Contact information

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Work experience

Customer service manager | Teamlead

from 09.2019 to 04.2021 (1 year 8 months)
Westlane Commerce, Київ (IT)

• Provided live chat and email support in English (about 95% chat, 5% email), handling 10–20 concurrent chats.
• Resolved issues with refunds, unapplied promotions and orders blocked by incorrect details.
• Handled account-level tickets, escalated complex cases and followed up until resolution.
• Maintained account records and documented case progress.
• Drafted case-specific response templates and improved outdated support procedures.
• Processed about 15 tickets per day versus a typical 8–10 among colleagues.
• Automated repetitive tasks and record entry with Python scripts and Telegram bots.
• Promoted to Team Lead after one year; responsible for a team of 50 in the second year.
• Trained about five colleagues and introduced a trainer/helper role for onboarding and day-to-day support.

Education

Київський національний університет імені Тараса Шевченка

Інформаційна безпека (кібербезпека), Київ
Higher, from 2019 to 2023 (4 years)

Knowledge and skills

• Організованість
• Python (automation)
• Підтримка клієнтів у чаті
• Підтримка електронною поштою
• Обробка тікетів
• Ескалація складних звернень
• Пошук і вирішення проблем
• Документування звернень
• Уміння працювати в режимі багатозадачності
• Уважність
• Робота в команді
• Навчання та адаптація колег
• Удосконалення процесів
• Live chat support
• Email support
• Ticket handling
• Case escalation
• Troubleshooting
• Written communication
• Ability to work in multitasking mode
• Attentiveness
• Conflict settlement
• Case ownership
• Process improvement
• Teamwork
• Onboarding and training
• Case documentation
• Guidelines and procedures
• Communicability

Language proficiencies

• English — above average
• Ukrainian — fluent

Additional information

Customer support specialist with experience in live chat and email support, ticket handling, case escalation and troubleshooting in English. Processed about 15 tickets per day versus a typical 8–10 among colleagues. Led a team of 50 as Team Lead and automated repetitive support tasks with Python.

Languages: English — B2; Ukrainian and Russian — native.
Availability: rotating shifts, including nights, weekends and public holidays.

Information Security Specialist | 2022-2025