Софія

Sofiya Radkovska
Lviv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL EXPERIENCE
ZoomSupport
Sales Agent (May 2015 - January 2016)
- Support and provide world-class customer service via phone, chat or helpdesk.
- Identify and assess customers' needs to achieve satisfaction.
- Handle and resolve customer complaints.
- Troubleshoot software-related issues on Windows.
- Provided fast feedback about the software issues.
QA Specialist (January 2016 - November 2016)
- Conducted qualitative project evaluations and identified bugs.
- Prepared high-quality documentation and reports.
- Collaborated with project managers and developers.
Tech Support Representative (June 2017 - May 2018; May 2019 - September 2021)
- Provided technical support for company’s software.
- Communicated with customers via phone, chatrooms, helpdesk.
- Advised and consulted customers in any technical problems.
- Troubleshot operating system issues (Mac / Windows).
- Identified and escalated priority software issues.
- Provided fast feedback about the software issues.
SoftServe
Service Desk Agent (May 2019 - September 2021)
- Accepted and processed phone calls from end users related to platform functionality.
- Categorized and prioritized tickets.
- Resolved standard tickets described in Knowledge Base.
- Analyzed and processed requests logged in customer’s tracking system; managed tickets backlog.
- Kept affected users informed about request progress.
- Confirmed resolution and closed tickets.
PMO Specialist (September 2021 - May 2022; April 2024 - August 2024)
- Standardized project management processes and collaborated with competence managers.
- Developed and maintained project management training programs.
- Organized expert groups to enhance PM competencies and fostered company-wide standards.
- Mentored PM staff and facilitated corporate training events.
Divo Oliya
Sales Manager (March 2024 - May 2024)
- Created and executed strategic sales plans to expand the customer base.
- Recruited, trained, and coached sales representatives to achieve company quotas.
- Managed the month-end and year-end close processes.
- Instagram management.
Maternity Leave (May 2022 - March 2024)
EDUCATION
- Lviv National University (2018 - 2022)
Bachelor’s Degree in Tourism, Faculty of Geography
- ITET (Istituto Tecnico Economico e Tecnologico), Italy (2010 - 2015)
- School-Lyceum #10, Kalush (2002 - 2010)
SKILLS
Technical Tools:
- Salesforce, JIRA, CRM, Key CRM, Confluence, Helpdesk, TeamViewer, PagerDuty, Cherwell, LogMeIn, Power BI, Microsoft Office (Word, Excel, Outlook), Trello.
Soft Skills:
- Effective communication, active listening, mentorship, flexibility, time management, and documentation writing (Confluence).
Languages:
- Italian (Advanced), English (Upper-Intermediate).