Contact information

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Work experience

Customer Support & Onboarding Specialist

from 09.2021 to 05.2026 (4 years 9 months)
NDA, Remote (IT)

- Multi-chat support & metrics: handled 50 to 100 concurrent
chats and emails a day (Intercom, Zendesk), sustaining CSAT
above 92% and a 90% onboarding-completion rate.
- SLA ownership & workflow design: owned first-response SLAs
for the team, cutting median response time from about 20
minutes to about 1 minute through automation, templates, and
tighter routing without sacrificing quality.
- Root-cause & voice of the customer: investigated complex
cases beyond template answers, spotted recurring friction
patterns, and routed clear, well-documented findings to product
and engineering.
- AI-native support: built a Custom GPT knowledge assistant
grounded in product, billing, and technical docs (with a source
hierarchy to curb hallucination), a real-time RAG copilot, and an
auto-acknowledgement automation iterated through 7 versions
on live tickets.

Volunteer Moderator & Content Writer

from 05.2021 to 08.2021 (4 months)
TereTere, Remote (IT)

▸Moderated community content and produced written materials in a cross-cultural, multilingual remote environment.

Customer Care Expert

from 03.2018 to 02.2019 (1 year)
Teleperformance, Remote (Telecommunications and networking)

▸Resolved high-volume customer inquiries in a fast-paced BPO environment, developing foundational skills in de-escalation, CRM tools, and process efficiency.
▸Gained exposure to enterprise-scale operations, serving clients across diverse demographics and supporting SLA compliance.

Insurance Agent

from 06.2016 to 10.2017 (1 year 5 months)
Pioneer Insurance, Remote (Finance, banking, and insurance)

▸Drove direct sales and customer relationship management, building persuasion, needs-assessment, and client trust skills foundational to later customer success roles.

Education

Zero To Mastery Academy

Python Development, Kyiv
Specialized secondary, from 2026 to 2026 (less than 1 year)

Python, Flask, data science, automation, security, FastAPI, AI/LLM Engineering

University of the People

B.S. Business Administration (Honours), Kyiv
Higher, from 2019 to 2026 (7 years)

Completed while working full-time during an active war; Honours List

Additional education and certificates

Prompt Engineering Bootcamp (LLMs & AI)

2026, 1 month
Certificate

Introduction to FastAPI

2026, 1 month
Certificate

Certificate in Marketing

2026, 6 months
Certificate

Certificate in Finance

2026, 6 months
Certificate

Intro to AI Engineering

2025, 1 month
Certificate

Google AI Essentials

2026, 2 months
Certificate

Zendesk Customer Service Professional Certificate

2024, 2 months
Certificate

Creating Positive Conversations with Challenging Customers

2024, 2 months
Certificate

Customer Service: Handling Abusive Customers

2024, 2 months
Certificate

Building Rapport with Customers (2022)

2026, 2 months
Certificate

Customer Service: Problem-Solving and Troubleshooting

2024, 2 months

Professional Diploma in Corporate Management

June 2024, 1 month
Certificate

Customer Service Foundations

2024, 1 month
Certificate

Advanced Prompt Engineering Techniques

2024, 2 months
Certificate

Prompt Engineering with Gemini

2024, 1 month
Certificate

Mastering SEO: How to Develop a Superior SEO Strategy

2024, 3 months
Certificate

ChatGPT for Everyone

2024, 1 month
Certificate

IBM New Collar: Customer Engagement Specialist

2022, 3 months
Certificate

Customer Service Fundamentals

2022, 1 month
Certificate

Technical Support Fundamentals

2021, 2 months
Certificate

Become a Conversational Support Expert

2021, 1 month
Certificate

Customer Services

2021, 1 month
Certificate

Enterprise Blockchain Professional

2021, 6 months
Certificate

Blockchain Basics

2021, 3 months
Certificate

Delivering a world-class customer support experience

2021, 1 month
Certificate

NUTR105x: Nutrition and Cancer

2021, 2 months
Certificate

Teach English Now! Foundational Principles

2020, 2 months
Certificate

Knowledge and skills

• Attentiveness
• English Communication
• Technical support for users
• Customer Onboarding
• Community Moderator
• Cryptocurrency Trading
• Trading bot
• Consulting
• Quality Assurance
• Retrieval-Augmented Generation (RAG)
• Custom GPTs
• Vibe Coding

Language proficiencies

English — advanced

Additional information

PROFESSIONAL SUMMARY
A customer support specialist with over six years in customer-facing
roles, nearly five of them supporting a technical B2C SaaS product,
where I became the team's go-to product expert and the person who
made support faster. Day to day I handled 50 to 100 chats and emails
(Intercom, Zendesk) at CSAT above 92%, and I cut median firstresponse
time from about 20 minutes to about 1 minute by building
automation and tightening workflows. I genuinely build with AI: I create
RAG assistants, Custom GPTs, and support automations, and I code in
Python, so I troubleshoot technical issues to the root rather than
escalating them away. Impeccable written English, calm under
pressure, at my best remote-first.
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CORE COMPETENCIES
AI & Development:Python · FastAPI · REST APIs · Prompt Engineering · RAG Systems · LLMs · Vibe Coding · Web Scraping · Automation · Streamlit

AI Tools:Claude Code · Cursor · OpenCode · Codex · GitHub Copilot · Orchids · Lovable · VS Code

Customer Support and Onboarding: Zendesk · De-escalation · Troubleshooting · Retention · Omnichannel Support · Intercom

Business Administration: Management · Affiliate Marketing · SEO · Strategic Planning · Entrepreneurship

Languages: Cebuano (Native) · Filipino (Native) · English (Professional)
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PROJECTS & PORTFOLIO
Clawback Reimbursement Web App | clawbackreimbursement.com
▸Built and deployed a production full-stack web application for a client using AI-augmented development (Claude Code, Cursor). Demonstrates end-to-end ownership from ideation to live deployment.

Mini Rubber Ducky RAG Chatbot | mini-rubber-ducky-chat.streamlit.app
▸Designed and deployed a Retrieval-Augmented Generation (RAG) chatbot using Python and Streamlit, hosted publicly. Demonstrates practical understanding of LLM pipelines, vector retrieval, and rapid prototyping.

Guild Loot Automation Tool (MU Online)
▸Identified a real operational pain point as Guild Master and used AI coding agents to build an automated loot-distribution table, the project that launched a full journey into Python, Git, AI engineering, and full-stack development.

Melomi (melomi.app): an iOS app turning
▸ feelings into personalized AI-generated songs, with Siri integration and shareable gift links.