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 (usability, payments, transactions, tech
issues, refunds, disputes), conflict situations, and handled high-
value transactions. Also trained and mentored new agents to
MALCHEVSKA improve team performance and quality standards. Consistently

ANASTASIIA
achieved 95-100% QA scores, handled 130–150 replies daily, and
reduced average resolution time by 30%.

I am a strong communicator, a team player, and always eager to
Odesa, Ukraine learn. Looking to grow into a higher role, I want to use my skills to
[open contact info](look above in the "contact info" section) improve processes and enhance service quality.
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
Spanish (A1)
project(Tier 1, 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,
including chat, ticket, live chat and email.
Maintain accurate records of customer interactions,
English for career growth 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

English for business and
SKILLS
entrepreneurship

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
English for media literacy Communication skills Tools: Textexpander,
Multitasking, teamwork Magical, Grammarly, VPN,
CRM & Data Management Canva
Basics of project (Playvox, monday,Ticketron, Analytical skills
management Confluence, BambooHR) Attentive to details