Oleksandr

Oleksandr Biloivan
Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)
City: Kharkiv
Country: Ukraine

Objective:
I am seeking a position of a Customer Support Team Leader in a modern, competitive
fintech company that offers not only a high-quality, user-friendly product but also
provides timely and professional support in resolving customers' urgent issues to
ensure they receive the best possible service.

Soft skills:
• Proficient in both spoken and written communication
• English language proficiency at C1 level
• Motivation to assist others
• Ability to teach and learn from others
• Strong teamwork skills
• Goal-setting and achieving planned results within set deadlines
• Skills in ensuring work quality and compliance with established standards
• Ability and skills to ensure the quality of work and compliance with established
standards
• Strong communication skills
• Conflict-free communication abilities
• Capacity to build constructive working relationships to achieve common goals
• Ability to recognize and make the best use of the team's knowledge and experience
• Intercultural communication
• Ability to compare alternative options and propose practical solutions
• Conflict resolution skills, considering the interests of all parties involved.

Practical skills:
• Practical experience in analyzing fiat and cryptocurrency transactions
• Practical experience in communicating with users through ticket and chat
platforms in Zendesk
• Practical experience in data analysis using Kibana and AWS plugins
• Confident PC user with knowledge of Windows and Linux (Ubuntu) operating
systems.
Experience in the field of search:

12.2021 – 09.2024 – Team Leader for Ticket Support at the Customer Care
Department of the E-wallet Solutions fintech group
Main Responsibilities:

• Ensuring high levels of product support quality and user satisfaction;
• Meeting the goals and objectives set by the Customer Care department head
and the board of directors;
• Setting tasks for the team by conducting regular video conference meetings,
based on the company's current, quarterly and annual goals;
• Ensuring continuous processing of user requests according to company quality
standards, monitoring team performance metrics and working for their
improvement;
• Efficiently distributing workload among operators to optimize workflow,
accelerate, and increase the efficiency of user request handling;
• Monitoring the performance of all work duties by team operators, ensuring
adherence to work schedules and regulations; overseeing the timely presence
of operators at the start of their shifts, and coordinating days off, sick leave and
vacations with management;
• Adapting new team members: explaining the work specifics and strategies,
fostering professional and personal growth, providing informational support,
consultations or additional training when necessary;
• Providing feedback to the Customer Care department management on the
progress of training, discipline issues and team members' performance metrics;
• Ensuring effective conflict resolution between team operators or between the
team and representatives of other company departments;
• Timely informing the team about updates and news from other departments of
the company and external technical partners;
• Establishing and maintaining open professional relationships, collaboration,
and communication on work-related issues with all company divisions and
departments;
Developing and submitting proposals for workflow optimization and
improvement (within job responsibilities) for consideration by the Customer
Care department management.

08.2021 – 12.2021 – Category I Chat Support Operator at the Customer Care
Department of the E-wallet Solutions Fintech Group

Main Responsibilities:
• Receiving and processing incoming chats from users during scheduled time, in
accordance with the company's quality standards;
• Providing information on all issues that arise for clients regarding their interaction
with the system, its functions, and technical partners;
• Communicating with representatives from other departments to promptly resolve
user issues.
During my time as a Category I chat support operator, the department management
recognized my diligence in performing my duties, as well as my high quality of work
and user satisfaction metrics. I was recommended to take an exam for the position of
team leader in ticket support, and after successfully passing the test, I received a
promotion.

05.2021 – 08.2021 – Category II Ticket Support Operator at the Customer Care
Department of the E-wallet Solutions Fintech Group

Main Responsibilities:
• Receiving and processing requests from users and partners during company-
scheduled hours, according to company quality standards;
• Processing user applications for card issuance;
• Providing information on all issues that arise for clients regarding their interaction
with the system, its functions, and technical partners;
• Communicating with representatives of other departments and technical partners
when necessary to resolve user issues.

While working as a Category II operator, I successfully passed an exam to test my
knowledge of the system's features. Based on the successful exam results, I was
promoted to Category I operator with an adjusted salary.

Education:
2015-2018 National Scientific Center “Institute of Experimental and Clinical
Veterinary Medicine” – postgraduate course.
PhD Thesis Title: Phylogenetic analysis of Ukrainian Bacillus anthracis isolates and
development of the test kit for the detection of anthrax genome via quantitative
polymerase chain reaction (defended on December 24, 2019).
2013-2015: Kharkiv State Zooveterinary Academy – Master’s degree diploma.
Final Year Research Project. Title: “Epizootic monitoring of infectious bronchitis
in poultry farms of Ukraine”.
2008-2013: Kharkiv State Zooveterinary Academy – Bachelor’s degree diploma.

Work experience in specialty field:
04.2024 – now – Head of the Brucellosis Laboratory, National Scientific Center
“Institute of Experimental and Clinical Veterinary Medicine”, Kharkiv, Ukraine.
04.2023 – 04.2024 – Acting Head of the Laboratory of Molecular Diagnostics,
National Scientific Center “Institute of Experimental and Clinical Veterinary
Medicine”, Kharkiv, Ukraine.
06.2020 – 04.2023 – Senior research fellow at the Laboratory of the genetics of
microorganisms, National Scientific Center “Institute of Experimental and Clinical
Veterinary Medicine”, Kharkiv, Ukraine.
11.2018 – 06.2020 – Junior research fellow at the Laboratory of the genetics of
microorganisms, National Scientific Center “Institute of Experimental and Clinical
Veterinary Medicine”, Kharkiv, Ukraine.
07.2016 – 11.2018 - PhD student of the Molecular Epizootology, Diagnostics and
Genetical Resources Quality Control Department in National Scientific Center
“Institute of Experimental and Clinical Veterinary Medicine”, Kharkiv, Ukraine.
10.2015-07.2016 – PhD student of the Laboratory of Avian Diseases in National
Scientific Center “Institute of Experimental and Clinical Veterinary Medicine”,
Kharkiv, Ukraine.
09.2013-11.2015 – Assistant of the Laboratory of Avian Diseases in National
Scientific Center “Institute of Experimental and Clinical Veterinary Medicine”,
Kharkiv, Ukraine.