Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/20481400/

Work experience

Customer support representative

from 10.2025 to 08.2026 (11 months)
Dream Port, Remote (Tourism)

• Handle 120+ customer calls daily across phone, email, live chat, and ticketing channels while maintaining high standards of accuracy, professionalism, and customer care.
• Maintain a 95% compliance score by consistently following company policies, service procedures, data-handling requirements, and established customer service standards.
• Achieve a 97% quality assurance score through accurate call handling, effective documentation, active listening, and consistent adherence to support procedures.
• Maintain an average customer response time of 15 minutes while prioritizing high-volume queues, urgent requests, escalations, and time-sensitive support cases.
• Resolve customer enquiries, account issues, complaints, billing questions, and technical problems using structured troubleshooting and problem-resolution techniques.
• Maintain accurate customer records, interaction histories, case notes, and follow-up actions within CRM and ticketing platforms.
• Manage customer cases from initial contact through resolution, minimizing unnecessary escalations while maintaining ownership of customer issues.
• Use Zendesk, Salesforce, Jira, or equivalent CRM and ticketing platforms to create, update, categorize, prioritize, and close support cases.
• Collaborate with internal teams through Microsoft Teams and Slack to resolve technical, operational, billing, and account-related issues within agreed service levels.
• Identify recurring customer issues and communicate trends to team leads and relevant stakeholders to support process improvements and stronger customer outcomes.
• Consistently meet or exceed KPIs covering call handling, response time, compliance, quality assurance, customer satisfaction, productivity, and attendance.
• Demonstrate strong remote-work discipline through reliable attendance, independent task prioritization, effective time management, and proactive communication with managers and colleagues.

Customer service manager

from 09.2024 to 06.2025 (10 months)
Webflow, Remote (IT)

• Delivered high-volume customer support through telephone, email, and online channels in a fast-paced service environment.
• Handled customer enquiries, complaints, account requests, and service issues while maintaining professional and empathetic communication.
• Applied troubleshooting and problem-resolution techniques to identify customer needs and provide timely, accurate solutions.
• Maintained detailed customer records in CRM and ticketing systems and ensured all cases were appropriately documented and followed through to resolution.
• Met established performance standards for call handling, response time, compliance, quality assurance, customer satisfaction, and attendance.
• Supported complex cases and escalations while maintaining clear communication and customer ownership throughout the resolution process.
• Collaborated effectively with remote colleagues and cross-functional teams using digital communication and collaboration platforms.

Customer support agent

from 11.2022 to 07.2024 (1 year 9 months)
DataDog, Remote (Public and business services)

• Provided responsive customer support across phone, email, and chat channels, resolving routine enquiries and service issues efficiently.
• Maintained accurate customer records and ensured all cases were documented according to company procedures.
• Used CRM and ticketing tools to track customer interactions, follow-ups, escalations, and resolutions.
• Built strong customer relationships through professional communication, empathy, patience, and effective problem resolution.
• Consistently met productivity, compliance, quality, attendance, and customer service targets in a high-volume environment.

Education

Enugu State University of science and Technology, Enugu-Nigeria

Political Science, Kyiv
Higher, from 2019 to 2023 (4 years)

Knowledge and skills

• Communicability
• Understandability
• Work with clients
• Receiving incoming calls
• Making outgoing calls
• Effective communication
• Time management
• Conflict resolution
• Adaptability
• Attentiveness
• The first line of support
• Technical support for users
• Work with customers
• Data management

Language proficiencies

English — fluent

Additional information

Performance & Operations
KPI Achievement • Compliance — 99% • Quality Assurance — 97% • Average Response Time — 15 Minutes • High-Volume Call Handling — 120+ Calls/Day • Ticket Management • Ticketing Systems • SLA Compliance • Queue Management • Case Prioritization • Process Improvement • Knowledge Base Management • Documentation & Reporting