Contact information

The job seeker has entered a phone number , email and LinkedIn.

You can get this candidate's contact information from https://www.work.ua/resumes/18820365/

Work experience

Customer Support Agent

from 10.2025 to 05.2026 (8 months)
Rockethash, Дистанційно (IT)

- Handled high-volume inquiries in English, delivering fast, accurate resolutions.
- Probed for context, identified root causes, and resolved issues efficiently.•
- Supported billing/account requests (charges, payment status, limits, terms)with plain-language guidance.
- Guided customers step by step and confirmed resolution before case closure.
- Maintained clear, actionable case notes with correct categorization and tags.
- Reduced repeat contacts by setting expectations and recommending proactive next steps.
- De-escalated complaints professionally and preserved a calm, helpful tone.
- Escalated complex cases to tech/finance/operations with full context and evidence.
- Consistently met quality and service-level targets (accuracy, tone, responsiveness).

Billing Support Agent (Refunds Team)

from 07.2024 to 10.2025 (1 year 4 months)
Brainstack, Дистанційно (IT)

- Owned end-to-end billing requests from first contact to confirmed resolution, meeting SLAs and QA standards.
- Investigated payment delays/declines and provided clear next steps to restore successful transactions.
- Translated complex billing policies into simple guidance to reduce confusion and repeat contacts.
- Validated case details against internal policies; documented evidence for auditability.
- Prepared dispute documentation and escalated edge cases with full context to accelerate decisions.
- Collaborated with Payments, Risk, and Product to unblock complex issues and shorten time to resolution.
- Flagged recurring patterns and proposed updates to macros/flows to prevent rework.

Customer Care Representative

from 11.2023 to 07.2024 (9 months)
CEX.IO Labs, Київ (IT)

- Resolved customer inquiries via chat, email, and phone while meeting SLAs and QA standards.
- Troubleshot account and product issues; delivered clear, step-by-step guidance.
- Documented cases thoroughly to enable seamless follow-ups and handovers.
- Escalated complex issues with full context to reduce time to resolution.
Maintained consistency and accuracy in a fast-paced queue.

Career break

from 05.2023 to 11.2023 (7 months)
Working on a personal project

Career Break (Personal Goal Pursuit) at Norwegian Integration Course — IMDi:

-Completed an intensive Norwegian Integration Course (IMDi) focused on practical language and cultural competence.
- Achieved A2 proficiency and built workplace-ready communication for everyday and professional situations.
- Strengthened intercultural awareness to communicate confidently in multicultural environments.

Customer Care Representative

from 05.2022 to 05.2023 (1 year)
BetCare, Дистанційно (IT)

- Delivered fast, accurate chat support in a high-volume environment while meeting SLAs and quality standards.
- Drove retention by diagnosing dissatisfaction drivers and proposing policy-aligned solutions.
- Used proactive guidance and clear next steps to prevent repeat contacts and increase first-contact resolution.
- Applied thoughtful upsell/cross-sell when appropriate, keeping a customer-first approach.
- Defused objections and handled complex cases calmly and professionally.
- Documented cases thoroughly and ensured smooth escalations and handovers.
- Collaborated with cross-functional teams to improve support flows and knowledge content.

Customer Support Agent/Quality Assurance Support Manager

from 07.2021 to 05.2022 (11 months)
YOJU Casino, Київ (IT)

- Led the QA function for Customer Support to drive consistency, service quality, and efficiency.
- Managed a 10-person team, coordinating workload, calibrations, and adherence to standards.
- Designed and maintained scorecards, evaluation criteria, and QA checklists.
- Audited chats and tickets to identify gaps in accuracy, tone, policy compliance, and resolution quality; shared insights with stakeholders.
- Delivered 1:1 coaching and targeted training plans to elevate individual and team performance.
- Produced monthly quality reports with trends, root causes, and actionable improvements.
- Standardized procedures and knowledge-base updates to reduce repeat contacts and rework.

Verification Specialist

from 06.2020 to 06.2021 (1 year)
Vbet Ukraine, Київ (IT)

- Reviewed identity and payment documents for authenticity and regulatory compliance, reducing approval errors.
- Processed daily KYC queues within SLA with high accuracy and attention to detail.
- Maintained complete, up-to-date records and audit trails in internal systems.
- Identified and escalated potential fraud/duplicate accounts per policy to mitigate risk.
- Handled sensitive data in line with confidentiality and data-protection standards (e.g., GDPR).

Customer Support Agent (iGaming/ Sportsbook)

from 05.2019 to 06.2020 (1 year 2 months)
BetBull, Київ (IT)

- Handled high-volume inquiries via chat and email while meeting SLAs and quality standards.
- Diagnosed and resolved standard and edge-case issues using procedures and product expertise.
- Provided clear, step-by-step guidance to improve first-contact resolution and customer satisfaction.
- Documented cases and resolutions to reduce repeat contacts and strengthen team knowledge.

Sales Development Representative (SDR)

from 12.2017 to 05.2019 (1 year 6 months)
CIENCE Technologies, Київ (IT)

- Prospected and qualified decision-makers within the ICP through research and multi-channel outreach.
- Led discovery to confirm pain points, budget, and timing; booked sales-qualified meetings for AEs.
- Personalized messaging and ran light A/B tests to lift reply and meeting rates; nurtured warm leads with value-driven follow-ups.
- Maintained strong pipeline hygiene with complete notes, next steps, and stage updates in HubSpot.
- Aligned with sales and marketing on positioning, objections, and cadences to improve conversion.

English Language Teacher

from 09.2015 to 12.2017 (2 years 4 months)
Closer to the Dream School of Foreign Languages, Київ (Освіта, наука)

- Delivered group and 1:1 lessons for teens and adults, aligned to individual goals and levels.
- Planned and taught speaking, listening, reading, and writing using communicative methods.
- Assessed progress regularly and adapted materials and strategies to close skill gaps.
- Fostered an engaging, supportive environment to build confidence and retention.

Education

Kyiv National Linguistic University

English Translator and Interpreter, Київ
Higher, from 2015 to 2019 (4 years)

- Studied English translation and interpretation, including written translation, consecutive interpretation, English grammar, linguistics, intercultural communication, business correspondence, and professional communication.
- Developed strong language, analytical, research, and communication skills.
- Gained experience in translating texts of various topics and working with English in professional and academic environments.

Additional education and certificates

Дія Освіта

1
Certificate

Knowledge and skills

• Customer Retention
• Relationship Building
• Technical support for users
• Client Communication
• Conflict Resolution
• Problem Solving
• Billing Support
• Payment Operations
• Refund Processing
• KYC & Verification
• Risk Awareness
• Quality Assurance (QA)
• Team Leadership Coaching & TrainingProcess Improvement
• SLA Management
• CRM Systems
• Zendesk
• HubSpot
• Jira
• Confluence
• Email Marketing
• Data Analysis
• Reporting
• Cross-Functional Collaboration
• Upselling & Cross-Selling
• IGaming
• Crypto Industry
• English (Fluent)
• Norwegian (A2)

Language proficiencies

• Ukrainian — fluent
• Norwegian — beginner
• English — fluent