Поліна

POLINA Lviv, 79005, Ukraine

RYZHKOVA
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CUSTOMER SUPPORT ENGINEER

ABOUT ME
WORK EXPERIENCE
Results-oriented professional with
a proven track record in dynamic UVENTEX LABS Customer Support Engineer
Odesa
work environments. Skilled at • Direct Communication: engaged with customers through
Nov 2020 - Dec 2022
solving complex problems and various channels and ticketing systems like Zendesk and
quickly adapting to new roles and Intercom, to resolve inquiries and technical issues.
challenges. Experienced across
• Knowledge Base Management: developed and maintained a
customer service, project
comprehensive knowledge base with detailed guides on
management, and testing, with a utilizing the CRM system.
focus on continuous learning and
• Technical Issue Investigation: real-time troubleshooting and
achieving positive outcomes.
investigation of technical issues reported by customers, as well
as those encountered during personal use.
• Complaints Handling: addressed customer complaints,
EDUCATION implementing feedback to enhance the overall user experience
of the system.

UNDERGRADUATE • Financial Reporting: prepared comprehensive financial reports
ONU Mechnikov / for clients and internal use.
Odesa /
2024

Faculty of Psychology and Social UVENTEX LABS QA Engineer
Work Odesa/Lviv
Jan 2023 - Apr 2024 • Exploratory Testing: conducted exploratory testing to identify
defects and enhance product quality.
• Performance Testing: executed performance testing using
SKILLS JMeter to assess application scalability and reliability.

CRITICAL THINKING
• Test Planning: developed testing plans and cases in TestRail
based on project requirements to ensure thorough coverage.
ADAPTABILITY • Release Management: managed release processes,
coordinating with development teams.
MULTITASKING

CUSTOMER SERVICE UVENTEX LABS Project manager
Lviv
PROBLEM-SOLVING May 2024 - Feb 2025 • Project Planning: developed business requirements based on
inquiries, created detailed development plans, and
TICKET MANAGEMENT
decomposed tasks.
• Cross-Department Communication: ensured seamless inter-
PROJECT MANAGMENT department communication for project success.

TROUBLESHOOTING
• Stakeholder Management: aligned stakeholder input with
project goals; exceeded expectations.
ATLASSIAN JIRA • Progress Monitoring: monitored metrics, updated
stakeholders; optimized project delivery.
ATLASSIAN CONFLUENCE

EXCEL/GOOGLE SPREASHEETS
HOBBIES
JMETER

MUSIC, READING, PROGRAMMING, SPORTS

LANGUAGES

ENGLISH

UKRAINIAN

REFERENCES

TATIANA GERSHBERG
Uventex Labs Inc.
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