Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/9130606/

Work experience

Tech Support/Customer Support Representative

from 01.2021 to now (5 years 4 months)
Canadian/American Internet Service Provider Kharkiv IT, Kharkiv (Telecommunications and networking)

Receiving inbound calls and helping customers with connectivity issues.
Troubleshooting to restore online presence and restoration of internet connection.
Providing setup support to customers using modems.
Managing customer tickets on zendesk and responding to customer inquiries.
Providing information support to new and potential customers offering internet plans and packages to help them subscribe to our services.
Ensuring customers get the best service from the plans they subscribe to.
Making outbound follow-up calls to customers to evaluate their experience with our service

Tech Support/Sales Representative

from 08.2020 to 11.2021 (1 year 4 months)
Internet Service Provider, Kharkiv (IT)

Receiving inbound calls and heling customers with connectivity issues.
Troubleshooting to restore online presence and restoration of connection.
Providing setup support to customers using modems.
Managing customer tickets on zendesk and responding to customer inquiries.
Providing information support to new and potential customers offering internet plans and packages to help them subscribe to our services. Ensuring customers get the best service from the plans they subscribe to.
Making outbound follow-up calls to customers to evaluate their experience with our service

Visual and Graphic Design, Brand Development

from 11.2019 to now (6 years 6 months)
Jorostack, Kharkiv (IT)

Clarification and analysis of brand design needs
Creation of brand and visual identity guidelines for organization and personal brands
Design of marketing collaterals and content pieces for Facebook, Instagram, and Twitter
Perform UX research for products
Creation of design systems for organization and adherence to existing design systems in digital product development
Created wireframes and prototypes for web and mobile products.
Responsible for weekly designs in a high-end organization
Worked with team lead for brainstorming, ideating, and implementing graphics designs for optimum audience engagement
Created a high volume of layout, graphics, and production designs
Optimizing graphics assets for various social media platforms

WordPress Developer and Support Elementor

from 03.2018 to now (8 years 2 months)
Jorostacks, Kharkiv (IT)

-Creation of wireframes and site mapping/information architecture of proposed websites with Figma and Adobe XD
-Building websites using Wordpress themes for users using Wordpress theme and custom webpage editors like Elementor and Beaver Builder
-Updating websites as instructed by the client to introduce new features and content to the site.
-Installing and updating relevant plug-ins and extensions to make the website more usable, friendly, and functional increasing client satisfaction customer conversion.
-Prepare and manage user guide to help clients understand site features and management of the site to increase visitor satisfaction by 50%
-Correspondence with customers via email and company’s support area (tickets system)
-Helping customers with enquiries through online chats and social media channels
-Management of customer tickets and manage critical escalations
Collaboration with User experience designers and developers

Education

V.N. Karazin Kharkov National University

Medicine, Kharkiv
Higher, from 2018 to 2024 (6 years)

Knowledge and skills

• MS Word
• PC User
• MS Excel
• Adobe Acrobat Reader
• Adobe
• Design
• Communicability
• Teamwork
• Google
• Work with clients
• Management skills
• Time management
• Zendesk
• Leadeership
• Organization skills
• Web Design and Development
• WordPress
• Figma
• Adobe Photoshop
• Adobe Illustrator
• UI design
• HTML
• CSS
• UX Design

Language proficiencies

English — fluent

Additional information

I have excellent communication skills and I am a goal-driven hardworker. I am diligent, dedicated, punctual and have the ability to work individually and also as a team player who understands that contributing to team effort is an essential component to excelling. I am ready to significantly impact your organization and offer the best services not just with my technical know how but with my sixth sense. I am a firm believer that strong communication skills is the key to success, and mine are nothing short of superior. I also consider myself an active listener who pays detailed attention to information when it comes to dealing with client inquiries.