Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/18866361/

Work experience

Customer Support Representative

from 05.2025 to 04.2026 (1 year)
UrbanCart, Дистанційно (IT)

- Managed high-volume customer inquiries regarding
order tracking, shipping delays, and technical
website glitches via Zendesk and Live Chat,
resolving 60–90 tickets per shift.

- Maintained an elite First Response Time (FRT) under
2–3 minutes for live channels, strictly adhering to
company SLAs.

- Processed returns, exchanges, and manual refunds
accurately using the Shopify admin panel.

- Investigated and troubleshot failed B2C transactions,
stuck payments, and billing errors via Stripe and
PayPal merchant dashboards.

- Handled escalations and resolved complex issues
over the phone using Zendesk Talk, communicating
clearly with native English speakers

- Achieved and sustained a personal CSAT (Customer
Satisfaction) score of 95% by applying deep
empathy and active listening.

- Cooperated with fulfillment centers and tech
departments using Jira and Slack to track lost
packages and report system bugs.

Адміністратор

from 12.2024 to 04.2025 (5 months)
LevelUp Cyber Arena, Кривий Ріг (IT)

- Provided fast, hands-on Tier-1 technical support,
troubleshooting operating system errors, hardware
issues, and account login glitches for guests.

- Successfully de-escalated high-pressure, face-to-
face customer complaints and resolved behavioral
conflicts in real-time, maintaining a safe
environment.

- Managed front-desk operations, automated PC
bookings, and cash/card payment processing for a
high-traffic lounge using Senet software.

- Maintained detailed shift logs, monitored network
infrastructure status, and successfully reported
complex network crashes to senior technicians.

Education

Kryvyi Rih National University

Bachelor of Law, Кривий Ріг
Unfinished higher, from 2023 to 2027 (4 years)

Kryvyi Rih National University

Bachelor of Automotive Engineering, Кривий Ріг
Unfinished higher, from 2023 to 2027 (4 years)

Knowledge and skills

• Комунікабельність
• Технічна підтримка користувачів
• Клієнтська підтримка
• Робота з клієнтами
• CRM
• E-commerce
• Прийом та обробка замовлень
• Англійська мова
• Листування з клієнтами
• Zendesk
• Урегулювання конфліктів
• Клієнтоорієнтованість
• Уміння працювати в режимі багатозадачності
• Емпатійність

Language proficiencies

• English — advanced
• Ukrainian — fluent