Contact information

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Work experience

Intake Specialist

from 11.2021 to 02.2023 (1 year 4 months)
PharmBills, Харків (Медицина, охорона здоров'я, аптеки)

- Work side by side with Ukrainian and American teams;
- Solve technical problems and customer requests;
- Contact customers by phone;
- Process incoming messages from various internal sources (automated task creation systems, emails, messengers);
- Analyze incoming problems and determine the correct way to solve them;
- Route incoming tasks to appropriate specialists within your team and other teams;
- Accompany the performance of tasks;
- If necessary, collect additional information to perform the task;
- Keep a history of tasks assigned;
- Keep records in the calendar and time counting system

Спеціаліст call-centre

from 01.2021 to 11.2021 (11 months)
CoinBits, LLC, USA, Florida, Miami (IT)

1. Make an interview with potential candidates
2. Do a selection of candidates
3. Work at "Trello", "Microsoft Word", "Excel"
4. Deal with candidate's problems, support
5. Make cold/ hot calls, receive and reply on e-mail messages

Education

University of Tartu (Estonia)

Project Management, Дніпро
Higher, from 2025 to 2026 (1 year)

Micro-degree programme in Project Management

University of Patras (Greece), University of Medicine and Pharmacy Grigore T.Popa (Romaina), University of Kragujevac (Serbia)

Biomedical Engineering, Дніпро
Higher, from 2024 to 2026 (2 years)

Erasmus Mundus Master in Biomedical Engineering (EMMBIOME), a two-year program in three universities, in Greece, Romania and Serbia

НТУ "ХПІ"

162 Біотехнологія та біоінженерія, Харків
Unfinished higher, from 2020 to 2024 (4 years)

Knowledge and skills

• Python
• C++
• Pediatric orthopaedics

Language proficiencies

• English — advanced
• Chinese — above average
• Ukrainian — fluent
• Norwegian — average

References

Olha Solonenko

Olha Solonenko

HR People Partner, PharmBills

Additional information

CORE COMPETENCIES
Equipment installation and commissioning | System upgrades and retrofits | Acceptance testing and functional verification | Troubleshooting and root-cause analysis | Electronic and sensor hardware | Customer training and handover support | Activity reporting and case documentation | Ticketing and reporting tools | Independent travel planning and scheduling | Cross-border project collaboration | Python, C++, Arduino | High autonomy and self-management

PROFESSIONAL EXPERIENCE
Customer Service Representative – first-line technical support | Nov 2021 – Feb 2023
PharmBills, Kharkiv, Ukraine, USA
PharmBills provides outsourced customer service and case management to US healthcare organizations. I worked in a team that served US customers directly, in close collaboration with the customer's own departments.
Responsibilities
• First line for incoming inquiries in 4 channels: phone, email, messaging services and automated case management systems.
• Troubleshooting and determining the cause of technical and administrative issues, with further escalation to the right professional resource.
• Ongoing documentation and follow-up of each individual case in the case management system until closure.
Results
• Handled approximately 115 cases daily in 4 channels and resolved around 75 of them in the first line. About two-thirds of the volume was clarified without burdening the specialist teams.
• Determined the cause of the remaining 40 cases before escalation, so that the professional resources received fully mapped cases rather than just forwarding them.
• Reduced repeat inquiries by explaining the cause and preventive measures to the user, so that similar situations could be resolved without new contact.
• Maintained full traceability through systematic case management, without a backlog in documentation.
TECHNICAL PROJECT EXPERIENCE
Master's Thesis Project – build, commissioning and fault diagnosis of a multi-system hardware setup | 2025 – 2026
Erasmus Mundus in Biomedical Engineering
Independent technical project carried out at the university's research laboratories, with full responsibility for equipment, implementation and documentation.
Responsibilities
• Construction, cabling, calibration and synchronization of 3 separate measurement systems: sEMG equipment with 500 Hz sampling rate, XSENS DOT inertial sensors and video equipment.
• Function check, operation and error correction during measurement sessions, as well as ongoing technical documentation.
Results
• Put the entire setup into operation from scratch and carried out complete measurement series on 9 subjects without lost data sets.
• Found and corrected noise, signal loss and synchronization errors during active operation, so that no measurement session had to be interrupted or repeated.
• Established function checks before each session as a fixed routine, which revealed errors before data collection rather than afterwards.
• Documented configuration, settings, deviations and measures throughout the period, and delivered a technical report that was approved by formal assessment.
PROJECT DELIVERY AND INTERNATIONAL COORDINATION
Co-organiser and Project Lead – international academic conference | 2025 – 2026
Erasmus Mundus in Biomedical Engineering
Delivered the conference from scratch with 1 colleague: 70+ attendees and 10+ speakers from 4 countries.
•Owned the full budget, obtained and compared supplier quotes, negotiated venue and equipment contracts, and secured external sponsorship.
•Planned and coordinated all logistics and deadlines remotely while relocating between 3 countries during the same academic year – sustained self-management away from a fixed base.
TECHNICAL SKILLS
Hardware assembly, wiring and calibration | Sensor instrumentation | sEMG acquisition hardware | XSENS DOT inertial sensors | Arduino and hardware prototyping | Python | C++ | Ticketing, case management and reporting tools | Microsoft Excel, Word, PowerPoint, Outlook, Teams | Technical documentation and reporting
LANGUAGES
Norwegian (good work skills), English (fluent, spoken and written), Chinese (good work skills), Georgian (basic), Ukrainian (native language), Russian (native language)