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Customer support representative
- Considering positions:
- Customer support representative, Account manager, Customer care specialist, Customer success specialist
- City:
- Kyiv
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DARYNA ZORENKO
Customer Support Specialist (Remote / B2B & Tech)
Kyiv, Ukraine | [open contact info ](look above in the "contact info" section) | Linkedln
PROFESSIONAL SUMMARY
Detail-oriented Customer Support Specialist with 2+ years of experience in high-volume
banking and tech-enabled e-commerce environments. Skilled in delivering empathetic,
fast-paced cross-channel support (Live Chat & Email) while maintaining high SLA and CSAT
benchmarks. Proven expertise in technical consultations, complex dispute resolution, and
cross-functional ticket escalation. IELTS B2 certified with strong adaptability for shift-based
remote operations.
WORK EXPERIENCE
PrivatBank | Kyiv, Ukraine
Customer Service Specialist | Feb 2026 – Present
● Omnichannel Technical & Live Support: Provided fast-paced consultations and
prompt issue resolution via internal systems and live communication channels,
upholding strict quality standards.
● Ticket Escalation & Investigation: Performed initial issue diagnostics and managed
structured ticket handoffs to specialized technical/operations teams without context
loss.
● De-escalation & Empathy: Handled high-stress customer queries and complex
complaints, maintaining an empathetic attitude while effectively resolving account
and transaction issues.
● Workflow Management: Temporarily executed Deputy Branch Manager duties,
prioritizing daily tasks, organizing team schedule, and managing high-volume
operations.
E-commerce Project (Instagram Store)
Customer Support & Client Manager | 2024 – Present
● Live Chat & Email Communication: Managed end-to-end asynchronous and
real-time customer communication via direct messages, chats, and emails,
maintaining prompt response times.
● Product Literacy & Retention: Mastered deep product terms, offers, and inventory
functions to provide immediate assistance, reducing query processing times and
driving customer loyalty.
● CRM Data Integrity: Systematically updated customer records in MyDrop CRM,
tracking inquiry histories to personalize resolutions and streamline repeat
interactions.
SKILLS & COMPETENCIES
● Support Channels: Live Chat Support, Email Ticketing, Dispute Resolution,
First-Contact Resolution (FCR), Client Onboarding.
● Technical Literacy & Tools: CRM Systems (MyDrop), Internal Banking Databases,
Asynchronous Communication Apps, Data Entry & Typing.
● Operational Strengths: Multitasking under pressure, Escalation Management,
Product Terms Mastery, Shift Adaptability.
EDUCATION & CERTIFICATIONS
● National University of Kyiv-Mohyla Academy
Bachelor’s Degree in Management (073) | 2022 – 2026
● IELTS Certificate
Certified English Proficiency: B2 Level (Upper-Intermediate)
Customer Support Specialist (Remote / B2B & Tech)
Kyiv, Ukraine | [
PROFESSIONAL SUMMARY
Detail-oriented Customer Support Specialist with 2+ years of experience in high-volume
banking and tech-enabled e-commerce environments. Skilled in delivering empathetic,
fast-paced cross-channel support (Live Chat & Email) while maintaining high SLA and CSAT
benchmarks. Proven expertise in technical consultations, complex dispute resolution, and
cross-functional ticket escalation. IELTS B2 certified with strong adaptability for shift-based
remote operations.
WORK EXPERIENCE
PrivatBank | Kyiv, Ukraine
Customer Service Specialist | Feb 2026 – Present
● Omnichannel Technical & Live Support: Provided fast-paced consultations and
prompt issue resolution via internal systems and live communication channels,
upholding strict quality standards.
● Ticket Escalation & Investigation: Performed initial issue diagnostics and managed
structured ticket handoffs to specialized technical/operations teams without context
loss.
● De-escalation & Empathy: Handled high-stress customer queries and complex
complaints, maintaining an empathetic attitude while effectively resolving account
and transaction issues.
● Workflow Management: Temporarily executed Deputy Branch Manager duties,
prioritizing daily tasks, organizing team schedule, and managing high-volume
operations.
E-commerce Project (Instagram Store)
Customer Support & Client Manager | 2024 – Present
● Live Chat & Email Communication: Managed end-to-end asynchronous and
real-time customer communication via direct messages, chats, and emails,
maintaining prompt response times.
● Product Literacy & Retention: Mastered deep product terms, offers, and inventory
functions to provide immediate assistance, reducing query processing times and
driving customer loyalty.
● CRM Data Integrity: Systematically updated customer records in MyDrop CRM,
tracking inquiry histories to personalize resolutions and streamline repeat
interactions.
SKILLS & COMPETENCIES
● Support Channels: Live Chat Support, Email Ticketing, Dispute Resolution,
First-Contact Resolution (FCR), Client Onboarding.
● Technical Literacy & Tools: CRM Systems (MyDrop), Internal Banking Databases,
Asynchronous Communication Apps, Data Entry & Typing.
● Operational Strengths: Multitasking under pressure, Escalation Management,
Product Terms Mastery, Shift Adaptability.
EDUCATION & CERTIFICATIONS
● National University of Kyiv-Mohyla Academy
Bachelor’s Degree in Management (073) | 2022 – 2026
● IELTS Certificate
Certified English Proficiency: B2 Level (Upper-Intermediate)
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The candidate's resume is posted at https://www.work.ua/resumes/16997089/