Michael

‭MICHAEL D. TSORGALI‬
‭ 351932488056‬
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‭[відкрити контакти](див. вище в блоці «контактна інформація»)(WhatsApp, Telegram, Viber)‬
‭Email : [відкрити контакти](див. вище в блоці «контактна інформація»)‬

‭Summary‬
‭Highly motivated finance graduate with a strong foundation in banking, complemented by‬
‭certifications in Project Management and Google IT Support. Over two years of experience as a‬
‭team leader, showcasing exceptional communication, multitasking, and organizational skills. Known‬
‭for being dependable, responsible, and detail-oriented, with a proven ability to manage time‬
‭effectively and adapt to changing circumstances. A proactive problem-solver who thrives in team‬
‭environments, consistently thinking outside the box to drive innovation and deliver results.‬

‭Languages‬
‭•English language: Highly Proficient‬

‭• Russian Language: B2‬

‭• French language: B1‬

‭• Portuguese: A2‬

‭Skills‬
‭SOFT SKILLS:‬

‭• Leadership (over 2 years of experience)‬

‭• Communication.‬

‭• Multitasking Abilities.‬

‭• Organization and Time Management.‬

‭• Dependable and Responsible.‬

‭• Team Player.‬

‭• Thinking out of the box.‬

‭HARD SKILLS:‬

‭• Troubleshooting‬

‭• MS tools‬

‭•CRM; Zendesk, Freshdesk, Clickup, Hubspot.‬
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‭• Live chat‬

‭• Sales‬

‭Experience‬

‭OneLogic, Canada; (2017 -2019)‬

‭SALES REPRESENTATIVE (remote).‬

‭• Calling potential clients to initiate sales and solutions to customer needs.‬

‭• Handled inbound calls from customers regarding all aspects of the company’s business-‬
‭like enquiries on services/products and invoices.‬

‭• Primary point of contact for customers with regards to requests for Quotations and‬
‭availability of company’s products and services.‬

‭• Communicating with clients to understand their needs and offer solutions to their‬
‭challenges as much as possible.‬

‭Netevia, USA; (2020-2022)‬

‭TECHNICAL/CUSTOMER SUPPORT REPRESENTATIVE (remote).‬

‭• Assist merchants with issues concerning missing funds from sales of the day.‬

‭• Guide merchants on the functionalities of their POS machines. Diagnosed and resolved‬
‭complex technical issues related to credit card processing, including software malfunctions,‬
‭transaction errors, and system integration challenges.‬

‭• Worked together with team mates to research and resolve all technical issues our clients‬
‭had in a timely manner. Collaborated with IT and development teams to troubleshoot and‬
‭escalate unresolved issues, reducing downtime by 30%.‬

‭• Resolved Banking issues that merchants faced by interacting with merchants’ banks to‬
‭discover the root cause of held funds. Also assisted clients with setup and configuration of‬
‭payment gateways, ensuring compliance with industry standards and security protocols.‬

‭•Identified common technical issues and collaborated with the development team to create‬
‭troubleshooting guides, reducing average issue resolution time by 25%.‬

‭•Analyzed support data to identify trends and suggested improvements to the support‬
‭process, leading to a 10% increase in overall efficiency.‬
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‭Tools & Technologies:‬‭Salesforce CRM, Zendesk, SQL, API integration, Payment Gateway‬
‭software, PCI DSS compliance tools.‬

‭Foundever, Portugal; (2023)‬

‭ENGLISH CUSTOMER ADVISOR (remote).‬

‭• Provide friendly and efficient service to the worldwide Airbnb community.‬

‭• Be the first point or contact to handle and resolve customer issues.‬

‭• Respond professionally to inbound phone calls and emails. Including urgent situations‬

‭• Identity and escalate issues appropriately.‬

‭• Compose thoughtful and accurate messages or customize prepared responses to‬
‭customer’s emails‬

‭• Research information and troubleshoot problems using available resources.‬

‭• Arbitrate in situations between users.‬

‭• Monitor and control numerous concurrent tasks in tandem‬

‭• Proactively and independently work to meet targets and goals.‬

‭FireOdds media limited; (2022)‬

‭Customer Support Representative (remote).‬

‭•Delivered high-quality customer support on the live chat queue, efficiently handling‬
‭inquiries and resolving issues for multiple clients across various industries.‬

‭• Specialized in payment-related queries, ensuring accurate processing and troubleshooting‬
‭of transactions, which led to a 95% resolution rate on first contact.‬

‭• Played a key role in enhancing customer satisfaction by providing prompt, empathetic, and‬
‭knowledgeable support, contributing to a 20% increase in client retention rates.‬

‭•Collaborated with internal teams to streamline support processes, reducing average‬
‭handling time by 15% and improving overall service efficiency.‬

‭• Acted as a critical point of contact for escalated payment disputes, leveraging strong‬
‭problem-solving skills to achieve favorable outcomes and maintain client trust.‬
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‭Education‬
‭BSc. BUSINESS MANAGEMENT AND FINANCE;‬

‭Kharkov-Ukraine; Kharkov Institute of Banking Studies. (2016 – 2020)‬

‭OTHER CERTIFACATE PROGRAMS:‬
‭• Project Management;‬
‭• Google IT technical support training‬
‭• Cloud Computing.‬

‭References are available upon request.‬