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Illia
Customer service agent
Considering positions:
Customer service agent, Продукт-менеджер, Менеджер з продажу
Age:
24 years
City of residence:
Kyiv
Ready to work:
Kyiv, Remote
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You can get this candidate's contact information from https://www.work.ua/resumes/9867474/
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Illia Malkov
Customer Support Specialist (Billing & Retention)
Ukraine (Open to Remote) - Verbytskogo st., 22/1, 253 Kyiv [open contact info ](look above in the "contact info" section), e-mail:
[open contact info ](look above in the "contact info" section)
Summary
Customer Support Specialist with 3+ years of experience in high-volume international
environments, handling complex billing, payment, and customer issues at scale.
Consistently delivered 90%+ KPI and QA scores while managing 60–100+ tickets daily under
pressure. Specialized in chargebacks, refunds, and de-escalation, with a strong focus on customer
retention and minimizing financial losses.
Recognized for clear communication, fast problem-solving, and the ability to maintain performance
in demanding, fast-paced environments.
Education
• School №314
• IT Step Academy, Bachelor’s Degree in 3D graphics, web development and design.
Hard Skills
• Customer Support (Email & Chat)
• Billing & Payment Systems
• Chargebacks & Refund Handling
• Conflict Resolution & De-escalation
• Customer Retention
• Escalation Handling
• SLA & KPI Management
• CRM Systems (Zendesk, etc.)
• English (C1 – Fluent)
Soft Skills
• Clear and confident communication in high-pressure situations
• Strong emotional intelligence and customer empathy
• Advanced conflict resolution and de-escalation skills
• High resilience to stress and ability to maintain performance under pressure
• Fast decision-making in ambiguous situations
• Ownership mindset and accountability for outcomes
• Adaptability to rapidly changing workflows and priorities
• Experience working with high ticket volume (60–100+ daily)
• Proven ability to independently learn complex tools (3D software, audio production), indicating
high adaptability and problem-solving skills
• Multi-instrumentalist, demonstrating discipline, focus, and strong auditory attention — skills that
translate well into communication-heavy roles
Languages
• English – C1
• Russian– Native
• Ukrainian– Native
• German – B1
• Swedish – А1
Experience
SALAD AND PIZZA MAKER | CAMALEONTE | 06.2018-08.2018
DATING AGENCY TRANSLATOR | 07.2019-09.2019
FREELANCE PHOTOGRAPHER | 08.2019-PRESENT
WEB DEVELOPMENT AND DESIGN, FREELANCE ORDERS | 09.2019-2021
CUSTOMER SUPPORT REPRESENTATIVE, US/UK/AU CLIENT BASE |
SUPPORTYOURAPP INC | 11.2020-03.2022
CUSTOMER SUPPORT REPRESENTATIVE - SHIPPING MANAGER, US/UK/AU/EU CLIENT
BASE| SKYCALL | 10.2022-04.2023
CUSTOMER SUPPORT SPECIALIST - FENIX INTERNATIONAL LTD | 06.2023-02.2026:
➔ RESOLVED 60–100+ CUSTOMER INQUIRIES DAILY WHILE MAINTAINING HIGH QUALITY AND RESPONSE
SPEED
➔ CONSISTENTLY RANKED AMONG TOP PERFORMERS IN THE TEAM
➔ MAINTAINED 90%+ KPI AND QA SCORES IN A HIGH-PRESSURE ENVIRONMENT
➔ HANDLED BILLING ISSUES, REFUNDS, AND CHARGEBACKS, MINIMIZING FINANCIAL LOSSES
➔ DE-ESCALATED COMPLEX CUSTOMER SITUATIONS AND IMPROVED SATISFACTION RATES
➔ NAVIGATED INTERNAL SYSTEMS AND POLICIES TO DELIVER FAST AND ACCURATE SOLUTIONS
➔ WORKED WITH INTERNATIONAL CUSTOMERS ACROSS US, UK, AU, AND EU MARKETS
Customer Support Specialist (Billing & Retention)
Ukraine (Open to Remote) - Verbytskogo st., 22/1, 253 Kyiv [
[
Summary
Customer Support Specialist with 3+ years of experience in high-volume international
environments, handling complex billing, payment, and customer issues at scale.
Consistently delivered 90%+ KPI and QA scores while managing 60–100+ tickets daily under
pressure. Specialized in chargebacks, refunds, and de-escalation, with a strong focus on customer
retention and minimizing financial losses.
Recognized for clear communication, fast problem-solving, and the ability to maintain performance
in demanding, fast-paced environments.
Education
• School №314
• IT Step Academy, Bachelor’s Degree in 3D graphics, web development and design.
Hard Skills
• Customer Support (Email & Chat)
• Billing & Payment Systems
• Chargebacks & Refund Handling
• Conflict Resolution & De-escalation
• Customer Retention
• Escalation Handling
• SLA & KPI Management
• CRM Systems (Zendesk, etc.)
• English (C1 – Fluent)
Soft Skills
• Clear and confident communication in high-pressure situations
• Strong emotional intelligence and customer empathy
• Advanced conflict resolution and de-escalation skills
• High resilience to stress and ability to maintain performance under pressure
• Fast decision-making in ambiguous situations
• Ownership mindset and accountability for outcomes
• Adaptability to rapidly changing workflows and priorities
• Experience working with high ticket volume (60–100+ daily)
• Proven ability to independently learn complex tools (3D software, audio production), indicating
high adaptability and problem-solving skills
• Multi-instrumentalist, demonstrating discipline, focus, and strong auditory attention — skills that
translate well into communication-heavy roles
Languages
• English – C1
• Russian– Native
• Ukrainian– Native
• German – B1
• Swedish – А1
Experience
SALAD AND PIZZA MAKER | CAMALEONTE | 06.2018-08.2018
DATING AGENCY TRANSLATOR | 07.2019-09.2019
FREELANCE PHOTOGRAPHER | 08.2019-PRESENT
WEB DEVELOPMENT AND DESIGN, FREELANCE ORDERS | 09.2019-2021
CUSTOMER SUPPORT REPRESENTATIVE, US/UK/AU CLIENT BASE |
SUPPORTYOURAPP INC | 11.2020-03.2022
CUSTOMER SUPPORT REPRESENTATIVE - SHIPPING MANAGER, US/UK/AU/EU CLIENT
BASE| SKYCALL | 10.2022-04.2023
CUSTOMER SUPPORT SPECIALIST - FENIX INTERNATIONAL LTD | 06.2023-02.2026:
➔ RESOLVED 60–100+ CUSTOMER INQUIRIES DAILY WHILE MAINTAINING HIGH QUALITY AND RESPONSE
SPEED
➔ CONSISTENTLY RANKED AMONG TOP PERFORMERS IN THE TEAM
➔ MAINTAINED 90%+ KPI AND QA SCORES IN A HIGH-PRESSURE ENVIRONMENT
➔ HANDLED BILLING ISSUES, REFUNDS, AND CHARGEBACKS, MINIMIZING FINANCIAL LOSSES
➔ DE-ESCALATED COMPLEX CUSTOMER SITUATIONS AND IMPROVED SATISFACTION RATES
➔ NAVIGATED INTERNAL SYSTEMS AND POLICIES TO DELIVER FAST AND ACCURATE SOLUTIONS
➔ WORKED WITH INTERNATIONAL CUSTOMERS ACROSS US, UK, AU, AND EU MARKETS
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The candidate's resume is posted at https://www.work.ua/resumes/9867474/