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You can get this candidate's contact information from https://www.work.ua/resumes/19273041/

Work experience

Support Quality Control Manager

from 01.2026 to now (7 months)
EverHelp, Дистанційно (IT)

Evaluated customer support interactions for quality and compliance.
Conducted quality audits and provided performance feedback to support agents.
Monitored QA metrics and identified trends to improve service quality.
Collaborated with team leaders to implement coaching and improvement plans.
Ensured adherence to company policies, procedures, and service standards.
Prepared quality reports and tracked key performance indicators (KPIs).
Participated in calibration sessions to maintain consistent evaluation standards.
Recommended process improvements to enhance customer experience and operational efficiency.

Support Quality Control Specialist

from 01.2025 to 08.2025 (8 months)
Uvoteam, Дистанційно (IT)

Evaluated customer support interactions for quality and compliance.
Conducted quality audits and provided performance feedback to support agents.
Monitored QA metrics and identified trends to improve service quality.
Collaborated with team leaders to implement coaching and improvement plans.
Ensured adherence to company policies, procedures, and service standards.
Prepared quality reports and tracked key performance indicators (KPIs).
Participated in calibration sessions to maintain consistent evaluation standards.
Recommended process improvements to enhance customer experience and operational efficiency.

Customer Support Representative

from 02.2023 to 01.2025 (2 years)
Uvoteam, Дистанційно (IT)

Delivered exceptional customer support via email, chat, phone, and ticketing systems.
Responded promptly to customer inquiries, resolving issues efficiently while maintaining high customer satisfaction.
Investigated and resolved product, billing, and account-related concerns in accordance with company policies.
Managed customer cases from initial contact through resolution, ensuring timely follow-up and clear communication.
Maintained accurate customer records and documented all interactions in the CRM system.
Escalated complex issues to appropriate teams while ensuring seamless communication with customers.
Educated customers on products, services, and best practices to improve their overall experience.
Collaborated with cross-functional teams, including Technical Support, Sales, and Product, to resolve customer issues.
Met and exceeded key performance indicators (KPIs), including CSAT, response time, resolution time, and SLA compliance.
Identified recurring customer issues and provided feedback to improve products, processes, and knowledge base documentation.
Handled customer complaints professionally, turning challenging situations into positive experiences.
Maintained up-to-date knowledge of company products, services, and policies to provide accurate information.
Contributed to process improvement initiatives to enhance operational efficiency and customer satisfaction.
Assisted in onboarding and mentoring new team members by sharing best practices and product knowledge.

English tutor for adults

from 05.2022 to 02.2023 (10 months)
Englishdom, Дистанційно (Освіта, наука)

Planned and delivered English lessons for adult learners.
Taught grammar, vocabulary, pronunciation, and conversational English.
Tailored lessons to individual learning goals and proficiency levels.
Improved students' speaking, writing, listening, and reading skills.
Monitored learner progress and provided constructive feedback.
Used interactive teaching methods and digital learning tools to enhance engagement.
Fostered a supportive learning environment that encouraged confidence and fluency.

English Tutor for kids

from 12.2021 to 05.2022 (6 months)
All Right, Дистанційно (IT)

Planned and delivered engaging English lessons for children of various age groups.
Taught grammar, vocabulary, reading, writing, listening, and speaking skills.
Adapted lessons to students' learning styles and proficiency levels.
Created interactive activities and educational materials to increase engagement.
Monitored student progress and provided regular feedback to parents.
Fostered a positive, supportive, and motivating learning environment.
Helped students improve confidence and communication skills in English.
Prepared students for school exams and English proficiency assessments.

English tutor for adults

from 08.2019 to 01.2022 (2 years 6 months)
Skyeng, Дистанційно (Освіта, наука)

Planned and delivered English lessons tailored to adult learners' goals and proficiency levels.
Taught English grammar, vocabulary, pronunciation, reading, writing, listening, and speaking skills.
Assessed students' language proficiency and developed individualized learning plans.
Monitored learner progress, provided constructive feedback, and adjusted teaching strategies accordingly.
Prepared students for job interviews, workplace communication, presentations, and professional correspondence.
Conducted conversational English sessions to improve fluency, confidence, and pronunciation.
Integrated digital learning tools and online platforms to enhance student engagement and learning outcomes.
Encouraged a supportive and motivating learning environment that promoted confidence and active participation.
Tracked student performance and maintained accurate progress records.

Education

National University of Kyiv-Mohyla Academy

Master's degree, Languages ​​(English and Ukrainian) and communication, Київ
Higher, from 2023 to 2025 (2 years)

Diploma with honours

The National University of Ostroh Academy

Bachelor's degree, Germanic Languages and Literatures (including Translation), English Major, Острог
Higher, from 2019 to 2023 (4 years)

Diploma with honours

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Ведення CRM
• MS Excel
• Неконфліктність
• Здатність до навчання

Language proficiencies

• English — advanced
• German — average
• Ukrainian — fluent