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Work experience

Customer support representative

from 08.2023 to 06.2026 (2 years 11 months)
NDA N/A, Дніпро (IT)

A London-based international company with multi-billion-dollar earnings that works as a platform for the creators to share and sell their creative work of explicit/non-explicit nature.

Under the terms of the NDA (Non-Disclosure Agreement) with the company, I am prohibited from disclosing the name of the company itself or any companies associated with it for the foreseeable future.

My main responsibilities were:
- providing timely support to the users of the platform (website) via chat/email,
- resolving technical and financial issues that may have arisen with the client`s account (non-payments, overdrafts, refunds, clawbacks, etc),
- verifying the client`s identity (KYC) and performing crucial changes on corresponding accounts (email/country of origin change, password/2FA reset, legal name change, account deletion, etc),
- keeping track of accounts adhering to our TOS and redirecting the tickets with department-specific issues to the responsible agents of said departments (Anti-Fraud, Content Management, GDPR, DMCA, Account Approval-KYC),
- following strict tickets/hour, tickets/day and ticket quality quotas (in which case I overperformed significantly).

Career break

from 01.2023 to 07.2023 (7 months)
Relocation

Customer Support Engineer

from 03.2021 to 12.2022 (1 year 10 months)
Ciklum/Omada, Дніпро (IT)

Providing support with the customer experience in chat/ticket form in case of issues with the product. Resolving/ reproducing the issues to find the source of discrepancies with the product/ transferring to the R&D/TSEC specialists for final (tailored) issue resolution.

Healthcare/Benefits Concierge

from 06.2019 to 02.2021 (1 year 9 months)
HealthJoy, Дніпро (IT)

Providing the concierge service to the product users, making healthcare simple by explaining their benefits, and assisting with locating the most cost-effective and high-rated physicians and facilities for their needs. My expertise allows me to investigate completely unknown topics and questions and find answers to them.

Customer Service Specialist

from 01.2019 to 05.2019 (5 months)
Namecheap.com, Дніпро (IT)

Handling technical support inquiries, assisting with website functionality issues, resolving domain/ IP/ website access problems, and guiding billing questions (hosting subscriptions) and issues.

Education

Oles' Honchar Dnipro National University

Psychology, Дніпро
Higher, from 2014 to 2018 (4 years)

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Здатність до навчання

Language proficiencies

English — advanced

Additional information

Education: Oles Honchar Dnipro National University, BA in Psychology

Core competencies:

- Customer Service - Billing Queries
- Complicated Topics Investigation - Savings Increasing Capability

Experience:

N/A (NDA)

Customer Support Specialist (CSS/CS)
Dnipro/London August 2023 - Current date

A London-based international company with multi-billion-dollar earnings that works as a platform for the creators to share and sell their creative work of explicit/non-explicit nature.

Under the terms of the NDA (Non-Disclosure Agreement) with the company, I am prohibited from disclosing the name of the company itself or any companies associated with it for the foreseeable future.

My main responsibilities were:
- providing timely support to the users of the platform (website) via chat/email,
- resolving technical and financial issues that may have arisen with the client`s account (non-payments, overdrafts, refunds, clawbacks, etc),
- verifying the client`s identity (KYC) and performing crucial changes on corresponding accounts (email/country of origin change, password/2FA reset, legal name change, account deletion, etc),
- keeping track of accounts adhering to our TOS and redirecting the tickets with department-specific issues to the responsible agents of said departments (Anti-Fraud, Content Management, GDPR, DMCA, Account Approval-KYC),
- following strict tickets/hour, tickets/day and ticket quality quotas (in which case I overperformed significantly).

Customer support engineer at Ciklum (Omada project)

Company security/Internal management system/ISO compatibility management
Dnipro/Copenhagen March 2021 - December 2022

Providing support with the customer experience in chat/ticket form in case of issues with the product. Resolving/ reproducing the issues to find the source of discrepancies with the product/ transferring to the R&D/TSEC specialists for final (tailored) issue resolution.

Healthcare/Benefits Concierge at HealthJoy

All-in-one medical benefits platform, Patient advocacy service
Dnipro/Chicago June 2019 - February 2021

Providing the concierge service to the product users, making healthcare simple by explaining their benefits, and assisting with locating the most cost-effective and high-rated physicians and facilities for their needs. My expertise allows me to investigate completely unknown topics and questions and find answers to them.

Customer Service Specialist at Namecheap.com

Website Hosting Provider/
Dnipro, January 2019 - May 2019

Handling technical support inquiries, assisting with website functionality issues, resolving domain/ IP/ website access problems, and guiding billing questions (hosting subscriptions) and issues.

Key Skills
• Expertise in the customer support industry
• Advanced level of English
• Good understanding of human-human interactions through empathy
• Friendly & approachable, polite
• Ability to listen, anticipate, and accurately understand instructions
• Ability to multitask and manage competing priorities in a fast-paced business
environment, while maintaining high standards of quality and accuracy
• Excellent organisational and communication skills, self-motivated and focused
• Hardworking and flexible with the ability to adapt to the environment
• Experienced in working under pressure in an extremely fast-paced environment