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Work experience

Customer support

from 09.2019 to 08.2024 (5 years)
Essaypro, Remote (Education and science)

-Resolved 40-50 customer support tickets daily, with peaks of 60-70 tickets during high-demand periods, maintaining a high customer satisfaction rate.
-Led and managed a team, achieving recognition for the highest-rated team of the year through effective leadership and performance management.
-Awarded "Night Shift Employee of the year" for delivering exceptional customer service and maintaining professionalism in a high-pressure environment.
-Coordinated with US clients, improving service delivery and communication standards across different time zones.
-Implemented process improvements that led to a 15% increase in customer satisfaction scores and a 10% reduction in average resolution time.
-Supervised night shift operations, handled escalated issues, and ensured consistent service quality during off-peak hours.

Customer support agent/Sales agent

from 02.2018 to 07.2019 (1 year 6 months)
VIP Online pharmacy, Kyiv (Medicine, pharmacy)

-Delivered high-quality customer support, contributing to improved customer satisfaction and retention rates.
-Built and maintained strong client relationships, resulting in a 20% increase in customer retention.
-Conducted retention calls and successfully persuaded 20% of dissatisfied customers to continue using the company's products and services.
-Managed an average of 25+ incoming support calls per 8-hour shift, addressing and resolving complex issues effectively.
-Integrated customer feedback into service enhancements, leading to measurable improvements in service quality and customer experience.

English teacher (Part-Time)

from 05.2017 to 01.2023 (5 years 9 months)
Green country, Remote (Education and science)

-Implemented innovative teaching methods to enhance student engagement and comprehension, resulting in a measurable improvement in overall class performance and test scores.
-Developed tailored lesson plans and educational materials to accommodate diverse learning styles and abilities, leading to increased student participation and retention.
-Established a positive and inclusive classroom environment conducive to learning, fostering a sense of community and mutual respect among students.
-Actively collaborated with colleagues to share best practices and resources, contributing to a collaborative and supportive professional learning community.

Education

Bogomolets National Medical University

Medical, Киев
Higher, from 2016 to 2022 (6 years)

Knowledge and skills

• Conflict-free
• Communicability
• Teaching for children and teenagers
• Online teaching
• Conducting individual classes
• Confidence
• Teaching for adults

Language proficiencies

English — fluent