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BACHURINA Lviv, Ukraine

BILLING SUPPORT AGENT

P R O F I L E T E C H N I C A L S K I L L S

Billing & Customer Support Agent with nearly 3 years of Payment & Analytics Systems:
experience in subscription-based digital products (Nebula by SolidGate
Obrio).
Amplitude
Experienced in billing operations, refunds, disputes, fraud
prevention, and high-risk case handling. Strong analytical and CRM & Support Tools:
problem-solving skills with a focus on balancing customer Zendesk
satisfaction and business protection, as well as improving
Customer.io
internal processes and cross-team collaboration.
Notion
Management & Collaboration Tools:
WORK EXPERI ENCE Jira
Confluence
JULY 2023 - PRESENT
Automation & Development:
Python (PyCharm)
Obrio company
Reporting & Visualization:
Astrology Nebula platform and Nebula App
Tableau Cloud
MS EXCEL
Customer Support Agent / Billing Support Agent
Billing & Payment Operations
K E Y S K I L L S
Managed subscription-related inquiries, billing issues,
refunds, and payment failures.
Billing support and subscription
Handled PayPal disputes and prepared documentation
for chargeback representment. management
Worked with SolidGate payment system for transaction PayPal dispute handling and
analysis and subscription management. chargeback representment
Conducted spending history reviews and behavioral
Fraud detection and risk
analysis to assess refund eligibility and fraud probability.
mitigation
Fraud Prevention & Risk Monitoring Chat fraud alerts monitoring (true
Owned Chat Fraud Alerts Detection task. positive trigger analysis)
Monitored true positive trigger words in live chats to
Refund processing and escalation
identify potential fraud or escalation risks.
Conducted user identification and background checks prevention
(support history, spending patterns, claim validity). CRM and ticketing systems
Took preventive actions: subscription cancellation,
Cross-functional communication
refund issuance, escalation to upper management when
Process improvement and
required.
Prepared weekly fraud reports and identified behavioral documentation enhancement
patterns and system vulnerabilities. Weekly reporting and pattern
Implemented trigger phrase improvements to increase
analysis
detection accuracy.
Conducted internal training on escalation prevention Automation documentation and
and fraud-awareness communication strategies. script optimization
Authored internal knowledge base article focused on Conflict resolution and customer
proactive escalation prevention.
retention
Team mentorship (buddy system)
 L A N G U A G E S
Process & Documentation Improvements
Improved automation-related documentation and English – Professional working
internal scripts. proficiency
Contributed to enhancing transparency between Ukrainian – Native
departments (Support, Billing, Product). Korean – Pre A1
Participated in bug investigation and provided
structured reports to prevent recurrence. E D U C A T I O N
Maintained detailed records in CRM systems and
analytics platforms. LVIV STATE UNIVERSITY OF
PHYSICAL CULTURE
Mentorship & Team Contribution Bachelor`s Degree in Tourism
Participated in Buddy System program: trained new
team member on full workflow (documented and
undocumented processes, legacy and updated flows). S E R T I F I C A T I O N
Provided strategic process context and logic behind
billing/fraud decisions. Xactly Incent Certification Exam:
Result: trainee consistently achieved high KPIs, later Implementation Foundations
became QC Specialist and co-owner of Legal Escalation ZINKT CRM Accelerator
task within a month. Certification
Softserve QA & QC Basics
Certification