Contact information

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Work experience

Client Support Agent

from 05.2025 to 05.2026 (1 year)
IMS Ukraine, Kyiv (Marketing, advertising, and PR)

Provided customer support via phone, live chat, and email, assisting
users with order placement, account-related questions, and service
inquiries.

Guided customers through the ordering process, helping clarify project
requirements, deadlines, formatting preferences, and service options.

Coordinated communication between customers and writers to ensure
timely updates and accurate delivery expectations.

Managed order progress, monitored statuses, and provided proactive
follow-up throughout the customer journey.

Handled customer concerns, complaints, revision requests, and
payment-related inquiries while maintaining high service standards.

Assisted with account management, order modifications, refunds, and
issue resolution in accordance with company policies.

Maintained detailed records of customer interactions and order activity
in CRM and internal management systems.

Supported customer retention through professional communication,
timely problem resolution, and personalized assistance.

Explained pricing structures, available services, promotional offers, and
platform policies to customers.

Client Support Agent

from 05.2024 to 05.2025 (1 year)
Data Group INC, Kyiv (Finance, banking, and insurance)

Respond to customer inquiries via phone and chat, addressing accountrelated concerns, transaction issues, and general banking queries.

Provide clear and accurate information about banking products,
services, and policies.

Guide customers through online and mobile banking platforms,
troubleshooting access issues and ensuring a smooth user experience.

Handle customer complaints and disputes with professionalism,
ensuring timely resolution of issues related to payments, transfers, or
unauthorized transactions.

Provide support with ATM, debit/credit card activation, blocking, and
replacement requests.

Maintain accurate records of customer interactions and transactions in
CRM systems

Lead Verification Specialist

from 06.2023 to 05.2024 (1 year)
InfuseMedia, Kyiv (Marketing, advertising, and PR)

Conduct thorough research to identify potential leads through
platforms such as LinkedIn and industry databases.

Build and maintain accurate and comprehensive lead lists, ensuring data
integrity and minimizing redundancies or inaccuracies.

Segment and categorize leads based on relevant criteria, such as
industry, company size, job titles, and other defining attributes to
enhance targeting accuracy.

Leverage tools like LinkedIn Sales Navigator, Yahoo Finance, ZoomInfo,
Crunchbase, and other resources to gather detailed prospect
information efficiently.

Cross-check multiple sources to verify the authenticity and relevance of
lead data, ensuring comprehensive and high-quality prospect profiles

SEO Copywriter

from 09.2022 to 06.2023 (10 months)
Hands With Pens, Kyiv (Marketing, advertising, and PR)

Created SEO-optimized content for projects in the gambling, betting,
and cryptocurrency industries in line with content strategies and client
requirements.

Wrote and adapted articles, reviews, informational content, and
marketing materials tailored to target audiences.

Conducted keyword research and implemented SEO best practices to
improve content visibility and search engine performance.

Optimized content structure, metadata, readability, and internal linking
to align with SEO guidelines and user intent.

Worked with detailed descriptions while consistently meeting deadlines
and maintaining quality standards.

Edited, proofread, and formatted content before publication.
Collaborated with editors and content teams to deliver engaging, highperforming content aligned with business goals

Client Support Agent

from 01.2021 to 06.2022 (1 year 6 months)
Turkish Airlines, Kyiv (Tourism)

Engaged with clients via phone to understand their travel needs,
preferences, budget, and itinerary requirements while delivering a high
standard of customer service.

Provided professional guidance on available travel options, fare
conditions, flight schedules, and additional airline services.

Used booking and reservation systems to arrange flights, process
bookings, modify itineraries, and issue travel-related documentation.

Assisted customers with ticket changes, cancellations, refunds,
rebooking requests, and schedule disruptions while ensuring timely
issue resolution.

Supported clients throughout the booking journey, addressing inquiries
and ensuring a smooth customer experience.

Promoted travel packages, upgrades, tours, and special offers,
consistently contributing to sales targets and revenue goals.

Built strong customer relationships through effective communication,
problem-solving, and personalized support.

Education

NU LESU

English Philology and Translation, Kyiv
Higher, from 2016 to 2021 (5 years)

Knowledge and skills

• MS Office
• SEO
• Work with clients
• Technical support for users
• Effective communication
• HTML
• Zendesk
• Management of CRM
• Data management
• Email client
• Receiving incoming calls
• Article writing
• Content Creation
• Google Docs
• Keyword research
• Time management
• Attentiveness

Language proficiencies

• English — advanced
• Ukrainian — fluent
• German — beginner