Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/20017084/

Work experience

Customer support representative

from 10.2020 to 07.2026 (5 years 10 months)
Mavuno Bora Limited, Remote (Food industry)

-Processed and followed up on 50 customer requests daily, ensuring issues were tracked through to resolution and customers received timely updates.
-Helped reduce repeat complaints and unnecessary customer escalations through effective issue resolution and follow-up. .
-Utilized CRM and ticketing systems to document customer interactions, update case records, track resolutions, and maintain 98%+ accuracy in customer information and support documentation.
-Provided step-by-step troubleshooting and product guidance, resolving technical and service-related concerns while escalating complex cases to the appropriate departments.

Live Chat Support/Call Support

from 08.2019 to 09.2020 (1 year 2 months)
Tasty Tides Limited, Remote (Food industry)

-Managed 60–100 customer interactions daily via live chat, email, and other digital support channels, delivering timely, professional, and customer-focused assistance.
-Maintained an average response time of under 2 minutes while handling multiple customer conversations simultaneously and ensuring accurate, personalized responses.
-Resolved 85–95% of customer issues at first contact, reducing customer complains and improving overall customer experience.
Achieved and maintained 95% customer satisfaction scores through active listening, empathy, effective communication, and solution-focused support.
-Handled 3–5 concurrent live chats while accurately addressing inquiries related to orders, payments, accounts, products, refunds, subscriptions, and general service issues.

Customer service representative

from 04.2016 to 06.2018 (2 years 3 months)
Deremy Planet Limited, Remote (Construction, architecture, interior design)

-Collaborated with Sales, Billing, Operations, Technical Support, and Management teams to resolve complex customer issues and ensure seamless service delivery.
-Consistently achieved 90% of key performance targets, including response time, resolution rate, customer satisfaction, quality assurance, and productivity metrics.
-Identified recurring customer concerns and communicated feedback to management, supporting improvements to customer service processes, FAQs, and internal knowledge resources.

Education

Ambrose Alli University

Political Science, Kyiv
Higher, from 2012 to 2015 (3 years)

Additional education and certificates

Advanced Microsoft Excel Course Training, Nemisi Systems Limited

2023, 1 month

Administrative Procedures and Office Support, Alison

2022, 1 month

Virtual Assistant Course, ALX Africa

2022, 3 months

Customer Service Foundations, LinkedIn Learning

2024, 1 Month

Communication Foundations, LinkedIn Learning

2024, 2 weeks

Basic Digital Literacy, Microsoft/Tech4Dev

2023, 1 month

Professional Soft Skills Learning Pathway, LinkedIn Learning

2024, 1 month

Knowledge and skills

• Productivity
• Communicability
• Documentation management
• Management of CRM
• MS Office
• Adaptability
• Cordiality
• Competent oral and written language
• High working capacity
• HubSpot
• Time management
• Analytical thinking
• Teamwork
• Troubleshooting
• Technical support for users

Language proficiencies

English — fluent

Additional information

Customer-focused professional with 7+ years of experience in customer support, client relations, and administrative roles. Experienced in handling high-volume inquiries, resolving customer issues, managing follow-ups, and maintaining accurate records across phone, email, live chat, and in-person channels. Strong written and verbal English communication skills, with a proactive, empathetic, and adaptable approach to customer needs. Proficient in CRM and customer support platforms, including HubSpot and Zendesk, as well as project management tools such as Asana and Trello. Skilled in multitasking, problem-solving, time management, and remote collaboration.