Ілля

Ilya Trach
Customer Support Specialist | English B2+ | Chat & Email Support | CRM | Problem Solving
Lviv, Lviv Oblast, Ukraine | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
Customer-focused professional with strong English communication skills and proven experience in chat and email
support, issue resolution, and maintaining excellent customer satisfaction. Skilled in CRM systems, online tools, and
fast-paced environments. Known for empathy, attention to detail, and the ability to manage multiple tasks while delivering
high-quality service. Currently seeking a Customer Support Representative role within an international team.

CORE SKILLS
• English (B2+) • Customer Support • Chat & Email Communication • CRM Systems • Technical Support (Basic)
• Conflict Resolution • Problem Solving

PROFESSIONAL EXPERIENCE
Acies Transport LLC — Customer Support Assistant (Chat & Email)
April 2023 – March 2025 | Lviv

Handled customer inquiries via live chat and email, ensuring clear and professional English communication. Resolved
account-related issues, order tracking requests, complaints, and basic technical questions. Recorded customer
interactions using CRM tools and consistently met response-time and service-quality targets.

DREAM — Chat Support & Community Moderator
August 2017 – May 2019 | Odesa Oblast, Ukraine

Managed real-time user communication, platform navigation support, troubleshooting, and moderation. Ensured
compliance with community guidelines, resolved user concerns professionally, and reported technical issues and
feedback to the internal team.

EDUCATION
Nakhimov Black Sea Higher Naval School
Bachelor of Science, Naval Engineering (2011 – 2016)