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Work experience

Customer support representative

from 07.2022 to 08.2024 (2 years 2 months)
Teleperformance portugal, Remote (Telecommunications and networking)

Meta Support Pro, in the Front Line handling customer complaints, providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents. Follow communication procedures, guidelines, and policies. Take the extra mile to engage customers.

Responsibilities :
• Provide support to small and medium-sized businesses (SMBs) to help them grow
their businesses across multiple channels - chat, email, and phone;
• Support and expand the self-serve advertising base for SMB clients in the online
and digital advertising domain;
• Provide pre and post-sales support for all self-service products;
• Provide product and tool support to improve clients’ experience;
• Identify trends and solve problems facing multiple SMB clients;
• Providing vital product insights and feedback from our customers to
engineering.

Quality controller

from 08.2021 to 02.2022 (7 months)
Dukascopy Bank SA, Kyiv (Finance, banking, and insurance)

•Monitor and evaluate customer calls for quality and compliance.
•Provide feedback and coaching to agents to improve performance.
•Analyze trends and report insights to management.
•Ensure adherence to company policies and regulatory standards.
•Maintain records of evaluations and performance metrics.

Sales representative

from 01.2021 to 07.2021 (7 months)
Astral Group, Kyiv (Telecommunications and networking)

Promoting and selling company’s services (legal assistance in obtaining a visa/green
card for the United States) to new and existing clients via phone calls;
Establishing, developing and maintaining positive business and clients relationships;
Resolving clients problems and complaints;
Developing strategies for more efficient sales closing.

Education

hight technical superior

Automobile engineering, Kharkiv
Higher, from 2016 to 2019 (3 years)

The training includes 31 hours of weekly lessons (65% of them are devoted to vocational training):

general knowledge and expression: 3h (1st and 2nd year)
modern language: 2 hours (1st and 2nd year)
mathematics: 2h30 (3h (1st and 2nd year)
physics chemistry: 2h (1st year), 3h (2nd year)
associated vocational and general education (STI, economics-management, foreign language teaching, mathematics): 8 p.m. (1st year), 7 p.m. (2nd year)
personalized support: 1h30 (1st and 2nd year)
Two periods of internships in a company complete the system: a discovery internship in the 1st year (2 weeks), a professional internship (6 to 10 weeks in the 2nd year).

Language proficiencies

• English — fluent
• French — fluent
• Spanish — advanced