Contact information

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Work experience

TECHNICAL CUSTOMER SUPPORT SPECIALIST

from 08.2021 to 05.2023 (1 year 9 months)
Develux, All Ukraine (Consulting, accounting and auditing)

Resolved an average of 40 customer inquiries daily, achieving a 98% customer satisfaction rate through effective
troubleshooting and issue resolution techniques.
• Implemented a new knowledge base system, resulting in a 30% reduction in customer chat volume and freeing up
valuable resources for more complex support cases.
• Consistently exceeded KPIs by maintaining an average response time of under 5 minutes to customer queries,
contributing to a 15% increase in customer retention.

Customer support representative

from 01.2020 to 03.2021 (1 year 2 months)
Ri-tech, Kiev (Telecommunications and networking)

Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members

Sales agent and customer support

from 04.2019 to 09.2019 (5 months)
Vip pharmacy, Kyiv (Chemical industry, pharmaceuticals)

Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Knowing our products inside and out so that you can answer questions.
Processing orders, forms, applications, and requests.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the customer service process.
Managing a team of junior customer service representatives.
Ensure customer satisfaction and provide professional customer support

Education

National Aviation University

Msc. Software Engineering, Kyiv
Higher, from 2021 to 2023 (2 years)

National Aviation University

Software Engineering, kiev
Higher, from 2016 to 2020 (3 years 9 months)

During my study i learnt the basic of python, django, flask, html, css, c# , java, c++ and so on.

Knowledge and skills

• PC User
• Windows
• Adobe Photoshop
• Python
• Teaching
• Java
• Graphic editors
• C#
• Fast typing
• Programming
• MS Paint
• Adobe
• Engineering
• Design
• Graphics
• Customer support specialist
• Coding
• Conducting trainings
• Data analysis
• Business analysis
• Financial analysis

Language proficiencies

English — fluent

Additional information

Data analyst with a proven ability to extract valuable insights from complex data sets. Passionate about using data to improve business outcomes and excited to learn and grow in a dynamic data-driven environment.

Python | SQL | Tableau | Data Analytics | Data Visualization | Pivot Tables | Data | Cleaning | Excel | Reporting

Some of my personal qualities which you may find useful for this role are:

Ability to learn quickly coupled with innovative ideas for problem-solving
Ability to work in a team with strong communication skills
Hardworking and sincere towards work with an ability to take directions
Clear Verbal Communication
Ability to Empathize
Data Entry and Basic Computer Skills
Ability to Memorize Protocol and Guidelines
Situation Evaluation and Analysis