Ukraine's #1 job service
Софія
QA, Senior billing support agent
- Age:
- 29 years
- City:
- Lviv
Contact information
The job seeker has provided: Phone numberEmailMessenger
Name, contacts and photo are only available to registered employers. To access the candidates' personal information, log in as an employer or sign up.
You can get this candidate's contact information from https://www.work.ua/resumes/20804536/
Uploaded file
Quick view
version
This resume is posted as a file. The quick view option may be worse than the original resume.
SOFIIA
SP PROKOPETS
SENIOR BILLING SUPPORT / QUALITY ASSURANCE
CONTACT
PROFILE
Lviv, Ukraine
Customer support and quality assurance professional experienced in
[open contact info ](look above in the "contact info" section) international customer communication, billing inquiries, support quality reviews,
agent coaching, and cross-team collaboration. Seeking a remote role in
Remote opportunities customer support, billing operations, or QA.
EXPERIENCE
EXPERTISE
MacPaw 2024–2026
Customer Support
Senior Billing Support Agent & Quality Assurance Specialist
Billing Operations
• Delivered email-based billing and subscription support to customers worldwide
using Zendesk.
Quality Assurance
• Coordinated with technical teams via Slack to resolve issues and manage
Agent Coaching escalations.
Performance Reviews • Led one-on-one agent performance reviews and provided actionable coaching.
Excel Reporting • Audited support tickets in Zendesk QA to evaluate quality and adherence to
standards.
• Produced monthly performance and quality reports in Microsoft Excel.
TOOLS
GeeksForLess 2019–2023
Zendesk & Zendesk QA Customer Support Representative
Shopify • Supported US and Canadian customers via phone, email, and live chat.
Slack • Handled product and order inquiries for a pet-products e-commerce business.
Microsoft Excel • Managed and reviewed customer orders through Shopify.
EDUCATION
LANGUAGES
Lviv Polytechnic National University
English · Upper-Intermediate (B2) Applied Linguistics | 2014–2018
Ukrainian · Native
SOFIIA OLEHIVNA PROKOPETS · 6 FEBRUARY 1997
SP PROKOPETS
SENIOR BILLING SUPPORT / QUALITY ASSURANCE
CONTACT
PROFILE
Lviv, Ukraine
Customer support and quality assurance professional experienced in
[
agent coaching, and cross-team collaboration. Seeking a remote role in
Remote opportunities customer support, billing operations, or QA.
EXPERIENCE
EXPERTISE
MacPaw 2024–2026
Customer Support
Senior Billing Support Agent & Quality Assurance Specialist
Billing Operations
• Delivered email-based billing and subscription support to customers worldwide
using Zendesk.
Quality Assurance
• Coordinated with technical teams via Slack to resolve issues and manage
Agent Coaching escalations.
Performance Reviews • Led one-on-one agent performance reviews and provided actionable coaching.
Excel Reporting • Audited support tickets in Zendesk QA to evaluate quality and adherence to
standards.
• Produced monthly performance and quality reports in Microsoft Excel.
TOOLS
GeeksForLess 2019–2023
Zendesk & Zendesk QA Customer Support Representative
Shopify • Supported US and Canadian customers via phone, email, and live chat.
Slack • Handled product and order inquiries for a pet-products e-commerce business.
Microsoft Excel • Managed and reviewed customer orders through Shopify.
EDUCATION
LANGUAGES
Lviv Polytechnic National University
English · Upper-Intermediate (B2) Applied Linguistics | 2014–2018
Ukrainian · Native
SOFIIA OLEHIVNA PROKOPETS · 6 FEBRUARY 1997
Similar candidates
-
QC engineer
Lviv, Novoiavorivsk, Remote -
Customer success specialist
Lviv, Remote -
Customer success specialist
40000 UAH, Lviv -
Customer support representative
Lviv -
Customer success specialist
Lviv, Remote -
Customer service representative
Lviv, Dnipro , more 6 cities
Compare your requirements and salary with other companies' jobs:
The candidate's resume is posted at https://www.work.ua/resumes/20804536/