Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/18125949/

Work experience

Customer care specialist

from 12.2021 to now (4 years 10 months)
Company under NDA, Дистанційно (IT)

With over 8 years of experience in customer support, account management, team supervision, and quality assurance, I have a proven track record of leading multilingual customer interactions (English, Ukrainian, Russian) and driving support excellence. I specialize in building high-quality customer-care processes, mentoring teams, and improving service standards.
Experienced in building QA processes from scratch and improving workflows across multiple departments.
- Led teams, ensured service quality, and optimized support operations.
- Skilled in working with tools like Salesforce, Zendesk, Jira, and Notion.
- Created and localized scripts, templates, and knowledge base articles.
- Completed the management and leadership training, participated in extensive customer service workshops, and hold an Apple certification.

Customer support representative

from 07.2016 to 09.2020 (4 years 3 months)
Clario, Дистанційно (IT)

I worked in Clario as a Customer support agent, Teamlead, QA specialist

My main responsibilities were the following:
- Resolving customers' requests via chat, email, phone; Monitoring shift workflow;
- Teamwork improvement and motivation; Improvement of agents qualifications and newcomers education
- Goal setting and its achievement;
- Co-operation with agents, QA, and the developer's team;
- Solving hard cases and unusuals;
- Team time management and penalties tracking;
- Evaluation of agent's calls, chats, and emails;
- Monitoring CSAT.

Education

ВНУ імені Лесі Українки

Іноземна філологія, Луцьк
Higher, from 2011 to 2016 (5 years)

Knowledge and skills

• Result orientation
• Responsibility
• Proactivity

Language proficiencies

• Ukrainian — fluent
• English — above average
• German — beginner