Дмитро

DMYTRO SNOPOK
Customer Support Representative
Mena, Ukraine

[open contact info](look above in the "contact info" section)

Date of birth 08.01.2000 Nationality Ukrainian

EMPLOYMENT HISTORY

Customer Support Representative, MAKEUP Feb 2024 — Aug 2024

• Respond to Customer Inquiries
Handling questions via phone, email with clarity and empathy.
• Resolve Complaints and Issues
Investigation of problems, offering solutions, and follow up to ensure customer satisfaction.
• Process Orders and Transactions
Assistance with purchases, returns of orders, refunds.
• Coordination with Technical Team
Escalation of advanced technical concerns to appropriate teams and ensure timely follow-up with clients until
resolution is achieved.

Customer Support Team Lead, MAKEUP Aug 2024 — Nov 2024

• Team Management and Development
Leading of the recruitment, training, mentoring, and coaching of support representatives, fostering a collaborative
environment that drives high performance.
• Performance Monitoring
Tracking of key quantitative and qualitative metrics like response and resolution time, number of customer emails,
processed orders.
• Process Optimization
Evaluation and refining of support workflows to improve efficiency and quality.
• Escalation Handling
Serve as the trusted point of contact for challenging customer issues, partnering with relevant teams to ensure
prompt and effective resolution.
• Reporting
Preparation of reports on team performance, order volumes, key financial metrics and debt management.

Customer Support Representative, EverHelp Mar 2025 — Present

• Account & Billing Assistance
Assistance with managing monthly plans, update payment methods, understand charges, and resolve billing
disputes with clarity and empathy. Guiding users through premium features like live chat with case managers,
document review tools, online notarization, or court filing services.
• Refund & Cancellation Handling
Addressing refund and Cancellation requests with professionalism and compassion.
• Compliance & Data Privacy
Reinforcing trust by explaining how user data is protected, especially in sensitive cases involving children, finances,
or domestic concerns.
 • Feedback Collection for Improvement
Capturing insights from cancellations, complaints, and praise to inform product and support enhancements.
• Managing General Inquiries About Divorce process and Documentation
Respond to broad questions about divorce procedures, required forms, and platform capabilities—providing clear,
non-legal guidance to help users feel confident and informed.

EDUCATION

Kyiv National Linguistic University Sep 2017 — Jun 2021
The Faculty of Oriental Studies (Japanese Language and Literature) -Bachelor's Degree Kyiv

Specializations Include:
• Japanese Language & Literature;
• English Language;
• Japanese–English Translation;
• Eastern Philology — encompassing Linguistics, Literary Studies, and Translation Studies.

National University of Kyiv-Mohyla Academy Sep 2021 — Jul 2023
English and Ukrainian Languages with Communication Studies - Master's Degree Kyiv

Specializations Include:
• Advanced proficiency in English and Ukrainian (written, spoken, academic)
• Intercultural communication and audience adaptation
• Textual expertise in semantics, pragmatics, and discourse analysis
• Editing and interpretation of academic, journalistic, and literary texts

SKILLS

Communication Adaptability
Empathy Collaboration
Patience CRM (Zendesk, 1C)
Time-management Documentation and Reporting
Attentiveness Data Privacy Awareness

LANGUAGES

English B2 Japanese B1