Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/9359534/

Work experience

Customer Support Team Lead

from 10.2023 to 01.2025 (1 year 4 months)
Uniwell, Дистанційно (IT)

Coached, mentored, and supported team members from onboarding to
advanced expert level.
Built strong, trust-based relationships and maintained a supportive and
comfortable team environment for employees from different cultural
backgrounds.
Conducted CSAT analysis, identified recurring customer pain points, and
developed initiatives to improve customer satisfaction.
Established and aligned team KPIs with company and project objectives.
Monitored team performance, implemented KPI improvement initiatives, and
conducted regular performance reviews with individual development
recommendations.

Support Quality Control Manager

from 10.2023 to now (3 years)
Uniwell, Дистанційно (IT)

Reviewed support agents' conversations across email, chat, and other
channels.
Conducted quality evaluations and provided clear, constructive feedback and
actionable recommendations.
Created analytical reports and implemented strategies to improve team
performance, KPIs, and overall service quality.
Led, coached, and developed support agents through regular one-on-one and
team coaching sessions.
Conducted onboarding for new Customer Support Agents and improved
onboarding procedures and training materials.
Improved and optimized Confluence documentation to make information
clearer, better structured, and easier to understand.

Customer Support Specialist

from 03.2023 to 09.2023 (7 months)
Uniwell, Дистанційно (IT)

Assisted customers through multiple support channels, including tickets and
live chats.
Investigated customer issues and provided clear, step-by-step solutions
tailored to individual needs.
Built strong customer relationships by identifying user profiles and needs and
guiding customers throughout their user journey.
Provided personalized recommendations and practical advice to support
customers' business and growth objectives.
Maintained high customer satisfaction through professional, empathetic, and
solution-oriented support.
Represented the Voice of the Customer by sharing user feedback, needs, and
pain points with Product, QA, and other relevant teams.
Collaborated with cross-functional teams to identify recurring issues and
improve the overall customer experience.

Third Officer

from 04.2016 to 11.2021 (5 years 8 months)
Uniteam (Транспорт, логістика)

Education

НУ ОМА

Морські перевезення та технології, Одеса
Higher, from 2013 to 2017 (4 years)

Additional education and certificates

СММ

2 місяці

Knowledge and skills

• Здатність до навчання
• Дисциплінованість
• Технічна підтримка користувачів
• Менторство
• Тайм-менеджмент
• Confluence
• Zendesk
• Slack
• Jira
• Work with customers

Language proficiencies

• English — above average
• Ukrainian — fluent

Additional information

Швидке навчання, тайм менеджмент, навички спілкування, робота з документацією, уважний до всіх деталей, навички багадозадачністі, здатність працювати під тиском, здатність самостійно приймати складні рішення, здатність до вирішення задач будь-якої складності, енергійність.