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Customer support representative
- City of residence:
- Kyiv
- Ready to work:
- Remote
Contact information
The job seeker has provided: Phone number
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You can get this candidate's contact information from https://www.work.ua/resumes/19759069/
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Olha Homeniuk || Customer Support Representative
[open contact info ](look above in the "contact info" section) || [open contact info ](look above in the "contact info" section) || Kyiv, Ukraine
Summary
Customer support professional with 10+ years of multichannel experience (chat, email, phone, WhatsApp, remote assistance), including evening and night shift work. Skilled in escalation handling and high-volume account management, with a consistent, reliable approach to service quality.
Skills
• Multichannel Customer Support — delivering consistent service across chat, email, phone, WhatsApp, and video
• After-Hours Coverage — experienced working evening and night shifts, comfortable operating with minimal supervision
• Escalation Management — resolving complex B2C and B2B issues frontline agents couldn't
• High-Volume Account Management — managing a portfolio of 1,000+ B2B accounts across multiple channels
• Remote Technical Assistance — supporting clients directly via AnyDesk and TeamViewer
• New Agent Support — helping new colleagues get up to speed on tools and processes
• Clear Communication — writing concise, effective scripts and templates for customer-facing use
Experience
Telephonic Solutions OU
Account Manager (B2B)
Kyiv, Ukraine
03/2019 - 07/2026
• Progressed from Chat Support Agent to B2B Account Manager, managing a portfolio of 1,000+ client accounts
• Delivered support across six channels simultaneously — live chat, WhatsApp, email, phone, Google Meet, and remote assistance (AnyDesk, TeamViewer) — handling high volume without dropping quality
• Wrote and refined call/chat scripts and email templates, improving response consistency across the team
• Trained and onboarded new support agents and account managers
Digital Art LLC
Head of Call Center Operations
Kyiv, Ukraine
07/2015 - 07/2018
• Progressed from Call Center Operator to Head of Contact Centre at a premium concierge service, leading a team of 5
• Handled escalations from both B2C and B2B clients — resolving cases frontline agents couldn't, in a high-touch service environment where client expectations were exacting
• Built and managed the team's shift schedules, including evening and night coverage
• Developed and maintained call scripts to keep service quality consistent across the team
• Worked evening and night shifts personally as an operator, with direct, hands-on experience of after-hours customer demands
Education
Bachelor's Degree in Economics of Enterprises — Donbas State Technical University, 2014
Languages
Ukrainian - Native || English - Fluent
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Summary
Customer support professional with 10+ years of multichannel experience (chat, email, phone, WhatsApp, remote assistance), including evening and night shift work. Skilled in escalation handling and high-volume account management, with a consistent, reliable approach to service quality.
Skills
• Multichannel Customer Support — delivering consistent service across chat, email, phone, WhatsApp, and video
• After-Hours Coverage — experienced working evening and night shifts, comfortable operating with minimal supervision
• Escalation Management — resolving complex B2C and B2B issues frontline agents couldn't
• High-Volume Account Management — managing a portfolio of 1,000+ B2B accounts across multiple channels
• Remote Technical Assistance — supporting clients directly via AnyDesk and TeamViewer
• New Agent Support — helping new colleagues get up to speed on tools and processes
• Clear Communication — writing concise, effective scripts and templates for customer-facing use
Experience
Telephonic Solutions OU
Account Manager (B2B)
Kyiv, Ukraine
03/2019 - 07/2026
• Progressed from Chat Support Agent to B2B Account Manager, managing a portfolio of 1,000+ client accounts
• Delivered support across six channels simultaneously — live chat, WhatsApp, email, phone, Google Meet, and remote assistance (AnyDesk, TeamViewer) — handling high volume without dropping quality
• Wrote and refined call/chat scripts and email templates, improving response consistency across the team
• Trained and onboarded new support agents and account managers
Digital Art LLC
Head of Call Center Operations
Kyiv, Ukraine
07/2015 - 07/2018
• Progressed from Call Center Operator to Head of Contact Centre at a premium concierge service, leading a team of 5
• Handled escalations from both B2C and B2B clients — resolving cases frontline agents couldn't, in a high-touch service environment where client expectations were exacting
• Built and managed the team's shift schedules, including evening and night coverage
• Developed and maintained call scripts to keep service quality consistent across the team
• Worked evening and night shifts personally as an operator, with direct, hands-on experience of after-hours customer demands
Education
Bachelor's Degree in Economics of Enterprises — Donbas State Technical University, 2014
Languages
Ukrainian - Native || English - Fluent
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The candidate's resume is posted at https://www.work.ua/resumes/19759069/