Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/17158108/

Work experience

Incident-CS manager, Customer Success Representetive, Fraud analyst

from 01.2017 to now (9 years 10 months)
Lionentry, Дистанційно (IT)

Provided high-quality support for French and English speaking customers, resolving complex inquiries via email and ticketing systems, as well as performing content moderation. Evaluated high-risk account activity and identified sophisticated scam patterns to mitigate platform risk and reduce financial loss. Identified potential bugs, created bug tickets, and reported them to the tech and product responsible departments in the role of an incident manager.

Client service representative

from 07.2011 to 03.2020 (8 years 9 months)
Austrian Airlines, Львів (Транспорт, логістика)

Consulting with customers via phone and email regarding bookings/rebooking, refunds and general services. Monitoring for fraudulent payments, and tracking lost baggage. Coordinating and communicating effectively with other responsible departments and demonstrating the ability to act decisively during force majeure and stressful situations.

Education

ЛНУ ім. І. Франка

Французька та англійська мови і світова література, Львів
Higher, from 2006 to 2011 (5 years)

Knowledge and skills

• Data management
• Jira
• Confluence
• Написання bug reports
• Task management
• Stripe
• Technical support for users
• Legal support of sales
• Empathic
• Slack
• Microsoft 365
• MS Excel
• MS Outlook
• Zendesk
• Payment processing
• Здатність до навчання
• Старанність
• Стресостійкість
• Емпатійність
• Lasso Linear Chargebee Adyen

Language proficiencies

• French — advanced
• English — above average
• Polish — beginner