Валентин

Valentyn Symonenko

Profile Details
Lviv
Experienced customer support professional skilled in effective communication, issue
Ukraine
resolution, and client relationship management with strong leadership traits.
[відкрити контакти](див. вище в блоці «контактна інформація»)
[відкрити контакти](див. вище в блоці «контактна інформація»)
Employment History N AT I O N A L I T Y

Customer Support Representative , Austrian Airlines, Vienna Ukrainian
MARCH 2015 — MARCH 2019
D AT E O F B I R T H
• Managed passenger inquiries promptly, fostering collaboration with travel December, 1994
agencies for seamless assistance.
• Facilitated customer interactions through ticketing systems and phone support,
Skills
ensuring efficient resolution of queries.
• Enhanced spoken English proficiency and adaptability through direct client Strong Adaptability
engagement. Effective Communication
• Cultivated lasting rapport with repeat clients, catering to their specific needs for Leadership and Teamwork
recurring business trips. Time Management and Resilience
• Offered personalized assistance and recommendations based on understanding
Cross-Cultural Competency
clients' preferences and travel requirements.
• Acted as a reliable point of contact for clients, addressing concerns and
Languages
providing reassurance throughout their travel experience.
• Implemented feedback mechanisms to continuously improve service quality Ukrainian
and client satisfaction.
Italian
• Collaborated with team members to streamline processes and optimize
customer service delivery.
English
Customer Support Representative, Namecheap (Domain team), Phoenix
A P R I L 2 0 1 9 — O C TO B E R 2 0 2 1
Hobbies
• Acquired proficiency in simultaneous chat conversations, expanding online
presence skills.
In my free time, I'm drawn to the
• Managed domain tasks: registering, renewing, and canceling domain names.
outdoors, especially planning and
• Developed deep understanding of DNS functionality.
embarking on hiking adventures,
• Executed record-mapping, web/mail hosting, website construction, and email finding joy in exploring nature's
forwarder configuration. beauty and serenity.
• Assisted clients in troubleshooting SSL certificate installation and renewal
processes to maintain website security. Additionally, I have a deep
• Kept my KPI always at high levels. appreciation for classic rock
• Expertly managed hosting infrastructure, configuring servers and ensuring SSL music from the 60s and 70s, with
favorite bands like Pink Floyd and
certificate deployment for secure connections.
Creedence Clearwater Revival.
• Reported bugs and offered improvement suggestions.
Immersing myself in the timeless
• Successfully escalated complex issues for resolution. melodies and iconic sounds of this
• Monitored and managed SEO activities. era brings me endless enjoyment
and inspiration.
Customer Support Representative, Yola, San Francisco
D E C E M B E R 2 0 2 1 — O C TO B E R 2 0 2 2

• Operated proficiently in chat and ticket environments, providing technical
support in website building technologies - mainly HTMLand CSS.
• Established seamless integration between website components and domain
names through DNS configuration.
• Guided clients through the intricacies of DNS management, including record
mapping and MX record setup for email forwarding.
• Provided tailored solutions for optimizing website performance, including cache
management and server-side optimizations.
• Collaborated with clients to implement SEO best practices, monitoring website
rankings and suggesting improvements.
• Escalated complex technical issues to the appropriate teams for resolution,
utilizing collaborative platforms like GitHub and Jira for efficient tracking and
coordination.
 • Maintained up-to-date knowledge of industry trends and emerging
technologies to provide proactive support and recommendations.

Machine operator, Viyar, Lviv
MARCH 2023 — JUNE 2023

• Managed incoming orders and ensured accurate input of coordinates into the
machinery.
• Organized processed details for efficient workflow.
• Coordinated order dispatch to clients for timely delivery.
• Participated in regular morning and evening stand-up meetings for streamlined
communication.
• Collaborated with colleagues to prioritize and process pending orders
effectively.

