Іван

Ivan Kashchuk
Customer support agent

Enthusiastic and results-driven customer support specialist with over 5 years of experience assisting
customers from the UK, USA, and Canada.

Skilled in resolving issues efficiently, fostering positive customer relationships, and closing sales.

Proven ability to adapt to remote work environments, manage time effectively, and maintain high performance
under pressure.
Personal Info

EXPERIENCES Email:
[відкрити контакти](див. вище в блоці «контактна інформація»)

Customer Support Representative | Devoop Phone:
April, 2022 - May, 2025 | Remotely [відкрити контакти](див. вище в блоці «контактна інформація»)
- Handled inquiries, complaints, and transactions via email (Ozimbra/Gmail), Jitsi calls, Zendesk, and
Smartsupp live chats. Address:
- Implemented refund prevention measures: policy explanation, dispute resolution guidance, and offering Ukraine, Odesa
discounts or credits.
- Closed sales for new or additional services and products.
- Verified customer and order information; assisted with account and profile issues.
- Adjusted order requirements and coordinated between customers and performers. Languages
- Worked with CRM systems and Google Sheets to track interactions and maintain accurate records.
• English C1

Customer Support Representative | IDC • Ukrainian Native Speaker
October, 2019 - January, 2022 | Odesa
- Supported customers through Five9 call system with product and service information. • Chinese B1
- Verified orders (trial, subscription, one-time offers), processed new requests, and handled complaints.
- Recommended improvements to services in packaging, and billing methods.
- Offered discounts, partial refunds, and adjusted billing/shipping cycles as per customer needs.
- Performed quality assurance for third-party support services. Skills

• Remote work responsibility

English teacher/tutor | Self-employed
• Quick learning ability
September, 2017 - June, 2019 | Odesa
- Developed teaching materials and tailored lesson plans.
• Strong time management
- Specialized in conversational English with an American accent.
- Prepared high-school students for final exams.
• Efficient both independent and in team

• Effective written and verbal communication
Education
• Analytical and problem-solving

South Ukrainian National Pedagogical University, Odesa,
• Stress resistance
Bachelor degree, 2019

- Major: Chinese Philology and Culture
- Additional studies: English Teaching, World Literature History