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Work experience

Customer Support Representative

from 03.2022 to 11.2025 (3 years 9 months)
Develux Essaypro, Kyiv (Education and science)

Professional Experience

- Delivered timely, empathetic support to 60+ English speaking customers daily across chat, email, and social media, consistently ensuring satisfaction and professional engagement.

- Managed order communications, processed transactions, and resolved post-sale issues efficiently, maintaining accuracy and building positive client relationships.

- Engaged actively on social platforms to address inquiries and feedback, helping maintain brand reputation and increase customer trust, taking note of frequently occurring issues.

- Investigated root causes of issues, applied effective problem-solving, and consistently achieved first-contact resolution rates above expectations.

- Utilized Intercom and ChatGPT while adaptable to CRMs such as Zendesk and Salesforce, streamlining workflows and maintaining consistent communication.

- Maintained constant availability across Telegram, WhatsApp, and Facebook, ensuring timely responses and dependable accessibility throughout working hours.

- Documented interactions accurately, coordinated with internal teams for escalations, and supported complex case resolutions with clear communication.

- Eager to leverage proven support expertise and adaptability to contribute meaningfully to dynamic, growth-focused teams.

Customer Support Representative, Quality Assurance Specialist

from 04.2019 to 03.2021 (2 years)
Cryptonxt, Kyiv (Finance, banking, and insurance)

Professional Experience

- Responded to client inquiries with professionalism and empathy, ensuring timely resolutions and boosting satisfaction among international customers.

- Maintained detailed logs of support cases for audits, process improvements, and compliance with company policies.

- Collaborated with internal teams to address escalations, align service delivery with standards, and ensure seamless client experiences.

- Verified order accuracy and managed escalated concerns with tact, raising first-contact resolution rates by 20%.

- Assisted with internal communications, training colleagues in clarity and efficiency, which strengthened team collaboration and service outcomes.

- Compiled service reports and ensured strict compliance with data protection standards, including GDPR, while safeguarding customer trust.

Education

Bogomolet national medical university

Medicine, Kyiv
Higher, from 2016 to 2022 (6 years)

Additional education and certificates

European university

2016,3 months

Knowledge and skills

• MS Word
• MS Excel
• MS PowerPoint
• Attentiveness
• Ability to work in multitasking mode
• Fast typing
• Receiving incoming calls
• Management of CRM
• The first line of support
• Second line of support
• Conducting online chats

Language proficiencies

English — fluent

Additional information

- I possess advanced proficiency in both written and verbal English communication, enabling seamless interaction with diverse audiences.
- My adeptness in customer engagement ensures effective communication and satisfaction.
- Excelling in multitasking, I am adept at thriving in high-pressure environments.
- I am eager to learn and grow through mentorship from seasoned colleagues.
- My work is characterized by efficiency and effectiveness, consistently delivering quality results.
- I strongly uphold the belief that superior communication skills are pivotal to achieving success.
- As an active listener, I diligently attend to work-related information with meticulous detail.