Олександр

Alexander Gorban
81134, Lypnyly, Pystomyty District, Lviv Region • [open contact info](look above in the "contact info" section) • [open contact info](look above in the "contact info" section)

Qualifications o Accomplished, purpose-driven, and experienced professional in the field
of customer support, human resources management, and academic
writing
o Focused professional with strong management, problem-solving, and
analytical skills
o Experienced at managing established and newly created teams
o Self-motivated, organized and dependable individual adept at working on
several projects simultaneously and building relationships with clients
o Energetic leader with strong work ethics and well-developed interpersonal
and time management skills
o Highly skilled, articulate, and confident communicator with excellent
English language skills and conscientious approach to work
o Expert at managing individual and group projects, monitoring quality,
and escalating issues that require attention
o Diplomatic, tactful, and empathic with colleagues and clients
o Interested in a position of a Team Lead, Customer Support/Success or
Account Manager with opportunities for professional growth

Professional DATA-EXPERT, Freelance Writing Company, Lviv
Supervisor of Customer Support Department • May 2022 – Present
Experience  Manage and supervise a team of 12+ Customer Support Agents
 Conduct performance evaluations using established performance criteria
and key performance indicators
 Review agents’ chats and phone calls to ensure compliance with the
company policies and performance standards
 Create comparative performance charts to determine agents’ eligibility
for bonuses and comparative performance
 Conduct onboarding, workshops, trainings, and seminars to bolster
Department performance
 Monitor agents’ performance quality and compliance with company
policies
 Provide individual feedback to agents regarding their performance
 Create weekly schedules for Customer Support Department
 Coordinate cooperation between Customer Support Department, Writer
Support Department, and Writing Department
 Create presentations and reports to demonstrate department
performance and offer suggestions for improvement
 Develop templates, proposals, and suggestions to enhance department
performance

DATA-EXPERT, Freelance Writing Company, Lviv
Customer Support Agent • January 2020 – April 2022
 Responded in English only to customer queries via phone calls, online
chats, and messages to address customers’ issues
  Educated customers how to use the company’s online platform,
products, and services
 Communicated with new and existing clients to answer their questions
about company products and services
 Assisted clients with placing orders and accessing company services
 Calculated the cost of the orders and prepared invoices for customers
 Communicated with Writing Support Department to facilitate
 communication between customers and Writing Department
 Created promotional codes and sent them to new and long-term clients
to enhance customer retention and loyalty
 Made proactive phone calls and wrote e-mails to clients to clarify order
requirements, expectations, cost, and deadline
 Created statistical reports about the work performed during the shifts
 Checked completed orders to determine whether they meet quality
criteria and requirements to ensure customer satisfaction

DATA-EXPERT, Freelance Writing Company, Lviv
Human Resources (HR) Manager, Writing Department• July 2018 – December
2019
 Managed a team of over two hundred freelance writers and editors
 Conducted recruitment, selection, and training/onboarding of new
writers
 Monitored writers’ performance quality based on established KPIs and
quality metrics
 Collaborated with cross-functional departments
 Conducted performance evaluations to determine bonus eligibility
 Coordinated cooperation between Writing Department, Writer Support
Department, and Customer Support Department
 Provided individual feedback to writers regarding their performance
 Worked on improving the company’s knowledge base

DATA-EXPERT, Freelance Writing Company, Lviv
Writer and Editor • September 2013 – June 2018
 Worked on a broad range of writing projects including essays, research
papers, articles for publishing, and dissertations in English
 Created content on a variety of topics including health care, sociology,
psychology, business, marketing, education, nursing, and management
 Communicated directly and built long-term relationships with clients
from the US, UK, UAE, China, etc.
 Revised, edited, and proofread content created by other writers
 Worked with editors and writers to improve quality of written works
 Communicated with Customer Support Agents to provide assistance to
clients and answer their questions
 Responded to client’s inquiries in a timely manner and assisted them
with selecting right types of orders/products
 Responded in English to customer queries via chats and messages to
address customers’ problems
 Communicated with new and existing clients to answer their questions
 about company products and services
 Assisted clients with placing orders and accessing company services
  Communicated with Writing Support Department to facilitate
communication between customers and Writing Department
 Checked completed orders to determine whether they meet quality
requirements to ensure customer satisfaction
 Offered ideas and suggestions to management on how to improve
company services, efficiency, and client retention
 Completed over 7,000 writing projects in collaboration with clients

CARE IN ACTION, German NGO, Lviv
Project Manager • Nov 2009 – Aug 2013
 Managed social and charitable projects from inception to completion
 Supervised and executed construction, educational, developmental, and
counseling projects at orphanages and street shelters
 Coordinated and managed project employees and volunteers
 Managed project resources
 Engaged in large-scale and long-term fundraising projects
 Communicated, established, and maintained relationships with donors
 Played key role in conducting educational seminars
 Supervised experience exchange projects with international volunteers
and educators from Germany, United Kingdom, Italy, and Slovakia
 Participated in humanitarian aid and disaster relief projects in Ukraine

SEMPREVERDE (Italian NGO), HELPING HANDS (Swedish NGO), HAND
IN HAND (British NGO), FAMILY (International NGO), Kharkiv-Donetsk-
Lviv-Kiev
Project Manager • Jan 1999 – Oct 2009
 Participated in educational, humanitarian aid, and social projects for
young people and children at orphanages and street shelters
 Led programs for single-parent, low-income, disadvantaged, and large
families, elderly, and people with disabilities
 Managed humanitarian projects affiliated with religious organizations
 Participated in NGO crisis management
 Led charitable and social projects helping orphanages and children
without adequate parental care
 Played key roles in managing project personnel and resources
 Developed, implemented, and supervised fundraising projects

PERVOMAISKY DISTRICT POLICE DEPARTMENT, Kharkiv region
Investigator • Jan 1998 – Sept 1998
 Conducted office-based and field investigations of criminal charges
involving theft, illegal possession of firearms, violations of public order,
and assaults with infliction of bodily harm
 Conducted official investigations of criminal charges and transferred
investigated cases to the court of law
 Participated in public safety patrols to provide community safety
 Participated in the investigations of a rapid response police team
Education & Kharkiv National University of Internal Affairs – 1994-1998
Master of Science in Law - 1998
Training
School #1, Pervomaisky District, Kharkiv Region - 1984-1994
 High school diploma
 Winner of multiple district-wide inter-school competitions in
Ukrainian, Russian, and German languages, history, and geography

Languages Ukrainian - fluent
Russian - fluent
English – advanced

Other Skills - Interpersonal and communication skills
- Leadership
- Problem-solving
- Time management and planning
- Team orientation
- Flexibility and adaptability
- Excel use