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Customer support representative

City of residence: Kyiv
Ready to work: Remote
City of residence:
Kyiv
Ready to work:
Remote

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Yuliia Kashchenko
Customer Support Specialist
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) Bangkok, Thailand

Profile Skills
Experienced Customer Support Specialist with 7+ years in FinTech Customer communication
and a strong background in sales and billing support, including 2
years as a Billing Team Lead.
Skilled in addressing customer inquiries and resolving issues Troubleshooting and
efficiently in positive and professional tone to ensure high satisfaction problem-solving
levels.

Helpdesk/Ticketing systems
(Zendesk/Kayako)
Education
Kyiv National Economic University Sep 2014 - Mar 2020 CRM systems (Bitrix24)
Banking and Finance

Drahomanov National Pedagogical Sep 2014 - Dec 2020 Ownership and accountability
University
English and Italian Philology
Training & Onboarding

Employment
Sales Manager Oct 2022 - Oct 2025 Languages
engaged with newly registered customers to support onboarding
identified customers needs and guidanced on product features Ukrainian
handled questions and objections
built long-term rapports with customers, ensuring retention
English
maintained accurate records in CRM systems
consistently achieved KPI-s
Italian
Billing Support Manager Jul 2018 - Oct 2022
assisted customers with payment processing
investigated and resolved payment issues Spanish
monitored transactions to ensure compliance with internal
policies
implemented process improvements to increase efficiency and Russian
reduce recurring payment issues
led a billing support team, providing onboarding and ongoing
performance feedback
Qualities
Empathy

Attention to detail

Conflict resolution

Team leadership

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The candidate's resume is posted at https://www.work.ua/resumes/15910591/