development - React.js, JS, Redux)

6 months

Knowledge and skills

• Відповідальність
• Уміння аналізувати
• Управління командою
• Адаптивність
• Неконфліктність
• Комунікабельність
• Лідерство
• Ведення CRM
• Zendesk
• CRM
• Висока працездатність
• Урегулювання конфліктів
• Критичне мислення
• Google

Language proficiencies

English — above average