Olga

OLHA LOTOKHOVA
Customer Support Specialist | Freelance SMM & Designer
Skopje, North Macedonia | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
PROFILE
Customer Support Specialist with 5+ years of experience in live support, dispute handling, and process coordination. Skilled in working across international teams and platforms like Zendesk, HubSpot, and Stripe. Also worked as a freelance SMM and designer, creating branded content for social media. Organized, fast-learning, and confident in high-pressure environments.
WORK EXPERIENCE
Customer Support Manager (Part-Time)
Empowered Cooks (Remote – USA)
Jan 2024 – Present
• Respond to customer inquiries and refund requests via email
• Prepare chargeback documentation for Stripe/PayPal disputes
• Collaborate with departments on escalated cases
• Maintain detailed product knowledge to support internal help center updates
• Work part-time (4 hours per day)
Customer Support Manager
FunnelBuilder / Funnel Rolodex (Remote – USA)
Jun 2019 – Feb 2025
• Delivered multi-channel support via Zendesk, HubSpot, and live chat
• Conducted KYC verification and ensured compliance with platform rules
• Coordinated with teams across 4 countries
• Supported onboarding of new agents and maintained documentation
Freelance SMM & Content Designer
Self-Employed
Jan 2021 – Jan 2022
• Managed Instagram content for a support-focused brand
• Designed posts, stories, and promotional graphics
• Wrote captions and scheduled content
• Maintained visual consistency using Canva and Figma
SKILLS
Customer Support (Zendesk, HubSpot, Shopify) | Payment Platforms (Stripe, PayPal) | Canva, Figma, Scheduling Tools | Social Media Content Creation | Conflict Resolution | Written Communication
CERTIFICATIONS
• Social Media Manager – IMT Academy (2019)
• Mastering Multicultural Communication – English For IT (2024)
EDUCATION
Bachelor of Hotel and Restaurant Management
KNUCA, Dnipro, Ukraine (2009–2015)
LANGUAGES
English – Upper-Intermediate
Ukrainian – Native
Russian – Fluent