Denys

Resume from December 15, 2023

Kashnytskyi Denys
Vyctorovych
Customer support representative,
36 000 UAH
Full-time, part-time.
Age: 24 years
City of residence: Lviv
Ready to work: Lviv, Remote

Contact information
Phone number: [відкрити контакти](див. вище в блоці «контактна інформація»)
Email address: [відкрити контакти](див. вище в блоці «контактна інформація»)

Work experience
Customer support representative
from 05.2023 to now
Frozeneon, Remote (IT)
My responsibilities on this position:
— answering clients requests by tickets in English;
— monitoring incoming deposits on the sigh of fraud;
— onboarding new Customer Support Representatives on the same position as mine;
— monitoring and banning BOT accounts on the platform;
— making and updating documentation;
— communicating with DEV and Marketing teams to improve customers' experience with the
platform.

Technical Support Team Lead
from 03.2023 to 05.2023
MPEG Communications, Lviv (Telecommunications and networking)
MPEG Communications is a US based telecommunication company. They perform
installation and maintenance for the Internet / cable TV / phone providing companies.
My responsibilities on this position was:
— communicating with tech workers and answering their quires/questions (I had more than
50 techs to work with daily);
— communicating with operators on multiple tasks (available routes, tasks, updating the
details on the completed tasks etc.);
— creating QRM's every week with updated details on all tech workers that got fired/hired,
took vacation or sick leave;
— creating/updating documentation;
— creating and updating active routes for tech workers to reach the destination as quick as
possible.

Customer Support Representative
from 06.2022 to 02.2023
Howly, Remote (IT)

Howly is a questions-and-answers marketplace where people can get high-quality one-on-
one online consultations from top professionals in different fields 24/7. Ukrainian startup.
My responsibilities on this position was:
- answering clients requests by tickets and chats in English;
- consulting clients on almost any type of technical, software or hardware questions.
Example of the requests on this position: ‘I forgot my gmail/FB/Instagram etc.
password, please help me reset it; I can’t turn on my PC/my PC crashes with a blue
screen; My washing machine isn’t working; Please help me cancel my subscription of
Hulu/Netflix etc.’

Customer Support Representative
from 06.2021 to 11.2021
Namecheap, Lviv (IT)
Namecheap is an ICANN-accredited domain name registrar[1] and web hosting company,
based in Phoenix, Arizona.
My responsibilities on this position was:
- answering clients requests by tickets and chats in English;
- consulting customers on the best option for them considering their request;
- consulting on general information about all product Namecheap provides;
- transferring requests to the corresponding departments if needed;
- providing technical support on all questions considering domain names and partially
considering online-hosting services.

Recruiter
from 09.2018 to 10.2018
MaxiTrade, Lviv (Finance, banking, and insurance)
Finding people in social media to become a member of the service. Not very proud of this
experience, as it was a Ponzi scheme, but it was my first job.
Education
Lviv State University of Internal Affairs
Psychology, Lviv
Specialized secondary, from 2023 to 2024 (1 year)
Master's degree in Psychology.

Lviv State University of Internal Affairs
Psychology, Lviv
Higher, from 2019 to 2023 (4 years)
Studying at 4th year at this moment

Lviv University of Business and Law
Journalistic, Lviv
Unfinished higher, from 2017 to 2018 (1 year)

Additional education and certificates
Namecheap, Entering Training
2021, 2 months

Knowledge and skills
Problem-solving skills, Customer Satisfaction, Teamwork, Team management, Adaptability,
Conducting online chats, Ability to work in multitasking mode, Fast typing, The first line of
support, Second line of support, Zendesk, MS Word, Slack, Personnel management, Stress
resistance, Receiving incoming calls, Management of CRM, MS Excel

Language proficiencies
• English ─ above average
• Russian ─ fluent
• Ukrainian ─ fluent

Additional information
Working as Customer Support Representative for almost 2 years, ready to go further to Lead
position or similar. I'm highly motivated to work, adaptable, sociable, initiative, extensive
experience of using a PC in various fields, experience in communicating with clients online in
English, teamwork experience, skills in Adobe Photoshop.
Job requirements: Remote job only. No phone calls. No sales.

My socials:

TG: @Biskveeet or by phone number: [відкрити контакти](див. вище в блоці «контактна інформація»)
LinkedIn: [відкрити контакти](див. вище в блоці «контактна інформація»)