Оксана

OKSANA SHULHUN

Rivne, Ukraine [open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section)

PR OFI LE
A versatile professional with extensive experience in writing, communication, and translation.
Skilled in analysing challenges, identifying areas for improvement, and delivering high-quality
work across diverse domains, including content creation, research, translation, and customer
engagement. Adaptable and committed to continuous learning and professional
development.

EXPERI ENCE
C U STO M E R S U P P O RT AG E N T, O B R I O — JA N UA R Y 2 0 2 4 – P R E S E N T

• Delivered personalized support across various channels (email, chat, phone, and social
media), ensuring that communication re ected each user's unique experience while
maintaining professionalism and empathy.

• Collaborated with cross-functional teams to address diverse user needs, resolve issues, and
suggest process improvements for smoother operations and better customer experiences.

• Identi ed discrepancies and areas for improvement in work ows, contributing actionable
feedback to enhance service delivery.

• Maintained rm quality control (QC) and customer satisfaction scores by prioritizing
precision and empathy in all interactions.

C U STO M E R CA R E R E P R E S E N TAT I V E , L A B Q — 2 0 2 3

• Provided empathetic and informative assistance to customers navigating sensitive medical
situations, addressing concerns with patience and professionalism.

• Handled inquiries via phone, email, web chat, and social media, ensuring timely and
effective resolution while managing customers' emotional needs.

• Processed detailed reports and billing information accurately, contributing to the smooth
operation of services.

ACA D E M I C W R I T E R , F R E E L A N C E — 2 0 2 1 - 2 0 2 3

• Produced high-quality academic work, including essays, theses, dissertations, and
presentations, tailored to speci c academic standards and requirements.

• Conducted in-depth research, structured complex arguments, and adhered to strict
formatting and citation guidelines.

• Managed multiple assignments simultaneously, applying adaptability and attention to
detail in delivering theme-speci c projects.
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 E N G L I S H T U TO R — 2 0 2 2 – 2 0 2 3

• Designed and conducted individualized lessons for students of varying pro ciency levels.

• Developed customized learning materials to address diverse student needs and goals,
fostering steady progress.

CO PY W R I T E R , T R A N S L ATO R , F R E E L A N C E — 2 0 1 8 - 2 0 2 0

• Created compelling written content for SEO-optimized articles and marketing materials in
English and German, meeting diverse client objectives.

• Translated technical and creative documents between English and German, ensuring
cultural and contextual accuracy.

EDU CATIO N
Ukrainian Catholic University, Lviv, Ukraine — Bachelor of Arts in Philology.

Graduated: July 2022

S KILL S
• Customer Communication: Effective and empathetic interaction with diverse audiences,
prioritizing personalized engagement.

• Attention to Detail: Precision and thoroughness, ensuring the delivery of high-quality
service.

• Problem-Solving: Skilled in analyzing challenges and suggesting practical solutions.

• Proactive Engagement: Taking the initiative to enhance customer satisfaction.

• Technical Pro ciency: Experienced with Microsoft Of ce, Zendesk, video conferencing tools
(Zoom, Microsoft Teams), and writing tools such as Grammarly to ensure clear, professional,
and polished communication.

• Agile Knowledge: Completed coursework on Agile methodology, understanding its
principles for collaboration and improvement.

LAN GUAGE P RO FIC IE NCY
• Ukrainian: Native

• English: Advanced (C1+)

• German: Intermediate
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