Ольга

Olha Tsenglevych Communicative and detail-oriented Customer Support Specialist with 2
years of hands-on experience in client support. Leveraging an academic
CUSTOMER SUPPORT
background in Applied Linguistics, I effectively manage inquiries, resolve
SPECIALIST
complex cases, and maintain high customer satisfaction.

CONTACT
WORK EXPERIENCE
PHONE
[open contact info](look above in the "contact info" section) Customer Support Specialist 2024 — 2026

EMAIL Customer Support Services
[open contact info](look above in the "contact info" section) Processed incoming inquiries via ticketing systems, live chat, and email in English
AGE / LOCATION and Ukrainian.
22 years old, Lviv, Ukraine Resolved customer issues efficiently and handled conflict resolution following
company service standards.
SKILLS Analyzed customer feedback and escalated key product suggestions to
engineering and product teams.
Customer Support Zendesk
Created and updated internal response templates, documentation, and knowledge
Freshdesk Live Chat base (FAQ) articles.
Maintained high customer satisfaction and quality ratings (CSAT/NPS > 95%).
CRM Systems Ticketing

Conflict Resolution Text Analysis
EDUCATION
LANGUAGES
Applied Linguistics (Bachelor's Degree) 2021 — 2025
Ukrainian
Ivan Franko National University of Lviv
Native (C2)
Specialization: Computational & Applied Linguistics, Intercultural Communication,
English
Text Analysis, Automated Processing of Linguistic Data.
Conversational (B2)

SOFT SKILLS KEY ACHIEVEMENTS

• Empathy & Active Listening
Reduced average First Response Time (FRT) by 20% through optimizing quick
• Strong Written Communication response templates.
• Stress Tolerance Successfully handled complex English-speaking support tickets, maintaining
consistently high customer satisfaction scores.
• Fast Learner

Olha Tsenglevych — Resume Page 1 of 1