Anna

ANNA SHURAKOVA
Customer support (remote, full time)

Education
T.H. Shevchenko National University "Chernihiv Colehium"
Faculty of Preschool, Primary Education and Arts (Pre-school
education)

2015 - 2019

Work Experience
VeliBC
[open contact info](look above in the "contact info" section) Customer Care Agent (ISL)

[open contact info](look above in the "contact info" section) Managed customer support inquiries via chat and email.
Assisted customers with platform products and services.
February
Chernihiv, Ukraine Resolved technical and payment-related issues.
2026 –
Conducted KYC account verification procedures.
Present
Escalated complex cases and collaborated with internal
Hard skills: departments.

Customer Support Tools: Zendesk,
Quarks Tech
LiveChat, Helpdesk
Experience with CRM systems Customer Support Representative
Customer support through chat, email, Managed customer inquiries via email, chat, and phone,
and phone communication resolving issues efficiently and ensuring customer
Experience using VoIP systems satisfaction.
(Zadarma) Processed payments and handled refund requests,
May 2020
Knowledge of payment systems and ensuring accuracy and compliance with company
–
policies.
transaction processing February
Utilized CRM systems (Zoho, Zendesk) to track and resolve
MS Office / Google Workspace (Excel, 2026
support tickets, maintaining detailed customer interaction
Word, Docs, Sheets)
records.
Excellent typing and written Collaborated with other departments to address complex
communication skills issues and provide tailored solutions for clients.
Strong time management and
deadline adherence Bierwelle, Chernihiv (Brewing and Retail)
Remote collaboration tools (Slack,
Sales Assistant / Cashier
Zoom, etc.)
Presentation and sale of company products and related

Soft skills: June 2018 –
goods, customer consultations on products and
promotions, and handling customer objections in
May 2020
Active learning; accordance with established service standards (scripts).
Flexibility and adaptability; Collaborated with employees from various departments
Communication skills; and coordinated their actions.
Problem-solving; Maintained financial and accounting records.

Attention to detail;
Pedagogical internship, Chernihiv, Ukraine
Teamwork;
Time management; Responsibilities included:

Emotional intelligence. making lesson plans;
2016 directly conducting lessons and assessing students' skills
Language: – and knowledge;
2019 filling in the accompanying documentation;
English (B1)
participation in class meetings and discussion of current
Ukrainian (native)
topics.