Diana

DIANA IVANOCHKO
Customer Support Specialist · Customer Service · Chat & Written Communication
Ivano-Frankivsk,Ukraine · Opentoremote, hybridandon-site · [open contact info](look above in the "contact info" section) · [open contact info](look above in the "contact info" section)
LinkedIn: [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY

Customer Support and Customer Service professional with experience in written client communication, outbound calls, order
processing and sales. Skilled in handling inquiries through Instagram Direct and messaging platforms, using CRM systems and
spreadsheets, following scripts and resolving customer concerns. As a freelance photographer, manage the client journey from
inquiry and consultation to booking, payment and follow-up.

EXPERIENCE

Photographer& Client Manager | Freelance
Jun2026 – Present · Ivano-Frankivsk,Ukraine
• Manage the client journey from first inquiry to booking, payment and post-service follow-up.
• Respond to messages, advise on packages, pricing, locations and concepts, and coordinate studio bookings and schedules.
• Handle changing requests and booking details professionally; worked with approximately 15 clients to date.

SalesManager | Flash
Jan2025 – Feb2025 · Lviv,Ukraine · On-site
• Made outbound calls to confirm online-store orders, answer questions and recommend additional products.
• Used CRM and internal tools to track customer information, prepare shipping documents and process orders.
• Handled objections, followed scripts and reviewed calls against company standards; completed approximately 1.5 months
oftraining.

DirectManagerIntern | EatforFit
Sep2024 – Oct2024 · Ivano-Frankivsk,Ukraine · Internship
• Completed a two-week internship handling incoming Instagram Direct inquiries and identifying customer needs. •
Advised customers on meal options and pricing, processed orders in Excel and maintained accurate information. •
Responded to questions and objections politely and in a timely manner.

ADDITIONAL EXPERIENCE & TRAINING

Manage personal social media accounts, plan and create engaging content, including Stories, short-form videos and behind-the-scenes
materials. Communicate with followers and maintain audience engagement. Completed an SMM Management course.

SKILLS

Customer Support:
Written & chat support · Customer communication · Instagram Direct · Order processing · Needs identification · Objection
and complaint handling · Upselling · Outbound calls · CRM · Script-based communication · Issue resolution · Accurate data
entry · Multi-tasking · Team collaboration · Working under pressure

Technical:
Microsoft Word and Excel · Google Sheets, Docs and Gmail · Canva · CapCut · Adobe Photoshop and Lightroom · Reblum ·
Figma (basic) · Instagram · TikTok · Threads · Tolearn newsoftware andinternal systems

EDUCATION & LANGUAGES

Vasyl Stefanyk Precarpathian National University
Bachelor’s Degree, English Language and Literature, Sep 2021 — Present

SMM: fundamentals
2026 — Gained theoretical knowledge and practical skills in social media marketing and digital promotion.
certificate

UX/UI Design Course
2024 — Basic Figma knowledge and familiarity with fundamental UX/UI concepts.

Ivano-Frankivsk Professional College of Vasyl Stefanyk Carpathian National University
Junior Bachelor’s Degree, Tourism and Recreation · Sep 2023 — Jun 2026

Languages: Ukrainian — Native · English — B1+ · German — A1