Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/5592807/

Work experience

Support team lead

from 03.2025 to 02.2026 (1 year)
Skelar, Дистанційно (IT)

•Team management
•Creating new and maintaining existing flows
•Semi-annual salary and performance review processes.
•Weekly KPI monitoring process with focus on deviations and rool causes
•Regular sync with agents, maintaining team perfomance
•Shift planning and creating schedule
•Different tasks according to current business targets
•Participation in the employment process (hiring interviews)
•Onboarding and offboarding process

Customer care agent

from 04.2023 to 03.2025 (2 years)
Skelar, Дистанційно (IT)

•Assisting customers within chat, email and call (Zoom, Meets)
•Providing services for the app publishing process
•Managing and maintenance of each app attached to the manager
•Shift work
•Resolving technical queries about the product, platform via tickets, calls and preferred communication channels.
•Billing assistance
•Introductory sessions for the new customers
•Creating and managing knowledge base for customers (writing and editing
articles regarding new and existing features to improve and simplify customer's experience)
•Direct cooperation between different departments for customer's technical queries to deploy app versions, fixes,

Customer's support/Sales executive

from 04.2022 to 04.2023 (1 year)
STRUKTURA, Дистанційно (IT)

•Consultation of English-speaking customers about the product (Tickets, chats, calls)
•CRM
•Shift work (12 hours)
•Resolving technical queries about the product, platform etc
•Researching technical information about modern relevant Android/iOS device's security features and technical characteristics

Application Support Engineer

from 02.2021 to 12.2021 (11 months)
Allvue, Дистанційно (IT)

•Technical assistance for accounting and financial management software (B2B)
•Customers case management using various "Tickets" emailing systems
•Creation and monitoring of primary documentation for each specific case/ further
management until the issue is fully resolved
•Creation of User stories' in special portals (Jira) for further cooperation with the
technical department - understanding of Microsoft core-based products
•Close cooperation between departments/mediation between colleagues from
technical departments and the client for the transfer of each specific technical
task.

Customers support agent

from 04.2020 to 12.2020 (9 months)
Kyiv Wirex, Київ (IT)

•Advising clients on technical issues with help Zendesk (emails/chats)
•Managing customers database and cooperation with customers Solving technical
problems and their managing per customer's request
•Completed Anti-money laundering, whistleblowing courses. Those skills are also
an integral part of the documentation check for customer's verifications
•Close cooperation with Risk Departments, Billing departments

Sales representative

from 08.2019 to 04.2020 (9 months)
Kyiv Brainstack, Київ (IT)

•Selling the product to customers within Zendesk / calls
•Managing of database with active and interested customers.
•CRM working with internal system for order managing
•12 hours shifts including night shifts
•Cooperation between different departments (Support, technical)

Customer's support/Sales representative/Supervisor/Onboarding manager,

from 11.2017 to 04.2019 (1 year 6 months)
Kyiv Devoop, Київ (IT)

•Consultation of English-speaking customers about the product (Zendesk, calls)
•CRM
•working with internal system for order managing
•Shift work
•Upsale/crossale of completed orders
•Quality control for the team members (after the promotion)
•Control over the priority of work (due to high workflow priories for the team must
be set correctly)

Education

НПУ ім. М.П. Драгоманова

Іноземна філологія, Англійська-Українська мови, Київ
Unfinished higher, from 2013 to 2014 (1 year)

Someday, I would like to become a teaher or Uni porfessor, which is why I would like to continue my education

Knowledge and skills

• Здатність до навчання
• Personnel management
• Understandability
• Data management
• Zendesk
• Freshdesk
• Написання промптів для ChatGPT
• User ChatGPT
• Second line of support
• Technical support for users

Language proficiencies

• Ukrainian — fluent
• English — advanced

Additional information

- Professional Customer Support/Customer Care expert, and Team Lead where as Support: - Resolved highpriority tickets with a first-contact resolution rate above target.
- Achieved top QA evaluation scores for accuracy, empathy, and compliance.
- Handled large ticket volumes while meeting all SL.As.
- Recognized for exceptional customer communication and problem-solving skills.
- Successfully de-escalated challenging customer interactions.
- Contributed knowledge-base articles and shortcut base to improve leam efficiency.
- Assisted in onboarding and mentoring new support agents.
As a manager (Team lead): - Increased team productivity by optimizing workflows and reducing backlog.
- Led a team to consistently exceed SLA and FCR targets.
- Conducted performance reviews and created individualized development plans.
- Implemented quality monitoring frameworks that improved accuracy and compliance.
- Coordinated cross-department collaboration to resolve systemic issues.
- Recognized for strong leadership, team morale building and conflict resolution.