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Work experience

Customer service manager

from 08.2025 to 07.2026 (1 year)
Helen Doron English, Київ (Освіта, наука)

End-to-end client support:
- managed full-cycle customer support across multiple channels, including messaging apps, phone calls and in-person meetings;
- consulted clients on educational programs, enrollment options and terms of service;
- handled dispute scenarios while preserving customer loyalty;
- maintained customer records in CRM, managed accounts, tracked payments.

Career break

from 04.2022 to 07.2025 (3 years 4 months)
Experience in another industry

Worked in the apparel manufacturing industry.

Site administrator

from 08.2020 to 10.2021 (1 year 3 months)
Utopia 8, Дистанційно (Роздрібна торгівля)

Multi-channel order processing: handled incoming customer orders across website, Instagram, Telegram, Viber and phone calls.

Customer support:
- сontacted clients to re-confirm order accuracy and update status details;
- efficiently handled client complaints and resolved dispute scenarios, ensuring customer loyalty;
- recommended relevant complementary products during client interactions, increasing overall sales value;
- handled product returns, exchanges and refunds.

Website content management: created and updated product pages, descriptions, and stock details on the website.

Shipping management:
- communicated with suppliers and partner brands regarding pre-orders and dropshipping logistics;
- generated shipping waybills in RetailCRM and Nova Poshta business account, calculated domestic and international shipping costs via Ukrposhta.

Collaboration with offline team: verified warehouse stock and streamline return and exchange procedures.

Education

Донецький Національний Університет

Філологічний, Донецьк
Unfinished higher, from 2017 to 2019 (2 years)

Additional education and certificates

SoftServe, Modern Frontend Fundamentals with AI

2026

FreeCodeCamp, Responsive Web Design

2026 (300 годин)
Certificate

Knowledge and skills

• Microsoft.Office.Tools
• Google Sheets
• AI literacy
• Geminy
• HTML
• CSS
• JavaScript
• Git
• Grammarly
• Work with customers
• Site administration
• Analytical thinking
• Emotional intelligence
• Stress resistance
• Teamwork
• Payment processing
• Chrome DevTools
• SEO
• Google Analytics
• Canvа
• AI Content
• Notion

Language proficiencies

• Ukrainian — fluent
• English — average

References

Тетяна

Тетяна

Керівник філії, Helen Doron English

Additional information

Customer support specialist with experience in multi-channel communication and administration. I combine communication skills with a technical mindset to deliver efficient, empathetic and resolution-focused support.

Core strengths and technical edge:
- Knowledge of web technologies (HTML, CSS, JavaScript) allows me to quickly identify technical bugs, troubleshoot user issues and collaborate smoothly with Dev teams.
- Advanced proficiency in AI tools to optimize ticket processing speed, refine written correspondence, and maintain high response accuracy.
- Skilled in conflict resolution, maintaining customer loyalty while strictly meeting KPIs.

Languages and soft skills:
- English: B1 (confident written business communication powered by AI productivity tools).
- Soft skills: emotional intelligence, stress tolerance, strong analytical thinking and attention to detail.