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You can get this candidate's contact information from https://www.work.ua/resumes/4879140

Work experience

Customer Care Team Lead

from 12.2018 to 07.2020 (1 year 7 months)
FINTECH DECISION PTE. LTD, Киев (Finance, banking, and insurance)

-Leading L1, L2 support teams and risk department;
-Hiring, training, mentoring and motivating the team;
-Operating an in-depth knowledge of business and technical product aspects;
-Writing and updating FAQs, policies and procedures manuals that cover company rules and employee guidelines for two projects;
-Always staying up to date with the new regulations, policies and features that are being implemented in the products; sharing them with the team members;
-Working closely with sales department;
-Communicating in chats with principal merchants to ensure fast and solid support;
-Negotiating with payment providers and banks on demand;
-Reconciling the refunds and chargebacks every 6 months;
-Working with the system architect on the product logic development and leading the following QA testing process;
-Assigning the tasks to the project manager based on user and operator experience to improve and optimize the platform;
-Understanding finance monitoring key aspects;
-Experience in the set-up and usage of anti-fraud filters.

Customer Support Representative

from 03.2018 to 12.2018 (9 months)
Data-tech Pro, Киев (Trading online)

-working on behalf of the online trading platform;
-responding promptly to customer inquiries via phone, mail or chat;
-monitoring and processing withdrawal requests;
-checking customers' documents and keeping track of missing items;
-helping newbies with solving complex issues.

Customer Support Representative

from 12.2017 to 03.2018 (3 months)
Support Your App, Киев (IT)

-resolving basic to complex support issues for customer inquiries -received via emails;
-taking a friendly and responsible attitude when handling complaints;
-ensuring customers' satisfaction.

Guide and Administrative Assistant

from 05.2017 to 11.2017 (6 months)
Adventure Tours in Ukraine, Киев (Inbound Tourism)

-providing direct secretarial assistance to CEO;
-efficiently managing the flow of office work by answering phone calls and replying to emails;
-leading Facebook and Instagram profiles;
-creating content for the website and brochures;
-scheduling bookings and making follow-up calls;
-managing meals and transportation related to the tour;
-handling emergencies.

Host and Event Manager

from 04.2016 to 05.2017 (1 year 1 month)
Dream House Hostel, Киев (Hotels)

-managing in-person guests inquiries;
-keeping a friendly environment in the common area;
-working at the reception when necessary;
-creating and carrying out evening activities;
-leading Facebook and Instagram profiles.

Language proficiencies

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