Аліна

ALINA SOSIMOVYCH
Remote
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) Ukraine

ABOUT ME
Customer Support Specialist with 2+ years of experience providing remote customer
support to an international audience.
Experienced in handling customer inquiries related to accounts, payments, deposits,
withdrawals and general service issues. Skilled at identifying customer needs, following
internal procedures, providing clear solutions and escalating complex cases to the
appropriate teams.
Previous experience in hospitality, administration and customer-facing roles has developed
strong communication, problem-solving, attention to detail and customer service skills.
Quick learner who adapts easily to new tools and processes and is motivated to continue
developing within Customer Support and Operations.

EDUCATION
Master’s Degree
Hryhorii Skovoroda University in Pereiaslav | 2022–2023
Bachelor’s Degree, Philology
National Pedagogical Dragomanov University, Kyiv | 2018–2022

WORK EXPERIENCE
Customer Support / Support Manager
Remote | 2+ years
Handled customer inquiries through online support channels.
Assisted customers with account-related questions, payments, deposits, withdrawals and service issues.
Investigated customer problems and provided solutions according to internal procedures.
Managed multiple customer requests simultaneously.
Provided clear and professional responses to customers.
Followed up on open customer cases until resolution.
Used and adapted response templates according to individual customer situations.
Escalated complex and non-standard cases to relevant departments.
Communicated with customers from different countries and cultural backgrounds.
Processed cooperation-related inquiries and forwarded them to the relevant managers.
Followed internal customer service standards and procedures.
Independently organized daily tasks while working fully remotely.
Key skills: Customer Support, Customer Service, Chat Support, Email Support, Problem Solving, Communication, Follow-up,
Multitasking.

SMM Specialist
Boryspil | 2024
Communicated with audiences through social media channels.
Managed incoming messages and customer inquiries.
Prepared and published content.
Maintained communication with customers and followers.
Responded to requests and maintained a positive customer experience.

Food & Beverage Assistant
Crowne Plaza, United Kingdom | 2022–2023
Provided customer service to international hotel guests.
Took and processed customer orders.
Assisted guests with questions and requests.
Worked effectively in a fast-paced environment.
Followed company service standards.
Communicated with customers in English on a daily basis.
Worked as part of an international team.

Agent / Administrator
Fast Line, Boryspil | 2021
Assisted customers and passengers with service-related questions.
Provided information about available services and procedures.
Coordinated customer requests.
Worked with documentation.
Resolved customer issues and non-standard situations.
Worked efficiently in a high-volume customer environment.

Administrator
Beauty Studio, Boryspil | 2020
Welcomed and assisted customers.
Managed appointments and schedules.
Handled phone and online inquiries.
Coordinated daily administrative tasks.
Processed customer payments.
Maintained a high standard of customer service.

SKILLS LANGUAGES

Customer Support Ukrainian — Native
Customer Service English — Intermediate
Chat & Email Support French — Working proficiency
Client Communication
Problem Solving
Follow-up
Multitasking
Attention to Detail
Conflict Resolution
International Customer Support
Remote Work
Process & Procedure Compliance
Fast Learning
Independent Work