Contact information

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Work experience

Customer support representative

from 12.2022 to 01.2026 (3 years 2 months)
uniwell, Дистанційно (IT)

Supported B2B payment platform operations and B2C customer support for subscription-based digital products, handling a high volume of live chats and email requests daily via Zendesk.

Worked with payment-related inquiries involving Visa, Mastercard, Apple Pay, and other payment methods processed through internal payment systems (including SolidGate).

Investigated subscription issues, failed payments, refunds, partial refunds, settlements, and void transactions using internal tools.

Assisted customers with dispute-related inquiries, payment verification, and chargeback prevention by collecting and validating required data (e.g., order ID, last four digits of card, transaction details).

Tracked and reviewed the full user payment journey, identifying where and why transactions failed or subscriptions were blocked.

Followed internal workflows and guidelines, using predefined macros, templates, and error indicators, while adapting responses based on case complexity.

Escalated technical and system-related issues to internal technical teams, providing clear case summaries and documented findings.

Maintained accurate case documentation in Zendesk to support internal investigations and cross-team collaboration.

Delivered clear explanations to customers regarding payment status, subscription activity, and next steps, ensuring high customer satisfaction despite complex or sensitive payment issue

Customer Support Agent

from 12.2020 to 12.2022 (2 years)
ServiceNow, Дистанційно (IT)

Handled over 400 live chat inquiries daily in English, Russian, and Ukrainian, achieving a 95%+ customer satisfaction rate.
• Improved response efficiency by 35% by optimizing chat procedures.
• Conducted blacklist screenings and client verifications.
• Supported visa application processes and booking documentation.
• Maintained CRM data accuracy and managed customer case tracking.
• Trained new employees on support workflows and tools, reducing onboarding time by 20%.

Customer support representative

from 09.2018 to 11.2019 (1 year 3 months)
Visit Ukraine, Удаленно (IT)

Education

VYTAUTAS MAGNUS UNIVERSITY

Master of Sociolinguistics and Multilingualism, Киев
Higher, from 2022 to 2025 (3 years)

GUTENBERG UNIVERSITY MAINZ

Master of Sociolinguistics and Multilingualism, Киев
Higher, from 2022 to 2025 (3 years)

TARTU UNIVERSITY

Erasmus+ Exchange Program, Киев
Higher, from 2022 to 2025 (3 years)

UKRAINIAN STATE UNIVERSITY

Bachelor of Philology, Харьков
Higher, from 2018 to 2022 (4 years)

Additional education and certificates

Erasmus+ Exchange Program TARTU UNIVERSITY

3 years

Covid - 19 Thesis Chicago 2020

1 year

Knowledge and skills

• Исполнительность
• Data management
• Space management
• Customer Satisfaction
• Technical Support
• Interdisciplinary
• Analytical Skills
• Customer Experience
• Written Communication
• Linguistic
• Customer Service
• Problem Solving
• Knowledge Acquisition
• Email Support
• Client Relations
• Documentation Assistance
• Stressful Situations

Language proficiencies

• English — advanced
• German — beginner
• Ukrainian — fluent
• Lithuanian — beginner
• Estonian — beginner

Additional information

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