Contact information

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Work experience

Customer support agent

from 08.2023 to now (3 years 3 months)

* Communicating with airlines and partners regarding bookings, changes, and travel disruption cases.
* Handling requests related to refunds and compensation in accordance with company policies.
* Analyzing case circumstances, verifying booking data, and finding solutions in non-standard situations.
* Preparing and processing information and documentation required to resolve customer cases.
* Coordinating alternative travel arrangements, connections, and accommodation in cases of delays, cancellations, and other travel disruptions.
* Escalating complex and critical cases to management and relevant internal teams.
* Preparing bug reports, documenting technical issues, and coordinating with the development team.
* Communicating with customers in complex situations and following cases through to resolution.
* Providing feedback and suggestions for improving services and internal processes.

Customer Support Agent

from 01.2018 to 01.2019 (1 year)
Cryptonomos, Remote, Дистанційно (Телекомунікації, зв'язок)

* Providing technical and financial support to customers.
* Handling incoming requests and managing customer cases.
* Analysing customer needs and finding solutions in accordance with established procedures.
* Working with databases and internal information.
* Managing an online community and supporting users.

Head of Planning & Production Department / Lead Economist

from 11.2002 to 11.2011 (9 years)
State Enterprise “Vinnytsia Standardization & Metrology”, Вінниця (Державні організації)

* Preparing and maintaining internal and external documentation, reports, orders, and analytical materials.
* Developing and updating policies, instructions, and other regulatory documents.
* Working with regulatory requirements, internal procedures, and quality management system documentation.
* Preparing and supporting contracts, including foreign trade agreements.
* Conducting official correspondence with clients, management, counterparties, and external organizations.
* Planning and analyzing revenue, expenses, profitability, and technical and economic performance indicators.
* Working with financial and contractual documentation related to foreign economic activities.
* Developing technical specifications for software and new forms of economic analysis.
* Conducting internal audits, controlling documentation, and supporting internal information systems.

Education

Vinnytsia State Technical University

Business Economics for Managers, Вінниця
Higher, from 2001 to 2002 (1 year)

Khmelnytskyi Technological University

Faculty of Technology and Design, Design Engineer, Хмельницький
Higher, from 1999 to 2002 (3 years)

Knowledge and skills

• MS Office
• Автоматизація документообігу
• Data management
• Фінансовий аналіз
• Ведення документації
• Робота з клієнтами
• Ділове листування
• Урегулювання конфліктів
• Ручне тестування
• Робота із запереченнями
• Робота з претензіями
• Знання нормативної документації
• Компенсації
• Повернення грошей
• Case management
• Бронювання квитків
• Англійська комунікація

Language proficiencies

• Ukrainian — fluent
• English — above average
• Spanish — above average
• Italian — average