Personal information hidden

OBJECTIVE
I am an experienced Customer Support Representative delivering
excellent KPI results. I specialize in resolving customer issues
quickly, handling complaints effectively, and ensuring a smooth
customer experience. In my previous role, I assisted website/app
users, resolved issues, conflict situations, and handled high-value
transactions. Also trained and mentored new agents to improve
team performance and quality standards. Consistently achieved 95-

MALCHEVSKA 100% QA scores and reduced average resolution time by 30%.

ANASTASIIA I’m currently looking for new opportunities, and I am open to roles
in the Human Resources field. One of my key strengths is
communication - I easily connect with people and build trust, which
I believe is extremely important for working in HR. With a strong
Odesa, Ukraine passion for people and processes, I’m motivated to contribute to a
[open contact info](look above in the "contact info" section) team where I can grow.
Telegram @am_anastasiia_am

EDUCATION AND EXPERIENCE
LANGUAGES
September 2018 - July 2022 - Petro Mohyla Black Sea National
University(Finance, banking, insurance with advanced study of
Ukrainian foreign language - bachelor degree)
Russian
English (C1) September 2022 - August 2025 - Customer support representative
in Helpware company, e-commerce marketplace project(Tier 1,
Spanish (A1) from March 2025 Tier 2, fully remote).
Provide customer support to website/app users, handle
customer complaints by offering appropriate solutions and
CERTIFICATES following up to ensure resolution.
Communicate with customers through various channels,
Basics of project including chat, ticket, live chat and email.
Maintain accurate records of customer interactions,
management transactions, and feedback.
Train and assist agents, helping them improve their customer
Fundamentals of support skills and follow best practices.
managing teams and Enter and update data in CRM systems and other online
platforms.
projects in IT

The Art of Care:Modern
SKILLS
Practices for HR

Efficient presentations Customer Support Communication & Team
Problem Solving & Conflict Collaboration (Slack,
Resolution Teams, Jira, Trello)
Business English Microsoft Office & Google Process Optimization &
Workspace, MacOS Training agents
HR Foundation, HR Communication skills Tools: Textexpander,
Multitasking, teamwork Magical, Grammarly, VPN,
Career: Roles,
CRM & Data Management Canva
Competences and (Playvox, Ticketron, monday, Analytical skills
Challenges Confluence, BambooHR) Attentive to details