Contact information

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Work experience

Customer service representative

from 01.2025 to now (1 year 2 months)

Assisted customers with product inquiries, scent recommendations, subscription adjustments, order tracking, and returns, ensuring a smooth and enjoyable experience from purchase to delivery.

Troubleshoot issues related to product performance, shipping delays, or damaged items, quickly identifying root causes and delivering effective resolutions.

Communicate Drift’s brand values and product knowledge clearly to help customers choose scents and home goods that complement their lifestyle.

Collaborate closely with fulfillment, product, and marketing teams to escalate customer insights and contribute to the continuous improvement of the customer journey.

Manage high-volume support periods such as new product launches or seasonal drops, while maintaining empathy, accuracy, and efficiency.

Capture customer feedback and identify patterns that help inform future product development and improved service processes.

Customer Service Manager

from 08.2022 to 12.2024 (2 years 5 months)
Syntax Technologies, Other countries (Education and science)

• Led and managed a team of customer service representatives, overseeing daily operations and ensuring high levels of customer satisfaction.
• Developed and implemented customer service policies and procedures to improve service quality and efficiency.
• Monitored key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores, and take took ective actions as needed.
• Conducted regular training sessions to enhance team members’ communication, problem-solving, and product knowledge skills
• Collaborated with cross-functional teams, including sales, marketing, and product development, to ensure a seamless customer experience.
• Handled escalated customer issues and worked to have them promptly and effectively resolved.
• Achieved a 15% increase in customer satisfaction and a 30% reduction in response time within the first 2 months of my tenure.

Customer Service Representative

from 03.2019 to 08.2022 (3 years 6 months)
Syntax Technologies, Remote (Recruiting and HR)

• Managed and responded to customer inquiries via phone, email, and live chat, ensuring timely and effective resolution of issues.
• Provided technical support and troubleshooting assistance for software and hardware products along with upselling of the company's services.
• Escalated complex issues to higher-level support or management as needed.
• Maintain detailed records of customer interactions, feedback, and resolutions in the company’s CRM system.
• Achieved a customer satisfaction rating of 100% through personalized and empathetic service.
• Collaborated with the product and engineering teams to identify and resolve recurring customer issues.

Customer Support Representative

from 01.2015 to 03.2019 (4 years 3 months)
Auslogics Software Ltd Pty, Other countries (IT)

• Handled inbound customer calls and emails, addressing inquiries about products, orders, and policies.
• Processed returns, refunds, and exchanges, ensuring compliance with company policies.
• Provided customers with product recommendations and gave information on promotions, leading to increased sales.
• Collaborated with cross-functional teams to deliver customized solutions to clients.
• Recorded customer feedback and suggested improvements to enhance the customer experience.
• Maintained a high response time, regularly exceeding company benchmarks.

Education

Kharkov National University of Economics

Master of Business Administration, Харків
Higher, from 2018 to 2020 (2 years)

Knowledge and skills

• Attracting new customers
• Communicability
• Conducting negotiations
• Conflict settlement
• Attentiveness
• Customer Retention
• Complaint Management
• Accounting management
• Customer Satisfaction
• Relationship Development
• Educability
• Direct sales
• Handling objections
• Email client
• Management of CRM
• Ability to work in multitasking mode

Language proficiencies

English — fluent

Additional information

Ukrainian