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Work experience

Customer support manager

from 08.2024 to 11.2024 (3 months)
pro gaming software LTD, Remote (Individuals)

Delivered real-time support via live chat, resolving inquiries on account management, transactions, and platform usage while adhering to company SLA guidelines, achieving a 90% satisfaction rate.

Leveraged knowledge of PC gaming hardware and software to troubleshoot technical issues, providing effective solutions to users.

Collaborated with anti-fraud and technical teams to resolve payment flow issues and ensure secure transactions.

Guided customers on platform features and functionality, enhancing their overall gaming experience.

Customer support specialist

from 02.2019 to 10.2023 (4 years 8 months)
Stoday services and logistics, Remote (Light industry)

Responded promptly and professionally to customer inquiries via phone(inbound and outbound calls), helpdesk, email, and live chat.
Provided step-by-step guidance to resolve problems effectively.
Escalated complex issues to the appropriate teams and followed up to ensure timely resolution.
Maintained accurate records of customer interactions and updated the customer database.
Handled customer complaints with empathy and diplomacy, aiming for swift resolution and customer satisfaction.
Collaborated with cross-functional teams to relay customer feedback and contribute to product improvement.
Product knowledge and industry trends to provide accurate information to customers.

Customer Support Junior Agent

from 01.2018 to 01.2019 (1 year)
stoday services and logistics, Remote (Light industry)

Responded to customer inquiries via phone, email, and chat, providing accurate and timely information and assistance.
Resolved customer issues and complaints in a professional and empathetic manner, ensuring a high level of customer satisfaction.
Collaborated with cross-functional teams to escalate and resolve complex customer cases.
Maintained detailed records of customer interactions, inquiries, and solutions provided in the CRM system.
Identified recurring customer issues and provided feedback to the product and operations teams for process improvements.
Achieved and consistently exceeded individual and team performance targets, including response times and customer satisfaction ratings.
Used company troubleshooting resolution tree to evaluate technical problems and
find appropriate solutions.

Education

uzhgorod national university

Master of psychology, Uzhhorod
Higher, from 2021 to 2023 (2 years)

Wisconsin university Ghana

Accounting, Accra
Higher, from 2011 to 2016 (5 years)

Accounting graduate

Knowledge and skills

• Self-growth
• Conducting online chats
• Incoming line
• Multitasking
• Fast typing
• Salesforce
• The first line of support
• CRM
• Active listening
• MS PowerPoint
• MS Word
• Educability
• Empathy
• Time management
• MS Office
• MS Excel
• Canva
• Shopify User
• Trello
• Management of CRM
• Second line of support

Language proficiencies

English — fluent

Additional information

Telegram Nickname @Kristnsik