Валерія

Valeriia Usata
[відкрити контакти](див. вище в блоці «контактна інформація») · [відкрити контакти](див. вище в блоці «контактна інформація»)
Kyiv, Ukraine

SUMMARY
Adaptable and customer-focused support professional with a background in telecommunications and a passion for creating
positive, efficient experiences. Known for strong interpersonal and communication skills, I thrive in fast-paced, team-oriented
environments where attention to detail, empathy, and integrity are essential. Quick to learn new technologies and highly resilient
under pressure, I consistently aim to make workflows smoother for both customers and teammates. Eager to contribute to a
team that values connection, service excellence, and continuous growth.

KEY COMPETENCIES
Customer Support & Satisfaction Strong interpersonal skills Adaptability & Resilience
Technical Troubleshooting Process Improvement Mindset Problem Solving & Critical Thinking

PROFESSIONAL EXPERIENCE
Nextiva August 2025 - now
IT Solution (System Administration)
Providing technical support for employees regarding hardware, software, and connectivity issues.
Managing user accounts, permissions, and access controls across systems.
Document procedures, troubleshooting guides, and system configurations.

MNSTR.TECH March 2025 – August 2025
Customer Support Specialist – iGaming
Delivered prompt, accurate resolutions while ensuring compliance with internal protocols and industry regulations.
(NDA – Details restricted)

Nextiva February 2021 – June 2025
Partner Support POD
Provided daily consulting support to clients including answering questions, analyzing problems and quickly forming solutions
for proper operation of the information system. Addressed inquiries related to company products, services, billing, and
technical issues. Collaborating with cross-functional teams, including Sales, Product Support, and Product Development, to
address partner needs and enhance the partner experience.
Performed advanced troubleshooting of voice and CRM-related issues including but not limited to quality-related issues,
routing issues, device configuration; accounts, call centers, PBX, integrations set up, troubleshooting and maintenance.
Conducting CRM consultations for clients.
Trained, mentored, and supported team members, fostering a high-performance culture and collaborative working
environment.
Ultimatech August 2020 – March 2021
Customer Support Specialist
Delivered high-quality customer support in a fast-paced, digital entertainment environment, managing a wide range of user
inquiries with discretion and efficiency. Assisted users with account access, transactions, technical troubleshooting, and
general platform navigation while ensuring a positive user experience.
Maintained strict adherence to company policies, data privacy standards, and support protocols under an active NDA.
Quickly adapted to proprietary systems and evolving procedures, consistently meeting KPIs and service quality benchmarks.

Kiwi English/ Yappi Corporate 2018 - 2020
Corporate English Teacher
Designed and developed a comprehensive, industry-specific English language curriculum tailored to the needs of
professionals and businesses. Created engaging lesson plans, activities, and assessments to ensure effective learning
outcomes. Delivering dynamic and interactive English language lessons to individuals and small groups of professionals.
Focused on improving speaking, listening, reading, and writing skills in various business scenarios.

EDUCATION
M.A. in Asian Studies
Lund University, Sweden ( 2022 - 2024 )
M.A. in Germanic languages and literatures (including translation,
first foreign language – English)
National aviation university, Kyiv, Ukraine ( 2020 - 2021 )
B.A. in Oriental Languages and Literatures and Translation,
Western European language
( 2016 - 2020 )
Taras Shevchenko National University of Kyiv, Ukraine

TECHNICAL SKILLS & TOOLS
Network Protocols: TCP/IP, DNS, SIP
Diagnostics & Analysis Tools: Wireshark, OCOM, Confluence, Jira, ClickUp
CRMs & Platforms: Salesforce, Nextiva CRM, NCC
Call Center & Telephony: PBX systems, call center setup, routing configuration, integrations.
Troubleshooting Expertise: Quality of service issues (voice/data), endpoint setup, softphone/device configuration, and
network performance, including advanced support for Yealink, Poly (Polycom), Cisco, Panasonic, and Snom devices.
Communication: Slack, MS Teams, Google Workspace.
Other: Familiarity with VPNs, VoIP protocols, user permission management, and service provisioning.

LANGUAGES:
Ukrainian – Native | Russian – Native | English – C1 (Academic IELTS)

OTHER:

FLEX Program Alumni, 2015
Camp America Program Alumni, 2019
SI Scholarship for Global Professionals Alumni, 2024

Eastern Europe FLEX Ability Workshop (English Teaching), Moldova, 2015
America House Kyiv English Teaching Workshop, 2016
Volunteer, Camp Kudzu for Children with Diabetes, 2019
Volunteer, Meeting Central Ukraine in Lund Initiative, 2022

References available upon request.