Діана

CONTACTS
📞 [open contact info](look above in the "contact info" section) Case Manager
✉ [open contact info](look above in the "contact info" section) “Claim Justice”
3 months
🏠 Odessa, ready to work remotely
• Communicated with clients via phone and
SUMMARY email to understand case details and
provide updates
Detail-oriented and reliable professional • Prepared official letters for clients to send
with strong experience in client to financial institutions, supporting their
communication, workflow organization, claims and disputes
and handling financial and case-related • Guided clients through the process of
documentation. Skilled in using CRM and approaching banks and regulatory bodies
support systems such as HubSpot, Zoho, • Maintained organized records of
and Zendesk to manage cases efficiently, correspondence and case progress
maintain clear records, and ensure high
standards of service. Proficient in analyzing Document Specialist & Educational
transactions, processing payments and Consultant
refunds, and resolving issues with a “Action Refund”
solution-focused, empathetic approach. 2 years
Confident in managing complex tasks
independently and collaborating with teams • Action Refund Academy: Conducted
across departments. educational Zoom meetings with clients,
guiding them on how to approach banks
LANGUAGES and financial institutions for dispute
resolution
• English - Upper-Intermediate • Delivered clear and supportive
instructions to help clients understand key
procedures and communication strategies
EXPERIENCE • Document Department: Drafted and
prepared a wide range of official
Customer Support Representative documents, including dispute letters,
“Genesis” challenge letters, letters to regulators, and
10 months letters to regulated companies
• Created detailed police reports and
• Processed customer requests via email, crypto-investigation reports to support
tickets, live chat, SLA management, and clients in legal and financial recovery
macros. procedures
• Verified payments, issued refunds, analyzed • Ensured accuracy, compliance, and
transactions, and worked to prevent personalization in all documentation
chargebacks. prepared for various financial institutions
• Maintained accurate customer records and • Maintained detailed case files and
tracked case progress collaborated with other departments to
• Worked cross-functionally to resolve time- support successful outcomes
sensitive issues
• Adapted to fast-changing procedures and
support tools
 SKILLS ADDITIONAL EXPERIENCE
• Verbal and written communication skills English Language Instructor
• Proficiency in CRM systems: HubSpot, 5 years
Zoho, Zendesk
• Experience in handling financial • Delivered structured English lessons to
documentation and payment platforms. students of various ages and levels
• Drafting official letters for banks, • Developed strong communication,
regulators, and regulated companies presentation, and interpersonal skills
• Workflow and case management • Adapted teaching methods to individual
• Strong problem-solving and conflict- learning styles and needs
resolution abilities • Built trusting relationships with students
• High level of empathy, professionalism, and maintained a supportive learning
and clarity in client communication environment
• Data tracking and meticulous • Gained experience in explaining complex
recordkeeping ideas clearly and effectively—skills that
• Experienced user of Microsoft Office translate well to client-facing and
(Word, Excel, Outlook, PowerPoint) coordination roles
• Adaptability to evolving tools, procedures,
and client needs
• Ability to manage multiple cases
simultaneously with accuracy and attention
to detail

EDUCATION
• International Humanitarian University -
Faculty of Linguistics and Translation
(English)
• Ushinsky Pedagogical College