Контактна інформація

Шукач вказав ел. пошту та Instagram.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/10891217/

Досвід роботи

Customer service manager

з 11.2023 по 07.2025 (1 рік 9 місяців)
Freelancing, Remote (Marketing, advertising, and PR)

Maintained 90%+ CSAT score across all projects.
•Reduced first-response time by creating clear, reusable reply templates.
•Improved customer retention by ensuring a smooth, friendly support experience.
•Successfully supported product launches by handling high-volume queries calmly and clearly.
•Recognized by clients for professionalism, clarity, and problem-solving under pressure.

Customer support representative

з 09.2021 по 10.2023 (2 роки 2 місяці)
MTN, Kyiv (Telecommunications and networking)

- Provided high-quality customer service by responding to customer inquiries through
various channels, including phone, email, and chat.
- Resolved customer complaints and issues efficiently, ensuring a high level of customer
satisfaction.
- Maintained up-to-date knowledge of company products, services, and policies to provide
accurate information.
- Collaborated with team members to improve processes and enhance customer experience

Customer service manager

з 06.2019 по 03.2021 (1 рік 10 місяців)
sheffa call center, Kyiv (Telecommunications and networking)

1. Provided excellent customer
service by addressing inquiries and
resolving issues in a timely manner.
Handled an average of 50 calls per
day, maintaining a high level of
professionalism and efficiency.
2. Achieved a 95% customer
satisfaction rating through effective
communication and problem-solving
skills. Utilized CRM software to
accurately document customer
interactions and ensure a seamless
experience.

Customer support representative

з 05.2018 по 06.2019 (1 рік 2 місяці)
Hamlyn Williams, Kyiv (Medicine, pharmacy)

Familiarity with and remaining up-to-date with changes in our plans and tariffs.
Greeting customers in a friendly, professional manner using the suggested script.
Answering telephonic and e-mail inquiries in a timely manner.
Deferring queries to line manager if I’m unable to answer them.
Furnishing members and health care practitioners with details regarding members'
benefits.
Granting pre-authorizations for medical treatment, if covered.
Advising members of outstanding co-payments.
Providing extant and prospective members with the details of network providers.
Canceling members' plans upon their request, or due to recurrent nonpayment, when
directed by line manage.

Освіта

Lviv polytechnic university

Communication and media studies, Lviv
Вища, з 2016 по 2018 (2 роки)

Знання і навички

• MS Word
• Management of crm
• Educability
• Communication
• Problem solving
• MS PowerPoint
• Literary translation
• Time management
• Technical proficiency
• Empathy
• SEO copywriting
• Ability to work in multitasking mode
• Creativity
• Stress management
• Sales
• Python
• HTML
• CSS
• SQL
• Git
• MySQL
• MS Excel
• JavaScript
• Java
• PostgreSQL

Знання мов

Англійська — вільно

Додаткова інформація

I am a dedicated and adaptable professional with a unique background that bridges customer service,
communication, and computer science. My journey started with Communication and Media Studies in Kyiv,
where I built a strong foundation in people-focused communication and problem-solving. After working in
telecommunications customer support at MTN for over two years, I transitioned into Computer Science,
applying my skills to software development, networking, and data-driven projects. I thrive in fast-paced,
collaborative environments and enjoy solving complex problems with creative solutions. Whether building
an API, designing a network topology, or presenting at a hackathon, I bring enthusiasm, precision, and
integrity. My current focus is on software engineering, data modeling, and knowledge graphs, while also
pursuing affiliate marketing as a side project, which has sharpened my digital and analytical skills.
Projects & Technical Experience
Winner – GRC-20 Hackathon (Feb – Mar 2025)
• Built a jobs knowledge graph using structured data libraries.
• Designed schema, imported into testnet, and delivered a live technical presentation.
• Among the hackathon winners, recognized for practical application of semantic web technologies.
• Demonstrated ability to translate abstract requirements into a functioning technical solution.
Medical Ontology Project (2025)
• Structured medical concepts into a formal ontology for interoperability.
• Applied semantic web principles: RDF, SPARQL, and hierarchical concept mapping.
• Created a base for medical data exchange that aligns with knowledge graph practices.
Networking Project – Cisco Packet Tracer (2025)
• Designed a multi-area OSPF topology with RIP-to-OSPF redistribution.
• Applied subnetting, IP addressing, and router configuration.
• Added visual clarity with labels, area separations, and subnet annotations for better network
understanding.
Software Development Projects
• API Development (Full Stack): Built a RESTful API with both frontend and backend, handling user
authentication and data exchange.
• JavaScript Calculator: Developed a calculator app with clean UI and functional logic.
• Python Machine Learning Models: Implemented regression & classification using the Diabetes dataset
with scikit-learn.
Affiliate Marketing (Amazon + Pinterest, 2025 – Present)
• Built niche-specific content boards and managed affiliate traffic pipelines.
• Applied Pinterest SEO to drive engagement and optimize conversion.
• Gained experience in digital marketing, analytics, and content strateg