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Work experience

Контролер якості

from 03.2026 to 07.2026 (5 months)
Keiki, Дистанційно (IT)

Mentored and coached support agents through QA reviews,
feedback, and process guidance to improve service quality and
adherence to standards.
Helped build and refine QA evaluation frameworks, contributing
to the team’s scoring and performance assessment system.
Conducted QA evaluations using Google Sheets and Zendesk
Explore to identify trends, provide feedback, and drive
improvements.
Created training materials, video tutorials, presentations, and
Notion documentation to streamline onboarding and ensure
consistent workflows.
Analyzed dispute cases, including customer history and VAMP
metrics, to support operational reporting and process
improvements.

Агент служби підтримки

from 11.2023 to 03.2026 (2 years 5 months)
EverHelp, Дистанційно (IT)

Resolved customer requests accurately and empathetically,
maintaining a stable QC score of 95+.
Mentored new hires through ticket feedback and shadowing,
speeding up onboarding and proficiency.
Coordinated with product teams via Jira and internal Zendesk
notes to ensure smooth issue resolution.
Tracked and reported customer interactions, minor bugs, and
typos to protect product quality and support knowledge base
improvements.
Managed payment operations and chargeback cases, including
transaction status checks, disputes, refusals, and internal
incidents, ensuring timely and accurate resolution.

Вчитель англійської

from 05.2023 to 08.2023 (4 months)
AntiSchool, Дистанційно (Освіта, наука)

Taught 20+ students across diverse age groups (10–64 years).
Delivered 113 lessons within the first month, demonstrating
rapid adaptation and effective lesson planning despite
starting with no prior formal teaching experience.
Managed student schedules to optimize lesson timing and
ensure a productive, engaging learning experience.

Education

Горлівський інститут іноземних мов

Факультет романо-германських мов - Філологія (переклад включно), Бахмут
Unfinished higher, from 2021 to 2023 (2 years)

Additional education and certificates

IELTS Academic Online - C1

A certificate

Knowledge and skills

• Zendesk
• Jira
• Amplitude
• Solidgate
• Canva
• Google Workspace
• Google Sheets

Language proficiencies

English — advanced