Анжеліка

ANZHELIKA TROIAN
Details
18.04.1991.
Lutsk, Volyn region, Ukraine
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PROFESSION OR INDUSTRY CUSTOMER SUPPORT SPECIALIST

OBJECTIVE Experience
Advanced and self- LOGISTICS MANAGER • DECEMBER, 2023 –
motivated Customer CURRENT DATE•STEEL VOLYN LLC
Support Representative - Managing delivery times and delivery costs.
with 7+ years of - Coordinating and controlling the order cycle of
experience in a 24/7 fast- deliveries and ensuring that they're in the right place, at
paced Call - center the right time.
environment. Aimed at - Evaluating the quality of the performance of previous
delivering high-quality deliveries and assessing how they can be improved.
customer support and - Control, management, and organization of timely
focused on meeting client product loading.
needs. Hard-working, - Working with managers to organize accompanying
competent, and reliable documents and ensure the timely availability of goods.
- Coordinate drivers during deliveries and resolve
Team Player.
unforeseen situations.

[відкрити контакти](див. вище в блоці «контактна інформація») @ANHELIK_A [відкрити контакти](див. вище в блоці «контактна інформація») HTTPS://WWW.LINKEDIN.
COM/IN/ANZHELIKA-
TROIAN/
 OUTREACH MANAGER • JOOBLE • SEPTEMBER
2024 – NOVEMBER 2024
SOFT SKILLS
- Relationship building and networking with partners.
- Searching for new partners for link building via Ahrefs,
Troubleshooting
Semrush, Google Key results, Google trends, etc.
Time management
- Managing, generating and qualifying sales leads.
Multi-tasking
- Technical assistance with partner related issues.
Flexibility
Critical Thinking CUSTOMER SUPPORT MANAGER •
Teamwork Skills CRYPTOCURRENCY EXCHANGE • MARCH 2021 -
Adaptability JUNE 2023
Interpersonal Skills - Handle multiple customer channels simultaneously,
Emotional Intelligence including chat, email, official telegram, and onboarding
Stress management processes.
- Identify inquiries, and escalate accordingly and resolve
Hard skills inquiries, conduct, collaboratively with relevant teams.
- Assist users with account queries (delete account
CRM
requests, change email address, disable 2FA/IP
Jira whitelist/Youbikey/Email encryption/anti-phishing
Salesforce features).
Intercom - Solve deposit/withdrawals transaction issues (escalating
1C 8 to the developers the transactions from different
networks
- BEP20/ERC20/TRC20 etc., transactions without
memo/payment ID, deposits with different contracts).
- Providing the Coin Info information about the listed
coins. (Network/BlockExplorer information/contract
information/coin full ticker information etc.).
- User`s assistance and providing information about the
company's AML/KYC policy.
- Assistance in the trading process in the Exchange, listed
coin trade pairs

[відкрити контакти](див. вище в блоці «контактна інформація») @ANHELIK_A [відкрити контакти](див. вище в блоці «контактна інформація») HTTPS://WWW.LINKEDIN.
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 information, Buy/Sell Crypto page, and available
merchants, navigation on the
website/app.
- Process general User requests, and KYC-related issues.
- I wrote an FAQ for the platform users.

SENIOR BILLING AGENT AT BILLING DEPARTMENT •
KROMTECH LLC • SEP 2016 - JUN 2019

- - Working with Management, suggesting a
new tactica in persuading customers to stay
with the company.
- Work with angry customers as the manager of the shift.
- Team management.
- Shift arrangement.
- Creating shift reports.
- Contacting the Customers regarding the refunds,
negotiating the alternative plans and pricing for their
accounts.

24/7 CUSTOMER SUPPORT BILLING DEPARTMENT •
ZOOM SUPPORT • SEP 2015 - AUG 2016

- Work with Billing Related issues (applying
discounts/license extension/checking the information
regarding the license agreement/process cancel
subscription requests/payment arrangements/applying for
the refunds of the orders).
- Collaborate with Customers to resolve credit card
disputes/chargebacks.
- Persuaded canceling customers to change the decision
and stay with the company.

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 - Work with invoices/third party merchants companies

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regarding payment information.

24/7 TECHNICAL SUPPORT REPRESENTATIVE•
SOFTWARE SUPPORT LLC • OCT 2013 - AUG 2015

- Work with Customer`s requests/issues over the phone
conversation, chat, and email conversation.
- On-boarding, providing the information about the
Companies license agreement, signing up, logging in,
and activation of the New Customers.
- Maintain Customer's account information database.
- Assistance with technical issues related to the product.
- Work via Remote Sessions (activation, troubleshooting
the company's software, solving issues with installation).
- Work with angry Customers.
- Resolve Customer complaints and ensure calls are
handled professionally and promptly.

EDUCATION

Specialist Degree• 2009 - 2014 • Lesya
Ukrainka Eastern European National
University (English Language and
Literature)

[відкрити контакти](див. вище в блоці «контактна інформація») @ANHELIK_A [відкрити контакти](див. вище в блоці «контактна інформація») HTTPS://WWW.LINKEDIN.
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