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Work experience

Customer support operations (Team Lead)

from 02.2024 to 01.2026 (2 years)
Window Repair NYC, Remote (Construction, architecture, interior design)

Led and scaled a remote customer support team providing chat, email, phone, and social media support for a fast-growing beauty e-commerce brand.

Designed support workflows, escalation paths, and QA standards to ensure consistent service quality.

Managed daily operations including shift planning, ticket queues, performance reviews, and SLA compliance.

Partnered with marketing and logistics teams to resolve order issues, refunds, delivery delays, and product concerns.

Improved CSAT and repeat purchase rates through proactive customer engagement and process optimization.

Built internal knowledge bases and response templates, reducing average handling time and onboarding for new employees.

Sales manager

from 01.2023 to 01.2024 (1 year)
Instagram-Based Beauty & Lifestyle Store (Remote), Remote (Beauty, fitness, sports)

Managed customer service operations for a social-commerce business selling skincare beauty and lifestyle products via Instagram and WhatsApp.

Combined sales and support, handling product inquiries, order placement, upselling, complaint resolution, and post-purchase follow-ups.

Responded to high volumes of DMs, chats, and emails while maintaining fast response times and conversion rates.

Tracked orders, handled returns/refunds, and coordinated with fulfillment partners.

Analyzed customer feedback and buying behavior to support marketing and pricing decisions.

Customer support representative

from 01.2021 to 12.2022 (2 years)
Digital Banking & Financial Services Company (Remote), Remote (Finance, banking, and insurance)

Provided frontline customer support for a fintech/banking platform via chat, email, and phone.

Assisted customers with account issues, transactions, verification processes, and general platform usage.

Resolved complaints professionally while adhering to financial compliance and data privacy standards.

Logged all interactions accurately in CRM systems and escalated complex issues when required.

Maintained high accuracy, professionalism, and customer satisfaction in a regulated environment.

Customer support representative

from 02.2020 to 12.2020 (11 months)
Online Health Services Platform (Remote), Remote (Medicine, pharmacy)

Supported users of a digital health platform by handling inquiries related to services, appointments, and general health information.

Communicated clearly and empathetically with customers via chat and email.

Ensured accurate documentation and compliance with internal policies.

Contributed to knowledge base updates to improve consistency and response quality.

Education

Taras Shevchen National University, Kyiv

Management Technology, Kyiv
Higher, from 2015 to 2019 (4 years)

Additional education and certificates

Certificate in Customer Experience Management

2020, 6 months

Advanced Customer Support & Service Excellence

2020, 6 months

CRM & Ticketing Systems (Zendesk, Freshdesk, Intercom)

2020, 3 months

Sales Communication & Conversion Optimization

2021, 6 months

Conflict Resolution & De-escalation Techniques

2021, 3 months

Remote Team Collaboration & Productivity (2021)

2022, 6 months

Customer Retention & Loyalty Strategies

2023, 6 months

Fundamentals of E-commerce Operations

2023, 6 months

AI Tools for Customer Support & Productivity

2025, 6 months

Knowledge and skills

• Ability to work in multitasking mode
• Data management
• Understandability
• Microsoft Copilot
• Space management
• Microsoft clarity
• MS Office
• MS Excel
• Management of CRM
• Zendesk
• Customer orientation
• Google Drive
• Google Sheets
• Google Meet
• User ChatGPT

Language proficiencies

• English — fluent
• Ukrainian — beginner

Additional information

I am a result-driven customer support professional with hands-on experience across e-commerce, finance, healthcare, and social commerce environments. I bring a strong balance of empathy, structure, and accountability to every role I work in.

My background in both support and sales allows me to understand customer needs deeply, and take ownership of customer outcomes. I am seeking an opportunity where I can help scale support operations, improve customer experience, and deliver measurable impact.

I would love the opportunity to discuss how my skills and experience can support your company goals. Feel free to reach me via email or telegram.