Вікторія

Viktoriia Dunchak
Result-oriented Customer Support Professional with over 4 years of experience. Proven track record of managing high-volume inquiries, resolving technical bugs, and improving user satisfaction.
EXPERIENCE
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.
• Utilized diverse teaching aids and activities to maintain high levels of engagement and participation among young learners.
• 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.
SWEAT, Remote — Customer Support Manager
2022 - 2026
Responsibilities:
• Resolved high volumes of user inquiries via ticketing systems (Zendesk), ensuring high CSAT.
• 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.
EDUCATION
Lviv Polytechnic National University | 2012 - 2017 Specialty: applied linguistics (study of foreign languages, linguistics; basic computer knowledge).

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
Technical issue escalation
Ticketing systems (Zendesk)
User feedback analysis
Knowledge Base management
Remote work proficiency
Problem Solving
Time Management
Communication skills
Multitasking
•

LANGUAGES
English - B2
German - A1