Contact information

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Work experience

Customer support representative

from 12.2024 to 05.2025 (6 months)
PeopleForce, Дистанційно (IT)

Provided dedicated support for a fintech application in the Indian market, handling user inquiries and transaction-related issues.
Performed routine verification and monitoring of financial transactions, ensuring system security and compliance.
Gained expertise in the specifics of digital payments and user expectations within the Indian financial sector.

Support manager

from 10.2023 to 09.2024 (1 year)
TechDes, Дистанційно (IT)

Delivered L1/L2 technical support, ensuring effective resolution of client issues.

Line 1 Support Responsibilities:
Investigated and resolved incoming client tickets related to lead distribution system errors and access problems.
Assisted users with troubleshooting and navigation within their personal accounts.
Documented recurring issues and contributed to the knowledge base.

Line 2 Support Responsibilities:
Addressed escalated and complex technical issues that required deeper analysis.
Performed data modifications, updates, and corrections directly in the database using back-office tools.
Monitored systems for potential data inconsistencies and performed root cause analysis.
Collaborated with development team to resolve bugs.

Support manager

from 08.2022 to 12.2024 (2 years 5 months)
ТОВ Softissue, Дистанційно (IT)

Delivered end-to-end customer support for an iGaming affiliate network, specializing in user onboarding (registration) and enhancing the player experience.
Actively participated in the creation and A/B testing of promotional campaigns, which increased player engagement and conversion rates for partner casinos.
Spearheaded content localization initiatives for the Brazilian (PT-BR) audience, adapting marketing copy and user interfaces to resonate with local cultural nuances.
Collaborated with marketing and content teams to ensure campaign effectiveness and a seamless user journey for a specific geographic target.

Customer support representative

from 06.2022 to 10.2023 (1 year 5 months)
Ambisafe, Дистанційно (IT)

Resolved a wide range of client issues and provided product expertise, ensuring a high level of customer satisfaction.
Authored and maintained key support materials (FAQ, blog posts), empowering users and reducing support load.
Assisted in the development and launch of marketing campaigns to promote platform products.
Supported the international expansion by localizing web content and performing manual bug testing to maintain site quality.

Customer Support Representative

from 02.2022 to 05.2022 (4 months)
ТОВ "Цифровi рiшення", Київ (IT)

Provided customer support on payments, bonuses, and game functionality. Manually tested and reported game bugs.

Customer Support Representative

from 09.2021 to 12.2021 (4 months)
Livingston Research, Київ (IT)

Oversaw the customer journey from order placement and payment to consultation to precise assignment for writers.
Increased average order value by identifying and promoting relevant additional services to clients.
Handled post-delivery escalations, coordinating with QA and refund teams to resolve quality issues and protect client relationships.
Acted as a key link between customers and the execution team, ensuring accurate briefs and smooth service delivery.

Customer support agent

from 03.2017 to 07.2020 (3 years 5 months)
ТОВ ТПР, Дистанційно (IT)

Customer Support & Quality Assurance Specialist

Excelled in a dynamic outsourcing environment, rapidly advancing from Customer Support Representative to Quality Manager across two major international projects.

Project 1: Leading Chinese E-commerce Marketplace | (about a year)

Pioneered the launch and development of the new English-speaking support department after a successful month in the Russian-speaking team.
Resolved a high volume of complex customer issues related to global shipping, payments, and product quality for the international marketplace.
Managed and enhanced the company's online reputation by drafting and publishing official responses to customer reviews on Google Play and the App Store.

Project 2: iGaming Operator (Multiple Casino Websites) | (more than 2 years)

As Senior Support Agent: Provided expert-level support via Zoho CRM on payments, bonuses, and game functionality. Manually tested and reported game bugs, streamlining the bug-reporting process for the tech team. Performed thorough customer identity verification.
Key Achievement: Single-handedly designed, systematized, and implemented the unified bonus and responsible gambling system across all company websites, significantly improving operational consistency and player safety.

Promoted to Quality Manager:

Developed and enforced quality standards for the support team, conducting performance reviews and coaching sessions.
Built the KPI framework from the ground up to monitor team productivity, customer satisfaction, and adherence to protocols.
Monitored the database of gambling-addicted players to ensure strict compliance with responsible gaming policies.

Knowledge and skills

• Знання CRM систем
• Ведення онлайн-чатів
• Уміння працювати в режимі багатозадачності
• Друга лінія підтримки
• Перша лінія підтримки
• Ведення CRM
• Швидкий набір тексту
• Slack
• Figma
• Jira
• AI
• MS Excel
• Ведення документації
• Адаптивність
• Дисциплінованість
• Доброзичливість

Language proficiencies

• English — advanced
• Ukrainian — fluent
• Portuguese — average

Additional information

Experienced customer support agent starving for a new job. Patient, sociable, punctual, willing and able to learn everything that is needed for successful work. Ready for night shifts as well.