Tetiana

Tetiana Shpelyk
Customer Support Specialist | Remote Support | CRM & Ticketing
Systems
[open contact info](look above in the "contact info" section)

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

Lviv, Ukraine | Open to Remote Work
English: Professional Working Proficiency French: Intermediate

Professional Summary
Customer Support Specialist with 8+ years of experience supporting international customers
across email, chat, and phone channels. Proven ability to resolve billing and account issues,
and maintain 98% data accuracy in CRM systems. Experienced in ticket management,
troubleshooting, escalation handling, and customer communication in fast-paced
environments. Skilled at improving support workflows and maintaining SLA response
standards in remote teams.

Customer Support Skills
Customer Support (Email, Chat, Phone)
Ticket Management & Helpdesk Systems
Customer Issue Resolution & Troubleshooting
Billing & Payment Support
CRM Systems & Customer Records
Escalation Handling
SLA & Response Time Management
Knowledge Base Documentation
Data Accuracy & Process Optimization
Remote Work & Team Collaboration

Tools & Platforms
Zendesk
CRM Systems
Helpdesk Ticketing Systems
Microsoft Office / Google Workspace
Internal Customer Database

Professional Experience
2023-2026 - Maternity Leave

● English classes - Marianna.English, StudyLess

● Freelance projects
● HTML classes - Nikos-LTV

Customer Support Agent (Remote)

SupportYourApp| Lviv, Ukraine
Jan 2022 – Apr 2023

● Managed 30–60 daily support tickets across email, chat, and social channels
● Maintained accurate CRM documentation and customer case history
● Escalated complex issues to internal teams while maintaining clear communication
with customers
● Delivered professional, empathetic communication to ensure positive customer
experience

2019 - 2021 Maternity Leave and Family relocation

● Freelance translator

Executive Assistant

Ellen Rado DDS – Art of Dental Care | Green Brook, NJ, USA
Jul 2017 – Mar 2019

● Managed patient scheduling, billing, and office documentation
● Processed insurance claims and payment records
● Maintained organized patient databases and records
● Provided front-desk customer service and client communication

Customer Support Agent

Meest-America Inc. | Port Reading, NJ, USA
Feb 2012 – Jul 2017

● Processed 100+ invoices daily while maintaining 98% data accuracy
● Handled customer inquiries via phone and email support channels
● Investigated and resolved billing and payment issues
● Maintained and updated customer records within CRM systems
● Assisted with administrative and documentation workflows in a high-volume
environment

Education
Foreign Languages (French & English)
Ivan Franko National University of Lviv – Ukraine

ESL / Academic Writing
Middlesex County College – Edison, NJ, USA