Марія

Mariia Kapkan

Mariia Kapkan

DH5 8AH Houghton le Spring, UK
07414544893
[відкрити контакти](див. вище в блоці «контактна інформація»)

16 April 2024

English tutor
Dear Recruiting Team:

I am writing to express my interest in the English tutor position, as advertised.
With a solid background in tutoring and a passion for teaching English, I am excited about the opportunity to
contribute to your team. I have accumulated valuable experience as an English tutor throughout my
educational journey at Taras Shevchenko Kyiv National University.
Over the years, I have honed my skills in guiding secondary and high school students to excel in their English
language proficiency. My tenure at Optima, an online school, further enriched my teaching repertoire, where I
successfully prepared students for final exams and international language assessments.
My familiarity with esteemed educational materials such as Cambridge and Oxford English, BBC Learning
English, and British Council resources has equipped me with diverse teaching strategies to cater to students'
individual needs effectively.
Additionally, my exposure to living abroad in the UK for nearly two years provided me with invaluable cultural
insights and language immersion, enriching my teaching approach with authenticity and relevance. Beyond
formal tutoring roles, I have also volunteered as a teacher and psychologist at a Ukrainian social club,
demonstrating my commitment to nurturing holistic student development beyond academic achievements.
I am eager to leverage my experience and expertise to empower students to achieve their language learning
goals while fostering a lifelong love for English language.
Thank you for considering my application. I look forward to the possibility of contributing to your team.

Sincerely,
IELTs·
Test Report Form ACADEMIC
NOTE Admission to undergraduate and post graduate courses should be based on the ACADEMIC Reading and Writing Modules.
GENERAL TRAINING Reading and Writing Modules are not designed to test the full range of language skills required for academic purposes.
It is recommended that the candidate’s language ability as indicated in this Test Report Form be re-assessed after two years from the date of the test.
To find out more about IELTS, IELTS band scores and the CEFR levels, please visit ielts.org/scores

Centre Number 00814 Date 07/APR/2024 Candidate Number 500296

Candidate Details

Family Name KAPKAN

First Name(s) MARIIA

Candidate ID FZ699911

Date of Birth 30/07/1998 Sex (M/F)
□ F Scheme Code Private Candidate

Country or
Region of Origin

Country of UKRAINE
Nationality

First Language UKRAINIAN

Test Results

Listening
□ 8.5

Administrator Comments
Reading
□ 8.0 Writing
□ 6.5 Speaking
L 7.0
Overall
Band
Score □ 7.5
CEFR
Level
□
C1

Validation stamp

Recognising
organisations must
verify this score at
ielts.org/verify

Test Report
Date 10/04/2024 2400500296KAPM814A
Form Number

ee BRITISH J..idp ,,,f,.Cambridge Assessment
••coUNCIL ::: English
MARIIA KAPKAN
PROFESSIONAL SUMMARY
Personable and dedicated Customer Service Representative with
extensive experience in online international customer-to-customer
marketplace. Solid team player with upbeat, positive attitude and
proven skills in establishing rapport with clients. Motivated to maintain
customer satisfaction and contribute to company success. Specialising
in quality, speed and process optimisation. Articulate, enthusiastic and
results-orientated with demonstrated passion for building relationships,
cultivating partnerships and growing businesses.
As well compassionate and highly qualified Educational Psychologist
with proven track record establishing successful relationships with
CONTACT
students and working on a variety of emotional and social issues.
Address: Houghton le Spring, UK DH5
8AH
Phone: 07414544893
LANGUAGES
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)
Ukrainian: First Language
English: C1

Advanced CORE QUALIFICATIONS
• Professional development
• Critical thinking
EDUCATION • Multitasking strength
Master of Science, Psychology, 2021 • Proficient with MS Windows/Mac OS
Taras Shevchenko National University of Kyiv - Kyiv • Conflict resolution
• Coursework in Psychology of humor • Team collaboration
• Diploma with honours • Relationship building
Bachelor of Science, History, 2019 • Interpersonal skills
Taras Shevchenko National University of Kyiv - Kyiv
• Script following
• Coursework in History of Christianity of Ancient Rome
• Order processing
• Customer complaint handling
• Live chat operation
SCIENTIFIC PUBLICATIONS
• Refund and exchange
• Riabchych Y., Kapkan M. (2021). Social and psychological factors of
• Product troubleshooting
suicidal behavior of youth. Psychological journal, 7 (1), 9-19.
• Complaint handling
https://doi.org/10.31108/1.2021.7.1.1
• Kyrychenko M. (2020). Sense of Humour and Emotional Intelligence as • Exceptional written communication
Resources for the Professional Development of Teachers, XXII • Documentation
International Conference of Young Scientists. • Customer account management
• Data collection

EXPERIENCE
Customer Support Agent, 03/2023 - 09/2023
Helpware - Kyiv, Ukraine
• Monitored customer complaints via social media, providing assistance.
• Informed customers about new features and functionalities.
• Followed up with customers to ensure fast resolution of technical
issues.
• Kept updated on the latest company offers, sales and deals to
communicate these to customers when upselling.
• Assisted in training junior Customer Support Representatives.
• Employed knowledge of latest company policies, escalating critical
issues and monitoring queries in line with best practices.
Facility Manager, 06/2022 - 12/2022
Metanoia Institute - London, UK
• Liaised directly with customers to meet needs and maintain
satisfaction.
• Scheduled appointments and maintained master calendar.
• Collaborated closely with other managers to smooth and improve
office operations.
• Managed client communications by answering phones and
corresponding through email.
• Identified data discrepancies through careful analysis, promptly
researching issues for quick resolutions.
School Psychologist, 08/2021 - 08/2022
CISC. Education for the world creators - Kyiv, Ukraine
• Delivered a variety of school-based programmes for struggling
students including transition programmes, peer support programmes
and study skills programmes.
• Created profitable marketing campaigns for products using social
media strategies and analytics.
• Delivered high-quality instruction to more than 30 students every
semester.
• Created successful lesson plans with problem
solving/"argumentation" projects and academic activities to enhance
lectures.
• Worked with distance learning technology to facilitate online
classroom environments.
Assistant Psychologist, 04/2021 - 02/2022
Don't panic! - Kyiv, Ukraine
• Assisted patients with personal care, ambulation and general patient
care needs.
• Explained procedures to patients to reduce anxieties, enhance
cooperation and facilitate smooth procedures.
• Improved client consultations and determined needs through team
management.
• Talked with family members when patients were unable to advocate
for themselves.

CERTIFICATIONS
• Certificate of Ukrainian Association of Neuropsychology; educational
program "Eating Disorders in the Transdiagnostic Model", 2021
• Certificate of Kyiv Institute of Rational-Intuitive Psychotherapy;
educational program "Pathopsychological diagnosis", 2021
• Certificate of Ukrainian Association of Neuropsychology; educational
program "The basis of Neuropsychology for Psychologists and
Psychotherapists", 2022