Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/8174316/

Work experience

Customer care specialist

from 08.2022 to 04.2026 (3 years 9 months)
Wix, Київ (IT)

• Provided high-level technical support via chat, resolving website-related issues and helping users build and optimize their sites. Contributed to internal initiatives including hiring, onboarding and training new experts, internal tool testing, and user experience improvements.
• Provided support across a broad portfolio of Wix products, including Payments, Billing, Editor, App Market and related apps, Wix Stores, Wix Bookings, Wix Hotels, and CMS- related Pro solutions.
• Transitioned to the Mobile Apps Submission team, managing app submissions to Apple App Store and Google Play, handling rejections, and guiding users and Customer Care experts on required fixes. Ensured timely app launches, resolved eligible issues manually, and collaborated with developers by reporting bugs in Jira.

Team lead

from 05.2022 to now (4 years)
RSG-Global, Київ (Телекомунікації, зв'язок)

• Provided technical and logistical support for international retail and hospitality clients (10 clients in total), coordinating issue resolution across Jira, email, and internal CRM systems. Handled hardware, software, POS, and network-related issues, arranged equipment replacements, dispatched technicians, and managed multi-location logistics to meet SLA targets. Also supported network setup and provided phone-based technical assistance to store staff.
• Trained and onboarded new team members, led a team of 4, performed quality control, coordinated shift responsibilities, and managed escalations.
• Transitioned to the NOC team supporting the European market, troubleshooting network issues by guiding onsite technicians, coordinating with ISPs, and communicating with client L2/L3 teams. Monitored network status in PRTG, Meraki Dashboard, and Grafana, provided remote troubleshooting, and arranged onsite support when required.

Foreman

from 11.2021 to 02.2022 (4 months)
Ріел, Київ (Будівництво, архітектура, дизайн інтер'єру)

Coordinated contractors’ work on site, oversaw acceptance and handover of completed work, monitored quality and safety compliance, and maintained project documentation.

Customer support agent/customer support team lead

from 07.2019 to 11.2021 (2 years 5 months)
BetBull ltd., Киев (IT/betting)

BetBull is a betting online service focused on a British market.
We provided support via live chats and tickets, communicated with different departments resolving cases concerning payments, KYC verifications, AML investigations.
As a team lead I implemented new ideas, improved skills of a team members, conducted trainings with newcomers, interviews with candidates.
Managing and developing the team included providing QA of its members.

Customer support agent/people partner

from 09.2018 to 04.2019 (8 months)
Uvoteam, Киев (IT/education)

Education

Kyiv national university of construction and architecture

Civil engineering, Киев
Higher, from 2014 to 2019 (5 years)

Knowledge and skills

• Комунікабельність
• Zendesk
• Jira
• PRTG
• Grafana
• Cisco
• MS Office
• Leadership
• Team management
• Technical support for users
• Work with customers
• The first line of support

Language proficiencies

• English — above average
• Ukrainian — fluent