Шерон

Telegram Email Phone number
@shnyapa [open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section)

I am a Middle Tech Expert with 3+ years of experience in technical support and billing operations — skilled in
managing projects, handling customer inquiries, and resolving complex technical and payment-related issues.
Strong focus on client communication, ensuring timely follow-ups, and maintaining high customer satisfaction

Soft Skills
Communication
Billing agent - SKELAR Howly Problem-solving
August 2025 start date
Time management
Handle 150+ daily customer billing inquiries related to payments, subscriptions, and refunds
Resolve transaction issues and payment errors, ensuring high customer satisfaction Attention to detail
Collaborate with internal teams to investigate and fix billing discrepancies Adaptability
Maintain accurate billing records and improve issue resolution time
Technician expert - SKELAR Howly Hard Skills
January 2024 - June 2025 Zendesk
Provided real-time technical support via chat, resolving software, device, and connectivity issues Solidgate
Managed high-volume customer interactions while maintaining strong service quality standards
Achieved 96% average CSAT and consistently maintained high customer satisfaction
CRM systems
Maintained ~9 min First Response Time (FRT) and ~22 min Average Resolution Time (ART) Billing & payment
Reached 100% KPI performance across multiple months systems
Earned 92%+ QA score on average, ensuring high-quality and accurate support Ticketing systems
Google Workspace
September 2023 - January 2024
Supported drivers and passengers, resolving app-related and service issues
Ensured smooth customer experience through timely and effective communication
Troubleshot technical issues and escalated complex cases when needed Languages
English - Uppder-intermediate (B2)
Customer support - Zone 3000 Ukrainian - native
August 2022 - September 2022
Assisted small business clients with service-related inquiries
Quickly adapted to new tools and workflows in a fast-paced environment

Sales Manager - Sota-Alliance (Kyivstar)
April 2021 - May 2021
Promoted telecom products and services, achieving sales targets
Built and maintained relationships with clients
Handled objections and provided tailored solutions

Customer Support - Vodafone Ukraine
June 2020 - August 2020
Provided phone-based customer support for telecom services
Resolved inquiries and ensured a positive customer experience

Language skills in practice with Josiah Venture
Participated in a mission trip across Europe with international teams (English-speaking environment)
Volunteered supporting refugees, including communication with foreign colleagues
Completed English language courses (improved from A2 to B2)