Анастасія

Anastasiia Zabusyk
Customer Support Team Lead

A results-driven Team Lead with expertise in customer
service operations, team development, and AI-based
automation. Passionate about building efficient support
systems, training high-performing teams, and enhancing
customer experience in the travel industry.

PROFESSIONAL SUMMARY
[відкрити контакти](див. вище в блоці «контактна інформація»)+ years of experience in customer service, including leadership roles.
Skilled in onboarding and mentoring new agents, and building knowledge
bases.
Managing a team of 12 agents, including scheduling, performance
[відкрити контакти](див. вище в блоці «контактна інформація») monitoring, and feedback.
Hands-on experience with tools like Zammad, Kibana, Corezoid, Trustpilot.
Led automation projects using GPT-powered bots and prompt
engineering.
Lviv, Ukraine
Freelance background in content creation, video production, and
copywriting.

SKILLS EXPERIENCE
Team Management Customer Support Team Lead — Tickets.ua
Process Automation 2024 – Present
Data Analysis & Reporting
Leading a support team of 12 agents in a 24/7 environment.
Staff Training & Onboarding Developed and executed onboarding programs and internal training.
AI & Prompt Engineering (GPT) Created and maintained internal knowledge base articles and
response templates.
Customer Communication
Used analytics tools (Kibana) to track team performance and
Conflict Resolution identify pain points.
Knowledge Base Development Designed GPT bot prompts and logic to enhance chatbot accuracy
and user interaction.
EDUCATION Monitored customer feedback on Trustpilot and implemented
improvements.

Bachelor’s Degree in Journalism Ticketing Specialist / Customer Support Agent — Tickets.ua
Ivan Franko National University of Lviv 2021 – 2023
Graduated: July 2023 Provided customer support for flight, train, and bus bookings via
HOBBY chat and email.
Assisted with booking changes, cancellations, and refunds, ensuring
high customer satisfaction.
Latin Dance Worked for approximately 6 months in the ticketing department
Drawing issuing tickets.
Gained hands-on experience with GDS systems such as Galileo and
Travel Amadeus for flight processing.

LANGUAGES Freelance Content Creator
Ukrainian – Native Created advertising banners, animated GIFs, and marketing visuals.
Russian – Fluent Produced and voiced over video content using AI tools.
Wrote promotional texts and micro-copy for ads and social media.
English – Intermediate (B1) Worked with tools like VN, InShot, Procreate, and Lightroom.