Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/5168536/

Work experience

Quality Improvement

from 04.2025 to now (1 year)
Telcel, Remote (IT)

Ensuring the quality of calls of German agents for the German market in the company that specifies in providing call center services for the companies worldwide. Listening and analysing calls, submitting reports and feedback according to the data analised, taking parts in team planning and development, fulfillment of statistical tasks for the calls and product analysis.

Customer Service and Success, Customer Support

from 01.2020 to 08.2023 (3 years 8 months)
Remote projects, digital software and ecommerce, Remote (IT)

Working at customer success for various remote projects as a freelancer (e-commerce - German and Swiss online stores, Digital Software Development products support and pre-sales tasks).

Responsibilities: Processing customer inquiries via tickets, live chats, calls and online meetings, updating documentation, dealing with suppliers, tech and sales teams, taking part at product updates preparation and review, content editing/translation, preparing email templates, preparing and updating manuals on the website, conducting demos and assisting sales and marketing teams with sales processes.

Customer Success Manager

from 04.2019 to 11.2019 (8 months)
IntechSoft, Харків (IT)

Customer Service and Software Support for BMW partner project at IntechSoft, Kharkiv, Ukraine

Responsibilities: Providing customer support via email and phone for BMW workers using the software product developed; updating user manuals, creating product articles and documentation, participating in customer process improving meetings.

Customer Success Manager & Account Manager

from 02.2018 to 03.2019 (1 year 2 months)
Ronis Business Tools (Recommend Pro), Харків (IT)

Developing customer relationships that promote retention and loyalty;
Working closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction;
Providing technical support to customers with to keep customers satisfied with the business’s products;
Creating policies and procedures that optimize the customer experience;
Gathering feedback from customers;
Analyzing customer data to identify the best practices

Helpdesk Engineer/Technical Support Agent

from 05.2017 to 02.2018 (10 months)
TEAM International, Харків (IT)

Investigating and resolving client cases using an internal database as well as SQL database;
Remotely connecting to clients' PCs to run the necessary application fixes (if required);
Communicating with clients via an online portal and emails;
Performing different internal system tasks per clients' or developers' requests

Customer Service Rep and Community Manager

from 05.2015 to 07.2016 (1 year 3 months)
Catalyst Apps, Харків (IT)

Managing players' Facebook groups;
Communicating with players via Facebook messages and emails and assisting them with different game issues or queries;
Working with the game's internal database to perform different players' account adjustment tasks;
Monitoring game processes and working closely with the QA team to enhance the efficiency of the development process.

Project Manager and Customer Service Rep

from 08.2011 to 07.2012 (1 year)
CR Systems, freelance (IT)

Providing customer service and project management for the 360- degree feedback evaluation projects.

Customer Service Rep

from 02.2011 to 02.2013 (2 years)
Sharkius Games, freelance (IT)

Customer Service Rep & Editor

from 12.2010 to 05.2011 (6 months)
Plarium Global, Харків (IT)

Education

University of Bonn

Asian Studies and Chinese, Бонн
Higher, from 2014 to 2015 (1 year)

Skovoroda Kharkiv National Pedagogical University

Language and Literature (English und German). Pedagogics and Methodic of the Secondary Education., Харків
Higher, from 2006 to 2010 (4 years)

Bachelor Degree

Additional education and certificates

Source IT

QA Manual Course

ESG Bonn

Intensive German Course, 2013

TestDAF Institute

International German Language Certificate (Test DAF)

Complex Internet Marketing course at Genius Space

2023, 5 months

Knowledge and skills

• MS Office
• CRM
• Jira
• Microsoft Dynamics CRM
• Intercom
• Zoho CRM
• Zendesk
• Freshdesk
• Customer success
• German language
• English language
• HubSpot
• Google Workspace
• Atlassian
• Confluence
• Lead generation
• Sales assistance
• Ведення E-commerce проєктів
• Online marketing
• Accounting management
• User ChatGPT
• Notion
• QA basics
• Slack

Language proficiencies

• English — fluent
• German — fluent
• Ukrainian — fluent
• Chinese — beginner

Additional information

Internships

August 2012 - August 2013 Au Pair,Germany

May 2009 - September 2009 Work and Travel, USA

May 2008 - September 2008 Work and Travel, USA