Марія

Mariia Drabyk
Email: [open contact info](look above in the "contact info" section)
Phone: [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
Customer-oriented professional with 4+ years of experience in international client
communication, customer support, recruitment, and education. Experienced in managing
client inquiries, building long-term relationships, onboarding customers, coordinating
documentation, resolving issues, and working with CRM systems. Strong communication
and problem-solving skills with experience working with international clients. English - C1.

WORK EXPERIENCE

WORK EXPERIENCE
Customer Support Specialist & Assistant Manager

Bug Free Immigration | 2023–2025

● Managed communication with international clients via email, phone, and live chat.
● Assisted clients throughout the full customer journey, from initial inquiry to onboarding
and ongoing support.
● Responded to customer inquiries, identified client needs, and provided appropriate
solutions.
● Built and maintained long-term relationships with international clients.
● Followed up with clients and monitored the progress of their cases.
● Coordinated client requests, documentation, and onboarding processes with internal
teams.
● Maintained accurate customer information and updated CRM records.
● Handled challenging customer situations and resolved issues in a professional and
customer-focused manner.
● Assisted potential clients in choosing suitable company services and explained the
process.
● Managed multiple client cases simultaneously while prioritizing urgent requests and
deadlines.
● Supported management with administrative and coordination tasks.

Recruitment Assistant

Bug Free Immigration | 2023–2025

● Sourced and screened candidates based on company requirements.
● Communicated with candidates throughout the recruitment process.
● Conducted initial communication and collected relevant candidate information.
● Scheduled interviews and coordinated communication between candidates and
recruiters.
● Maintained and updated candidate databases and recruitment records.
● Followed up with candidates and ensured timely communication at each stage of the
process.

Customer Support Specialist

Kasta | 2026

● Assisted customers with questions and issues related to orders, products, delivery,
and returns.
● Provided customer support through online communication channels.
● Identified customer needs and provided clear and effective solutions.
● Handled complaints and challenging customer situations professionally.
● Coordinated with relevant departments to resolve customer issues.
● Maintained a high level of customer service while managing multiple requests
simultaneously.

English-Language Trainer

CEVA Logistics, Poland | 2025

● Conducted English-language training for employees in an international logistics
company.
● Adapted training materials to employees’ professional needs and English levels.
● Helped employees improve their communication skills for working in an international
environment.
● Communicated with employees from different professional and cultural backgrounds.
● Managed individual learning needs and provided constructive feedback.

English Teacher

EnglishDom | 2021–2025

● Taught English to A1–C1 students in an online environment.
● Managed individual customer relationships and maintained long-term communication
with students.
● Adapted communication and teaching approaches to individual customer needs.
● Managed multiple students, schedules, and tasks simultaneously.
● Developed strong communication, active listening, and relationship-management
skills.

English Teacher

Speaking Club | 2023–2024

● Conducted English speaking classes for individual students and groups.
● Communicated with students from different backgrounds and adapted lessons to
their needs.
● Created a positive and engaging customer experience.
● Managed group communication and resolved student-related issues.

CORE SKILLS
● Customer Support
● Customer Success
● Client Relationship Management
● Customer Communication
● Customer Retention
● Client Onboarding
● Lead Qualification
● Lead Generation
● B2B Sales
● Prospecting
● Follow-up & Customer Engagement
● Negotiation & Objection Handling
● Problem Solving
● Conflict Resolution
● CRM Management
● Email, Phone & Live Chat Support
● Multitasking & Prioritization
● Attention to Detail

TOOLS
● HubSpot
● Salesforce
● Zoho
● Pipedrive
● Google Workspace
● Microsoft Office

EDUCATION
Master's Degree in Translation — In Progress

Ternopil National Pedagogical University | 2025–2026

Bachelor's Degree in English Language Teaching

Ternopil National Pedagogical University | 2021–2025

LANGUAGES
● English — C1
● Ukrainian — Native
● French — A1
● Polish — A1