Лілія

Liliia Zorina
Phone: [open contact info](look above in the "contact info" section) | Email: [open contact info](look above in the "contact info" section)

Professional Summary
Experienced HR and Customer Support Specialist with over 4 years of experience in HR operations and more than 3
years in customer support and sales. Skilled in recruitment, onboarding, customer communication, conflict resolution,
and cross-functional collaboration. Experienced in working with Salesforce, Zendesk, Jira, Confluence, and remote
support tools. Strong interpersonal and organizational skills with the ability to work independently and within teams
while mentoring and supporting new employees.

Core Skills
● Recruitment & onboarding
● Customer support & customer satisfaction
● Sales support and client communication
● CRM systems: Salesforce, Zendesk
● Confluence & Jira
● Remote support tools: LogMeIn, TeamViewer, AnyDesk
● Training and mentoring new employees
● Problem-solving and complaint resolution
● Microsoft Office (basic proficiency)
● Strong written and verbal communication skills

Professional Experience

HR Specialist
Hexa LLC — Kyiv, Ukraine | September 2021 — Present

• Develop and implement monthly recruitment plans.
• Organize and conduct interviews with potential candidates.
• Maintain recruitment and HR reporting.
• Implement improvements based on candidate feedback to increase company attractiveness.
• Support onboarding and adaptation of new employees.
• Organize and improve staff evaluation procedures.

Customer Support Representative
Hexa LLC — Kyiv, Ukraine | July 2019 — September 2021

• Provided high-quality customer support through chats, messages, and phone calls.
• Managed and monitored orders, ensuring clear instructions, timely payments, and compliance with requirements.
• Handled complex customer cases, refunds, and complaints to ensure customer satisfaction.

Support & Sales Manager
Zoomsupport LLC — Lviv, Ukraine | August 2018 — June 2019

• Provided technical support and customer service over the phone.
• Responded to inquiries regarding products and services and resolved customer complaints.
• Successfully sold company services by identifying customer needs.
• Maintained high customer satisfaction through effective communication and support.
• Exceeded performance metrics and service expectations.

Customer Support Agent
Tickets LLC — Lviv, Ukraine | July 2017 — January 2018

• Followed company communication procedures, guidelines, and policies.
• Resolved customer complaints and provided accurate information regarding orders and service policies.
• Applied strong problem-solving skills to ensure high customer satisfaction and retention.

Education
Master’s Degree in Project Management — Lesya Ukrainka Volyn National University (2022)
Bachelor’s Degree in International Economic Relations — Lesya Ukrainka Volyn National University (2021)

Languages
English — Advanced / Fluent
Ukrainian — Native
Polish — Limited Working Proficiency