Versatile Customer Service Professional Transitioning to Managerial Role,
Leading book review service provider, Cyprus
AUGUST 2023 — PRESENT

• Excelled as a customer representative, consistently meeting high Key
Performance Indicators in ticket management.
• Demonstrated strong leadership potential due to my previous experience in the
field.
• Leveraged customer service expertise to enhance team performance and foster
positive client relationships.
• Actively involved in team training and development initiatives to improve overall
service quality.
• Contributed to process improvement efforts to streamline operations and
optimize customer satisfaction.
• Proven ability to transition from frontline customer service to managerial
responsibilities seamlessly.

Education
Middle school, 'Scuola Primaria' - V. Veneto, Calci, Pisa (IT)
SEPTEMBER 2007 — JUNE 2010

Successfully completed secondary education in Italy, where I not only excelled
academically but also swiftly adapted to the Italian educational system and mastered
the Italian language after relocating from Ukraine. This experience not only enhanced
my communication skills but also deepened my cultural integration and cross-cultural
competency, providing me with a valuable global perspective.

High school , Liceo artistico F. Russoli, Pisa (IT)
SEPTEMBER 2010 — JUNE 2015

Earned a degree in modern architecture, actively leading and participating in
diverse architecture-related group projects. These collaborative endeavors honed
my teamwork skills, enabling me to effectively collaborate with peers while thriving
in fast-paced work environments with tight deadlines. Through these experiences, I
developed the ability to adapt quickly and deliver high-quality results under pressure,
further enhancing my professional capabilities in the field of architecture.
Between June and August I was an architect's apprentice, where I helped redesigning
his living room using CAD and practical models, gaining hands-on design experience.
During this same period, I also collaborated with him on the restoration of an antique
city landmark, further expanding my experience in architectural preservation and
project management.

Other experiences
Extensive experience with Confluence
A P R I L 2 0 1 9 — O C TO B E R 2 0 2 1

• Utilized Confluence as a customer support rep for project management and
knowledge sharing.
• Documented project requirements, progress updates, and SOPs within
Confluence.
 • Facilitated team communication and collaboration on customer service tasks.
• Organized and maintained a repository of customer support documentation.
• Enhanced cross-functional collaboration and information sharing within the
team using Confluence.

Understanding of JSM (Jira) & GIT flow, Lviv
AUGUST 2021 — SEPTEMBER 2021

Upon recommendation, I secured a part-time freelancing position with a company
which tasked me on creating a basic JSM system for the customer support team.
This system served to track ongoing and filed issues, monitor KPIs, and facilitate
communication with clients.
Additionally, I collaborated closely with the Quality Assurance and Development
departments, coordinating efforts through GIT for seamless integration and project
management.

Courses
Stress Management Course, Austrian Airlines

GDPR compliance course, Zone3000

In Summary
Volunteering & Aspirations
Engaged in civil activities in Lviv, contributing to food shelters and army initiatives. My
passion lies in customer relations, recognizing its vital role in reflecting a company's
mission and fostering client satisfaction. Seeking opportunities for growth in a
company that values its employees' development and dedication.
My self-approach is to always better myself in:
Continuous Skill Development: I strive to continuously enhance my technical skills,
recognizing the importance of staying updated in evolving industries like customer
support.
Seeking Long-Term Commitment: Reflecting on my career journey, I'm committed
to seeking longer tenures in positions to deepen my impact and contribute more
significantly to the organizations I work with.
Highlighting Achievements with Specificity: I'm learning to articulate my
achievements more specifically, understanding that quantifiable examples
demonstrate my value and impact more effectively.
Clarifying Career Goals: Through introspection, I'm refining my career goals, seeking
clarity in direction to pursue opportunities that align with my passions and aspirations.
Improving Communication Skills: Acknowledging the importance of effective
communication, I actively work on refining my communication skills to better connect
with clients, colleagues, and stakeholders.
Engaging in Networking and Development: Recognizing the value of networking and
professional development, I actively seek opportunities to expand my network and
access resources for continuous growth and learning.