Особисті дані приховані

Сhristina Kapetska
Customer Support Specialist | English C1 | Empathetic & Detail-Oriented​
Kyiv / Remote | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)​
Languages: English – C1 | German – B1

💡 Profile
Empathetic and highly adaptable customer support specialist with 2+ years of experience in
digital and educational environments. Skilled in handling complex client inquiries via email
and chat, resolving issues with clarity and care, and maintaining accurate records in CRM
systems. Proven ability to work in high-load environments with international clients (50+
countries), especially within YouTube, fitness, SaaS, and EdTech platforms.

🛠️ Key Skills
●​ Multichannel Customer Support (Email, Chat)​

●​ Fluent Written & Spoken English (C1)​

●​ Intercom, Zendesk, Custom CRM Systems​

●​ Empathetic Communication & Conflict Resolution​

●​ AI Prompt Handling & Response Moderation​

●​ Content Moderation (TOS / Trends / Flags)​

●​ Google Sheets, Excel (Data Tracking & QA)​

●​ Fast Learner & Process-Focused​

●​ Remote Workflow & Asynchronous Teams​

💼 Professional Experience
📍
Customer Support Manager​

📅
AIR Media-Tech (YouTube, TikTok, Instagram Creators)​
Oct 2021 – Nov 2022
 ●​ Responded to 100+ support requests daily via email and chat (EN/UA/RU)​

●​ Provided platform support for digital content creators​

●​ Conducted audits and explained YouTube performance metrics in simple terms​

●​ Maintained CRM and Google Sheets with accurate partner data​

●​ Delivered timely updates and product changes to partners​

●​ Ensured helpful, fast, and friendly support in every interaction​

📍
Customer Support Specialist (Contract)​

📅
Confidential Digital Company (Remote)​
Jun 2024 – Jan 2025

●​ Assisted international clients with onboarding and technical issues​

●​ Clarified digital product usage via chat (English)​

●​ Maintained detailed client records in CRM​

●​ Helped users overcome entry barriers with clear, supportive guidance​

📍
English Teacher | EdTech Instructor (Part-Time)​

📅
KMDS, Majbutni Schools, Private Tutoring​
2014 – Ongoing

●​ Designed interactive English grammar and conversation lessons​

●​ Taught teens and adults with different backgrounds and goals​

●​ Built custom programs on topics like true crime, pop culture, podcasts​

●​ Created user-friendly learning materials and task tracking via Google Docs​

📍
Interpreter​
Independent | 2017

●​ Conducted English–Ukrainian translations and private tours for U.S. client​

🎓 Education
MA in Philology (English & German, Translation)​
Zhytomyr Ivan Franko State University | 2018

🚀 Currently Improving
●​ Prompt Moderation Logic (AI Tools)​

●​ Google Sheets Automation for Support QA​

●​ Fitness & Wellness Tech Vocabulary​

✅ What I Bring
●​ Reliable and calm under pressure​

●​ Quick to learn new platforms and systems​

●​ Attentive to tone, detail, and user context​

●​ Passionate about making tech more human-friendly