Nadiia

Nadiia Zinchenko
Senior Customer Support Specialist | fintech | payments | Kyc & Fraud

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PERSONAL info
I have a residence card (pobyt czasowy), allowing me to work under “Umowa o Prace.”

M. Bobrzynskiego 45 A, 30-348 Kraków

[open contact info](look above in the "contact info" section)

[open contact info](look above in the "contact info" section)

Skills
• Multilingual Communication
• Customer Support & Client Communication
• Payments & Fintech Operations
• KYC & Compliance
• Fraud Investigation
• Jira, Intercom, CRM systems
• Problem Solving

Multilingual Communication
• Team collaboration
• Analytical Problem-solving
• Creative Thinking
• Attention to detail
• Data Analysis
• App User Testing
• Technical Proficiency
• Database Management
• Ticketing systems
Languages: Ukrainian, Russian -C2, English -C1, German- B1, Polish- A2, Chinese- A2, Latin- A2
Phone number
[open contact info](look above in the "contact info" section)

Languages
Ukrainian, Russian : First languages
English : C1

Advanced
German : B1

Intermediate
Polish : A2

Elementary (actively improving)
Chinese(Mandarin) : A2

Elementary



Summary
Customer Support Specialist with 3+ years of experience in fintech, specializing in payments, KYC, and fraud investigation and prevention. Skilled in resolving complex customer issues, handling sensitive financial data, and supporting international clients in fast-paced environments. Experienced with Jira, Intercom, CRM and banking systems. Strong communicator with a focus on efficiency, accuracy, and customer satisfaction

WORK EXPERIENCE

August 2022 - December 2025
Senior Customer Support Specialist - MarTrust, UK Maritime Fintech company

• Managed client correspondence & International Calls
• Provided end-to-end support for international maritime stakeholders,
• Maintained database management for corporate and crew client records,
• Handled tickets via RT, Intercom, and Jira systems (resolved 40–60 customer tickets daily),
• Performed fraud case handling and KYC/compliance checks,
• Managed complaint resolution and conducted customer investigations,
• Processed sensitive personal data and updated client records,
• Executed operations within banking systems and payment platforms,
• Conducted investigations into customer payment statuses,
• Performed mobile app user testing and technical troubleshooting,
• Collaborated across teams on information processing and issue resolution,
• Provided professional translation of business, technical, and client documents

July 2021 - August 2022
Key Account & Sales Manager - Tesla Global, Smart technology (IoT), Prague, Khmelnytskyi

• Conducted English-language correspondence and calls with international clients in multiple languages,
• Led B2B meetings and negotiations with foreign customers,
• Managed information using various CRM systems and databases,
• Prepared documentation, including invoicing and order fulfillment,
• Gathered and provided data to meet specific client requirements,
• Handled localization and translation of website articles and mobile app content,
• Managed product advertising and professional technical copywriting

May 2020 - May 2021
English Teacher, translator - Lesia's English, Khmelnytskyi
• Prepared English classes for children
• Created a unique teaching approach and methodology.
April 2017 - January 2020
Teacher of English - Dongguan University of Technology & PIEG, Dongguan
• Taught classes and created comprehensive educational plans.
• Developed specific approaches and unique methods in English teaching.

January 2016 - March 2017
State chief inspector of foreign language training; translator, interpreter - Department for Specialized Training and Canine Services of the State Fiscal Service of Ukraine, Khmelnytskyi

• Delivered specialized English for Specific Purposes (ESP) training to officials
• Developed tailored curricula and rigorous assessment frameworks for international certification and professional development.

EDUCATION
August 2013 - July 2015
Bachelor degree Management
Khmelnytskyi National University, Khmelnytskyi
(2nd higher degree)
September 2009 - April 2014
Bachelor's Degree, International Relations (dept of Translation, Pedagogical Education)
Khmelnytskyi National University, Khmelnytskyi
• Scholarship for Academic Excellence

#HRJ#78dd6fa7-fc65-481d-94ae-8b3de72e5d81#