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Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/2321861

Work experience

Application Support Specialist

from 02.2020 to now (4 years 3 months)
Ciklum, Львів (IT)

- Respond to customers’ requests (in a quick and efficient manner)
- Escalate and investigate upcoming incidents to the proper resolution groups according to SLA
- Understand and analyze customers’ problem, find appropriate and acceptable solutions
- Help to solve most simple problems directly, otherwise escalate the issues through our ticket system to the back-end support team
- Help develop and implement web-based support initiatives, including knowledge bases, technical and modeling techniques and documentation
- Update the documentation
- Compile shift reports
- E-mail, voice and conference communication with customers

Stuff Asossiate

from 11.2019 to 12.2019 (1 month)
AT&T, Brno (Technical Support)

- Answers customer/client requests or inquiries concerning services and products and reports problem areas
- Utilizes various systems and tools to initiate to assist and service customers
- Continually maintain working knowledge of all company products, services and promotions
- Make recommendations according to customer’s needs
- Utilize operational systems to process purchases of all products and services
- Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines
- May perform other related duties and responsibilities as assigned and/or required
- Solid problem-solving skills for the purpose of determining and solving customer billing issues
- Strong verbal skills and phone skills for the purpose of gathering data for problem-solving and for communicating results to customers

Customer Support Representative

from 12.2014 to 10.2019 (4 years 10 months)
Zoomsupport, Ивано-Франковск (Remote Assistance Customer Support)

- Provide technical support and world-class customer service
- Experience in working with internal and external customers essential, native speakers
- Support and provide superior service via phone and chat
- Work on service request tasks
- Identify and escalate priority issues
- Excellent communication and presentation skills
- Fixing customers computers and activating our software
- Provide accurate, valid and complete information by using the right methods/tools
- Ability to interface and maintain effective working relationships with individuals at all levels
- Excellent team management, writing, and oral communication skills
- Ability of stress resistance

Sales manager

from 11.2013 to 10.2014 (11 months)
Supra Ltd, Львів (Trade electronics)

- Determines annual unit and gross-profit plans by implementing marketing strategies
- Analyzing trends and results
- Establishes sales objectives by forecasting and developing annual sales quotas for regions and territories
- Projecting expected sales volume and profit for existing and new products
- Implements national sales programs by developing field sales action plans
- Establishes and adjusts selling prices by monitoring costs, competition, and supply and demand
- Consulting clients on technical and operational matters
- Search for new customers and increase their existing database
- Control of sales
- Teamwork

Education

Ivano-Frankivsk University of Law named after King Danylo Galytskyi

Criminology, Ivano-Frankivsk
Higher, from 2008 to 2013 (4 years 8 months)

Additional education and certificates

Lviv Quality Assurance School (LQAS)/Software tester

03.14 - 05.14

Knowledge and skills

Language proficiencies

• Ukrainian — fluent
• English — advanced
• Russian — fluent

Additional information

- Advanced knowledge of PC/MAC, Android/iOS, TV and console OS's troubleshooting skills, peripherals, routers, etc.
- CRM experience (Salesforce, Zendesk, etc)
- Linux basic experience
- Basic knowledge of HTML/CSS, SQL, WordPress, Wix site builders
- Great knowledge of MS Office, Libre Office, OpenOffice, LogMeIn applications
- Understanding of WaterFlow and Agile workflows
- Good knowledge of Apple and Windows software products
- Jira, Bugzilla
- Bug tracking and reporting