Вікторія

Viktoriia Dunchak
Results-driven Customer Support/Success Professional with over 4 years of experience in Web3/FinTech environments. Proven track record of managing high-volume workloads of 150+ daily tickets via Zendesk while consistently maintaining an exceptional 95%+ CSAT score. Skilled in technical bug escalation, user feedback analysis, and optimizing Knowledge Base & macro systems to boost self-service efficiency. Adapt at remote collaboration, process improvement, and working cross-functionally with engineering and product teams.
EXPERIENCE
SWEAT Economy, Remote — Customer Support Manager
2022 - 2026
Responsibilities:
• Successfully resolved 150+ customer tickets daily via Zendesk while maintaining a 95%+ CSAT (Customer Satisfaction) score. Identified, documented, and escalated technical bugs to the engineering team.
• Monitored user feedback to identify recurring pain points and areas for product improvement.
• Analyzed existing FAQs and Knowledge Base content, providing data-driven recommendations for updates to enhance user self-service, reviewed and proposed optimizations for macros to improve the accuracy and tone of voice in customer communications.
• Assisted with team onboarding, training, and quality assurance (QA) reviews to maintain high service standards across customer communications.

Happy Kids, Lviv — English Teacher
2018 - 2021
Responsibilities:
• Conducted interactive English lessons for preschoolers using established curricula, focusing on basic vocabulary and early language development.
• Built strong relationships with parents, handling client feedback, queries, and conflict resolution effectively.
• Monitored and tracked tuition fees, ensuring timely payments and accurate financial reporting.
• Managed student attendance records and maintained up-to-date documentation for internal reporting.
EDUCATION
Lviv Polytechnic National University | 2012 - 2017 Master ‘s Degree in Applied Linguistics

Personal Details
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)
Mykolaiv (Lviv region)
June 21, 1995
SKILLS
Customer Support/Success
Technical issue escalation
Ticketing systems (Zendesk)
User feedback analysis
Knowledge Base management
Remote work proficiency
Problem-Solving
Time Management
Cross-functional communication
Team Onboarding & Mentoring
Multitasking
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LANGUAGES
English - B2
German - A1