Іван

IVAN MALAKHOV
Tech-savvy specialist with a Master’s degree in Computer
Science and over 2 years of experience in night-shift customer
communication.

I am great at finding common ground with different people,
keeping my cool in stressful situations, and explaining
technical things in simple terms.

Reliable, quick to learn new tools, and fully ready for flexible
hours or steady overnight shifts.

Contact Experience
Customer Support & Retention Specialist
[open contact info](look above in the "contact info" section)
(Night Shifts) Jan 2024 – Present
[open contact info](look above in the "contact info" section) Confidential (International E-Commerce Ecosystem)

Managed over 120 live chat interactions per night shift, providing calm,
Kyiv, Ukraine
empathetic, and solution-oriented support to international users in highly
stressful situations. Worked with complete autonomy during overnight
hours, efficiently investigating technical or billing issues using internal CRM
tools and maintaining a 95%+ client satisfaction score.

Customer Service Representative
Education Jun 2022 — Dec 2023
Software as a Service

Master in Computer Processed incoming user requests and technical inquiries through text-
based chat channels and email ticketing systems like Zendesk and
Science Intercom. Focused on explaining platform features to non-technical users
Igor Sikorsky Kyiv Polytechnic in simple terms while collaborating with the QA team by submitting clear
bug reports.
Institute
2023–2025
Hard skills
Kyiv, Ukraine
Zendesk and Intercom Ticket and Bug tracking
Bachelor in Software CRM HTML and CSS
Engineering
Technical troubleshooting Live chat communication
Igor Sikorsky Kyiv Polytechnic
Institute
2019-2023
Soft skills
Kyiv, Ukraine Active listening Emotional intellect

Conflict resolution Stress tolerance

Clear communication Quick adaptation

Language
Ukrainian English

C1 B2