Микита

Resume

Natarov Mykyta

Age: 24
City of residence: Kharkiv
Marital status: Single
Contact phone number: [open contact info](look above in the "contact info" section)
e-mail: [open contact info](look above in the "contact info" section)

Experience

• Company name: «Energomira» LLC, Kharkiv
Position: Assistant to the Chief Metrologist
Period of work: 1 October 2020 – August 2023
Duties:
- Management of metrological and technical documentation
- Quality management at the enterprise
- Initial equipment check

• Company name: «Westron» LLC, Kharkiv
Position: Engineer, quality division
Period of work: 1 September 2023 – 31 December 2024
Duties:
- Support of the quality management system;
- Planning and conducting internal audits;
- Support and updating of the base of the company's regulatory documents;
- Conducting incoming product control;

• Company name: BNB Business Club, Germany
Position: Manager, sales department
Period of work: 01 January 2024 – 15 February 2024
Duties:
- Development and support of the client base of the business club;
- Promptly conducting negotiations and consultations with potential clients;
- Active use of the CRM system for effective sales monitoring and analysis;
- Ensuring quality communication with clients by phone and in writing;
- Work in close cooperation with the team to achieve common goals.

• Company name: WOW 24-7, USA
Position: Customer support representative, sales agent.
Period of work: 17 September 2024 – 12 February 2026
Duties:
- Provided multi-channel customer support, ensuring fast and accurate resolution.
- Managed billing, order, and account requests;
- Assessed customer needs and presented relevant service options to drive conversions and upsells;
- Processed payments, refunds, and service adjustments in accordance with internal policies;
- Handled escalations and complex complaints, applying de-escalation and retention practices.

• Company name: WOW 24-7, USA
Position: Customer support representative, sales agent.
Period of work: 17 September 2024 – 12 February 2026
Duties:
- Provided multi-channel customer support, ensuring fast and accurate resolution.
- Managed billing, order, and account requests;
- Assessed customer needs and presented relevant service options to drive conversions and upsells;
- Processed payments, refunds, and service adjustments in accordance with internal policies;
- Handled escalations and complex complaints, applying de-escalation and retention practices.

• Company name: Skylum, Ukraine
Position: Customer Support Representative, Technical Support Specialist
Period of work: 16 February 2026 – 30 April 2026
Duties:
- Provided customer support via corporate email, ensuring clear and timely communication with clients;
- Assisted customers with questions related to the company’s photo-editing applications and their functionality;
- Applied technical understanding of photo-editing software to identify, explain, and help resolve customer issues;
- Processed refund requests and other billing-related inquiries in accordance with company policies;
- Handled general customer requests, complaints, and service-related questions;
- Maintained accurate written communication and followed internal support procedure

Education
• Educational institution: Ukraine, Kharkiv National University of Radio Electronics
Degree: Bachelor
Name of specialty: Metrology and technical expertise
Study period: 2018 – 2022
• Educational institution: Ukraine, Kharkiv National University of Radio Electronics
Degree: Master's degree
Name of specialty: Metrology and information-measuring technology
Study period: 2022 – 2024
• Educational institution: Ukraine, National Technical University “Kharkiv Polytechnic Institute”
Degree: PhD student
Name of specialty: Applied mechanics
Study period: 2025 – Present day.

Skills and abilities

• English (C1)
• MS Office (Excel, Word, PowerPoint)
• CRM proficiency (customer database management)
• Ticketing systems & case management
• B2B/B2C sales experience
• Lead qualification, upselling & cross-selling
• Objection handling & sales closing
• Customer retention & complaint resolution
• Conflict de-escalation & escalation management
• Multi-channel communication (phone, email, chat)
• KPI/SLA-driven performance (CSAT, AHT, conversion)
• Payment processing, refunds & service adjustments
• Quality control & compliance with internal policies
• Cross-functional coordination (Support/Ops/QA)
• Documentation accuracy & attention to detail
• Data analysis & interpretation (research/technical datasets)
• Research methodology & academic writing (PhD, Applied Mechanics)
• Scientific presentations & reporting
• Basic Adobe Photoshop
• AI-assisted workflow tools (ChatGPT, Writesonic)
• Self-organization & time management
• Multitasking & prioritization
• Stress tolerance
• Result orientation
• Flexibility / adaptability
• Creativity
• Reliability / accountability
• Purposefulness & persistence
• Technical customer support for software products
• Photo-editing software understanding
• Troubleshooting of application-related issues