Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/5842916/

Work experience

Billing specialist

from 03.2024 to 08.2026 (2 years 6 months)
Confidential Cryptocurrency Exchange (NDA), Дистанційно (Фінанси, банки, страхування)

- Managed customer support operations for high-risk accounts, handling sensitive case escalations and mitigating customer friction in high-volume environments.
- Processed and resolved formal customer complaints in accordance with internal procedures and regulatory requirements.
- Managed end-to-end chargeback dispute processes, including preparing evidence packages and chargeback rebuttal letters.
- Investigated fraud alerts and analysed suspicious payment activities to minimise financial and operational risks.
- Handled transaction recalls and coordinated their resolution with relevant stakeholders.
- Prepared official responses and documentation for banks, law enforcement agencies, legal representatives, and other third parties.
- Applied card scheme dispute procedures and requirements during chargeback investigations and evidence preparation.
- Maintained and monitor company risk statistics and payment system performance using Google Sheets and BI tools.
- Produced analytical reports and risk summaries to support decision-making and identify emerging trends.
- Worked with multiple ticketing systems to ensure timely and accurate case resolution.
- Collaborated closely with Customer Support, Payments, and Compliance teams to improve operational efficiency and mitigate risks

Customer Support Specialist

from 09.2021 to 03.2024 (2 years 7 months)
Confidential Cryptocurrency Exchange (NDA), Дистанційно (Фінанси, банки, страхування)

- Provided customer support through email, live chat, and phone channels.
- Conducted video verification procedures in accordance with compliance requirements.
- Investigated and resolved escalated customer cases.
- Worked with Jira, Freshdesk, SupportPal, and other ticketing systems.
- Assisted customers with product-related inquiries while maintaining high service standards.
- Contributed to process improvements that enhanced response efficiency and customer satisfaction.

Education

ЧНУ, ALK Warszawa

Ангійська мова та література(середня освіта), Zarzadzanie(управління та фінанси), Черкаси
Unfinished higher, from 2019 to 2023 (4 years)

Additional education and certificates

ICA Specialist Certificate in Financial Crime Risk in Cryptocurrencies

2025, 2 місяці
Certificate

Knowledge and skills

• MS Excel
• Ведення документації
• MS Office
• Здатність до навчання
• Risk management
• Technical support for users
• Work with customers
• Грамотна усна та письмова мова
• Адаптивність

Language proficiencies

• English — above average
• Polish — beginner
• Spanish — beginner
• Ukrainian — fluent