Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/18300765/

Work experience

Back office specialist

from 05.2025 to now (1 year 2 months)
Hotel Swaps, Дистанційно (IT)

•Managed daily operations for an international hotel exchange platform, ensuring smooth communication between clients and hotel partners
•Supervised the full reservation lifecycle, including booking confirmations, amendments, cancellations, payment-related inquiries, and special accommodation requests
•Maintained and updated CRM systems, customer databases, and booking records with a strong focus on accuracy and operational consistency
•Assisted with onboarding new hotel partners by coordinating property setup, verifying listing information, and ensuring compliance with platform standards
•Worked directly with hotel representatives to resolve booking conflicts, overbookings, guest complaints, and service-related issues in a timely manner
•Monitored operational workflows and identified areas for improvement, helping optimize internal procedures and response times
•Prepared reports, handled administrative documentation, and supported internal coordination between customer service and operations teams
•Delivered high-quality customer service while managing multiple tasks in a fast-paced environment and meeting internal performance expectations
•Helped improve customer retention by providing professional issue resolution and maintaining positive client relationships
•Supported content updates for hotel listings, booking information, and platform communications

Customer Support Representative

from 10.2024 to 05.2026 (1 year 8 months)
YourTicketnet, Дистанційно (Телекомунікації, зв'язок)

•Provided multilingual customer support for an international ticketing platform through email, live chat, and phone communication channels
•Assisted customers with ticket purchases, payment verification, event schedules, seating information, and delivery timelines
•Maintained a customer satisfaction score above 90% by delivering professional, accurate, and solution-oriented support
•Managed post-sale operations, including order confirmations, delivery coordination, ticket replacements, and refund requests
•Investigated and resolved complex customer concerns related to delayed deliveries, incorrect orders, canceled events, and payment disputes
•Coordinated with internal departments and external ticket providers to ensure efficient order processing and issue resolution
•Worked under strict response-time targets while maintaining high service quality and attention to detail
•Handled high volumes of customer inquiries during peak sales periods and major international events
•Documented all interactions and case resolutions accurately within CRM and ticketing systems
•Contributed to improving customer experience by identifying recurring issues and suggesting process improvements

Direct-менеджер

from 01.2023 to 09.2024 (1 year 9 months)
DoorDash, Дистанційно (Маркетинг, реклама, PR)

•Provided real-time operational support to customers, delivery couriers, and restaurant partners within a high-volume food delivery environment
•Resolved a wide range of order-related issues, including delayed deliveries, missing items, payment problems, account access issues, and courier incidents
•Processed refunds, compensations, and urgent escalations according to company policies and customer service standards
•Coordinated communication between merchants, drivers, and customers to ensure timely issue resolution and order fulfillment
•Worked efficiently under pressure while managing multiple live cases simultaneously and meeting strict performance KPIs
•Monitored service quality and maintained professionalism during difficult customer interactions and escalation cases
•Used internal support systems and CRM tools to document cases, track resolutions, and maintain accurate records
•Assisted in identifying operational bottlenecks and recurring delivery issues to support service improvement initiatives
•Demonstrated strong problem-solving skills, multitasking abilities, and adaptability in a fast-paced remote support environment
•Consistently achieved and exceeded productivity, response time, and customer satisfaction targets

Recruiter

from 10.2020 to 12.2022 (2 years 3 months)
Bridge Solutions, Дистанційно (Пошук персоналу, HR)

•Managed full-cycle recruitment support for entry-level and customer service positions across international markets
•Screened candidate applications and conducted initial HR interviews to evaluate communication skills, experience, and cultural fit
•Coordinated interview scheduling between candidates and hiring managers across multiple time zones
•Maintained accurate candidate records and recruitment pipelines within CRM and ATS systems
•Assisted with onboarding processes, documentation collection, and new hire communication
•Collaborated with hiring teams to understand staffing needs and improve candidate sourcing strategies
•Published and updated job postings across recruitment platforms and social media channels
•Conducted candidate follow-ups and maintained professional communication throughout the hiring process
•Helped reduce hiring turnaround times through improved coordination and workflow organization
•Supported administrative reporting and recruitment analytics for internal team reviews

Education

КНТУ

Інженер, Кропивницький
Higher, from 2008 to 2013 (5 years)

Knowledge and skills

• Case management
• Чесність
• Jobber
• Уважність
• Пунктуальність
• Task management
• HR-аналітика
• Комунікабельність
• Ведення CRM

Language proficiencies

• English — advanced
• Polish — beginner

Additional information

PROFESSIONAL SUMMARY
Customer Support & Operations Specialist with proven experience in reservation management, international ticketing platforms, and HR coordination processes.
Skilled in managing end-to-end booking operations, handling high-volume customer communication, and maintaining accurate CRM workflows. Demonstrated ability to resolve complex issues efficiently while ensuring a high level of customer satisfaction.
Experienced in cross-functional collaboration, supporting recruitment processes, and improving operational workflows. Known for strong organizational skills, attention to detail, and the ability to perform effectively in fast-paced environments.