Особисті дані приховані

Anna Lazovska
Philology graduate and Customer Support professional with 1 year of hands-on experience managing international clients across
USA, EU, and Canada via email and phone. Skilled in high-volume ticket management (OTRS), SLA compliance, escalation handling,
and process improvement. Detail-oriented, responsible, and comfortable working independently. Upper-Intermediate English with
strong written communication. Open to Customer Support Manager roles or text-based positions (editing, translation, copywriting).

CONTACT
Email:[відкрити контакти](див. вище в блоці «контактна інформація»)
Telegram: @luvv1e

PROFESSIONAL Customer Support Service Operator (February 2025 - January 2026) SkyCall
EXPERIENCE
Provided remote customer support via email and phone to international customers across USA, EU,
and Canada — communicating confidently in English with diverse client types and managing tone
appropriately for each situation.
Managed high-volume ticket queues using OTRS ticketing system, writing clear, detailed responses
that resolved issues without requiring follow-up clarification.
Maintained SLA compliance and response time standards while ensuring written communication
was professional, concise, and natural-sounding.
Resolved shipping, customs, and payment-related issues through effective written explanations and
documentation.
Processed refunds, reshipments, cancellations, and substitutions — communicating complex
procedures clearly in English so clients understood exactly what was happening.
Escalated complex cases to Technical and Financial departments with well-structured notes that
required minimal back-and-forth.
Maintained detailed ticket documentation in English, ensuring clarity and consistency for team
handoffs.
Monitored USPS and international tracking systems, communicating status updates with precision
and empathy.
Freelance Writer (August 2023 - March 2024) 4writers.net

Communicated confidently with international clients in English, adapting tone and style
to different communication contexts.
Demonstrated strong written English skills and a natural feel for language in client
communication and content creation.
Managed multiple deadlines in a remote setting.
Delivered high-quality content in line with APA and MLA standards.
Maintained consistent client satisfaction.

EDUCATION
V. N. KARAZIN KHARKIV NATIONAL UNIVERSITY

Bachelor's Degree in English and German Philology (completed 2026)
Faculty of Foreign Languages

SKILLS
Strong English Proficiency & Natural Written Email Communication & Client
Communication Correspondence
OTRS (Ticketing System) Order & Shipping Tracking Systems
Ticket Management Reporting Tools
Microsoft Word (Advanced Writing) Multitasking skills & Problem-
Google Docs solving

LANGUAGES
English (B2)
German (A2)
Ukrainian (Native)
Russian (Native)