Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/15985495/

Work experience

Customer support representative

from 11.2025 to now (11 months)
Uniwell, Дистанційно (IT)

As an Customer Support and Billing Agent, resolved thousands of customer
inquiries via email and chat in Zendesk, maintaining high quality scores while
consistently meeting volume targets.
Served as a reliable mentor, successfully guiding new hires through
onboarding and ensuring every mentee completed their trial period.

Тімлідер

from 08.2023 to now (3 years 2 months)
Simply Contact, Дистанційно (Телекомунікації, зв'язок)

Combining the positions of agent and coach, later added the activities of team leader. More in "Additional information".

Адміністратор

from 05.2021 to 10.2021 (6 months)
ТОВ "Aerohandling" та CSD Lab, Харків (Медицина, охорона здоров'я, аптеки)

Senior administrator of the COVID-19 biomaterial collection point, 11 subordinates. Organization of work at the point, work with Medcloud, reporting.

Бартендер

from 04.2019 to 02.2020 (11 months)
Taco Taco, гастро-бар, Харків (Готельно-ресторанний бізнес)

Preparing drinks, communicating with guests, monitoring the cleanliness of the workplace and the availability of all necessary ingredients.

Education

Yaroslav Mudryi National Law University

Faculty of Prosecution, Anti-Corruption Minor, Харків
Higher, from 2022 to 2024 (2 years)

Yaroslav Mudryi National Law University

Institute for Training Personnel for the Judiciary of Ukraine, Харків
Unfinished higher, from 2018 to 2022 (4 years)

Knowledge and skills

• Staff training
• Training method of teaching
• Compilation of training programs
• Technical support for users
• Team management

Language proficiencies

• English — above average
• Ukrainian — fluent

Additional information

Proven success in teaching and onboarding 100+ new agents and upskilling 300+ internal staff to drive compliance and efficiency. Expert in handling and training on complex flight compensation claims (EC261) and high-level escalations (CAA, CPA, ECC, and court cases). Known for developing fascinating and highly effective training programs that boost engagement and reduce time-to-proficiency.

Now working in Simply Contact as Agent - Trainer, combining with Team Leader's activities.

As a trainer, I

Eager to teach and have fun. Able to provide both fascinating and effective training, everyone involved, no one got bored.
Have more than 100 newbies teached and mentored, more than 300 internal agents teached new type of activity.
Teach and mentor new agents. Provide trainings, refreshes to internal agents to eliminate or reduce mistakes, increase average quality and quantity.
Speed up training and onboarding process.
Look for ways to imrove work process and our procedures, create or implement additional instruments to facilitate workflow.
Accurately manage database.

As an agent, I

Have more than 2000 closed cases.
Work with official claims regarding compensation for the flight disruption according to EC261.
Resolve claims from claim-companies, law-offices as well as cases Civil Aviation Authorities, Consumer Protection Authorities, Europian Concumer Centres and courts from different countries.

As a team-leader, I

Co-manage team of near 40 agents.
Provide feedbacks to the agents regarding their mistakes in case handling, as well as about their performance.
Provide reports.
Comminucate with customer.