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Denys
Customer support representative
- City of residence:
- Kyiv
- Ready to work:
- Remote
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Denis Pronkin CV
[open contact info ](look above in the "contact info" section) [open contact info ](look above in the "contact info" section)
Kyiv, Ukraine
HIGHER EDUCATION WORK EXPERIENCE
Master's Degree in Applied Linguistics Customer Support Representative
Kiev National Linguistic University (Payments & Safety/ Shipping & Delivery)
09/2007 – 05/2012 Helpware
01/2025 – 06/2026
Providing support for website users via a ticketing
•
SKILLS system
Handling customer complaints and requests
•
Technical & Software Skills Meeting KPI metrics
•
SDLC, ITIL, Agile, Scrum
•
.NET, C#, SQL, ASP.NET, HTML, XML, CMS
•
Content Manager/Moderator
MS Dynamics CRM, Jira, Zendesk, CAT tools
•
Stopfraud
01/2023 – 11/2024
FintechCybersecurity
LANGUAGES Monitoring reported posts for ToS violations
•
Translating, editing, and proofreading texts
•
Ukrainian Creating and developing SEO successful content
•
Native
1-st Line Technical Support Engineer
English Suntech Innovation
Advanced 01/2020 – 03/2022
SaaS, Betting
German Resolving 1st-level complexity tickets
•
Intermediate Escalation of more complex tickets to relevant
•
departments
SLA priority control
•
Customer Support Representative
Cancelon LTD
11/2017 – 01/2020
SaaS, Hotels.
Providing customer support via various channels
•
Handling customers' complaints and requests
•
Identifying, testing, and assisting in solving QA WEB
•
issues
Call Center Agent/Sales Coordinator
Zeppelin Konzern
04/2015 – 10/2017
Dealership, Special Machinery and Equipment
Inbound call coordination (BPM)
•
Lead appointment (MS Dynamics)
•
Content management (WordPress)
•
Service Quality Surveillance (After-sales)
•
1/2
Teacher of the English Language
Educational Test Center
02/2013 – 04/2015
Educational Institutions
Teaching English as a foreign language
•
Preparing students for international exams
•
(TOEFL/IELTS/SAT/GRE/GMAT)
COURSES
Programming .NET C# Starter
CyberBionic Systematics
06/2016 – 08/2016
PAPERS
Assistance
2010
Participated in the creation of the English Learners’
Corpus, KNLU
Course paper in Statistical linguistics
“The distribution of sentence length in English texts of
different styles”
Course paper in Automatic morphological analysis
“The degrees of comparison of the English adverb”
Bachelor’s paper in Automatic morphological
analysis
“The morphological coding of adverbs in a corpus of
English texts”
Master’s paper in Automatic morphological analysis
“The analysis of the adverb functioning in a
multilingual corpus”
2/2
[
Kyiv, Ukraine
HIGHER EDUCATION WORK EXPERIENCE
Master's Degree in Applied Linguistics Customer Support Representative
Kiev National Linguistic University (Payments & Safety/ Shipping & Delivery)
09/2007 – 05/2012 Helpware
01/2025 – 06/2026
Providing support for website users via a ticketing
•
SKILLS system
Handling customer complaints and requests
•
Technical & Software Skills Meeting KPI metrics
•
SDLC, ITIL, Agile, Scrum
•
.NET, C#, SQL, ASP.NET, HTML, XML, CMS
•
Content Manager/Moderator
MS Dynamics CRM, Jira, Zendesk, CAT tools
•
Stopfraud
01/2023 – 11/2024
FintechCybersecurity
LANGUAGES Monitoring reported posts for ToS violations
•
Translating, editing, and proofreading texts
•
Ukrainian Creating and developing SEO successful content
•
Native
1-st Line Technical Support Engineer
English Suntech Innovation
Advanced 01/2020 – 03/2022
SaaS, Betting
German Resolving 1st-level complexity tickets
•
Intermediate Escalation of more complex tickets to relevant
•
departments
SLA priority control
•
Customer Support Representative
Cancelon LTD
11/2017 – 01/2020
SaaS, Hotels.
Providing customer support via various channels
•
Handling customers' complaints and requests
•
Identifying, testing, and assisting in solving QA WEB
•
issues
Call Center Agent/Sales Coordinator
Zeppelin Konzern
04/2015 – 10/2017
Dealership, Special Machinery and Equipment
Inbound call coordination (BPM)
•
Lead appointment (MS Dynamics)
•
Content management (WordPress)
•
Service Quality Surveillance (After-sales)
•
1/2
Teacher of the English Language
Educational Test Center
02/2013 – 04/2015
Educational Institutions
Teaching English as a foreign language
•
Preparing students for international exams
•
(TOEFL/IELTS/SAT/GRE/GMAT)
COURSES
Programming .NET C# Starter
CyberBionic Systematics
06/2016 – 08/2016
PAPERS
Assistance
2010
Participated in the creation of the English Learners’
Corpus, KNLU
Course paper in Statistical linguistics
“The distribution of sentence length in English texts of
different styles”
Course paper in Automatic morphological analysis
“The degrees of comparison of the English adverb”
Bachelor’s paper in Automatic morphological
analysis
“The morphological coding of adverbs in a corpus of
English texts”
Master’s paper in Automatic morphological analysis
“The analysis of the adverb functioning in a
multilingual corpus”
2/2
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The candidate's resume is posted at https://www.work.ua/resumes/19809289/