Анастасія

Anastasiia
Korotun
Customer Support & Payment Support Specialist

Skills
– Customer Support — handling customer inquiries, complex cases, complaints, and escalations.
CONTACT – Payment Support & Payment Retention — handling payment-related cases with a focus on retaining customer
payments and preventing unnecessary payment losses.
– Dispute & Chargeback Management — PayPal disputes, card chargebacks, case investigation, and evidence
Phone preparation.
[open contact info](look above in the "contact info" section) – Case Investigation & Problem Solving — analyzing complex and recurring cases, identifying patterns,
researching solutions, and escalating issues when required.
Email – External Requests & Complaints — preparing responses to requests from banks, the Better Business Bureau,
[open contact info](look above in the "contact info" section) and law enforcement authorities.
– Process Improvement & AI Tools — identifying recurring issues, suggesting workflow improvements, and
LinkedIn
using AI tools to research solutions and improve support processes.
[open contact info](look above in the "contact info" section)

Location
Work Experience
Ivano-Frankivsk, Ukraine

Payment Support Agent
2025 – 2026 · HOLYWATER TECH
– Handled complex payment and customer cases with a focus on preventing unnecessary payment losses and
EDUCATION protecting company funds while maintaining a positive customer experience.
– Managed PayPal disputes and card payment chargebacks, investigating each case, collecting relevant
transaction and customer information, and preparing documentation and evidence to support the company's
2022 – 2023 position.
Master's Degree – Reviewed disputed and refund-related cases to determine the appropriate resolution and identify opportunities
International Economic Relations to retain funds while minimizing customer dissatisfaction.
V. Dahl East Ukrainian National University – Handled external payment-related requests and prepared responses for banks, the Better Business Bureau
(BBB), and law enforcement authorities.
– Investigated escalated and non-standard cases, coordinating with relevant teams and external payment
2018 – 2022 providers when additional investigation or action was required.
Bachelor's Degree – Identified recurring issues and patterns across payment and customer cases, sharing findings and suggesting
improvements to payment support workflows and processes.
International Economic Relations
– Used Solidgate, Intercom, Amplitude, and AI tools such as Claude to investigate cases, gather relevant
V. Dahl East Ukrainian National University
information, and research possible solutions.

Customer AI Operator
2024 – 2025 · HOLYWATER TECH
LANGUAGES – Handled 300+ customer replies per shift via Intercom, maintaining consistent response quality while managing
a high volume of customer inquiries.
– Resolved customer issues related to products, accounts, subscriptions, and payments, providing clear and
Ukrainian Native relevant solutions.
English B1 – Investigated non-standard and recurring issues, analyzing customer cases and user behavior to identify possible
causes and patterns.
– Escalated complex or recurring issues to the appropriate teams and shared relevant information to support
further investigation and resolution.
– Used Intercom, Amplitude, Solidgate, and AI tools such as Claude to handle customer cases, research
CERTIFICATES solutions, and improve support workflows.

Administrator
Claude 101 2022 – 2023 · Aqua Baby Pool
Anthropic – Organized and managed work schedules to ensure optimal resource allocation.
– Delivered professional, friendly customer service aligned with high service standards.
– Consulted customers in person and by phone, providing product and service information.
Claude Code 101
– Managed internal and external requests, ensuring efficient inter-departmental communication.
Anthropic
– Maintained and regularly updated the customer database.

Payments Online Course
by Solidgate · 100%
Genesis Internal · 05.2026