Данило

DANYLO SHEMCHAK
CUSTOMER SUPPORT SPECIALIST

Lviv [відкрити контакти](див. вище в блоці «контактна інформація») LinkedIn, Telegram, WhatsApp

ABOUT ME
Experienced in analyzing user issues, identifying recurring pain points, improving communication flows, and
supporting product-related decisions in fast-paced digital environments. I am looking for the job opportunities in
the customer support, premium client assistance, technical support, and sales.

Key points:
3 years of experience in Customer Support.
Support specialist with the wide knowledge of working with different types of clients, improving the product and
resolving complicated technical cases.
Extensive experience in service and customer support has allowed me to develop excellent interpersonal and
communication skills for effective collaboration with clients and colleagues.

EDUCATION
Sep 2021 - Jun 2025 Bachelor of Marketing Dnipro State Agrarian and Economic University

EXPERIENCE

Apr 2023 - Oct 2025 Customer Support Specialist

Provided support in Live Chat, delivering solutions to customer queries and
Namecheap
issues related to product and service configuration (domain, DNS, hosting,
(Zone3000) email, SSL, account settings, and refund requests), while demonstrating
excellent results in chats (3 chats simultaneously): chat duration 19.5
minutes, response time 45 seconds, CSR 89%, QA 86%, chats/h 20.
Processed email requests, providing full support and solving customers’
inquiries. Also, educated clients on how to use the service manually and
efficiently. Performance: ticket duration 10 minutes, CSR 90.5%, tickets/h 6.
Documented new/recurring issues and possible solutions for the product
team (Jira).
Identified patterns in recurring issues and proactively flagged product gaps
and process improvements.

Feb 2026 - Jun 2026 Customer Support Specialist
EverHelp Processed 15 customer requests per hour on average while maintaining a 93%
Boosters quality score helping with managing subscription, using AI services.
Analyzed user behavior through support cases, identified recurring user pain
points, and flagged product, billing, onboarding, and UX-related issues.
Collaborated with product, operations, and technical support teams to resolve
issues and improve user experience.
Maintained structured documentation in CRM systems and internal tools,
ensuring accuracy and consistency of user data and issue tracking.
Worked in a fast-paced, high-volume environment that required prioritization,
ownership, and quick learning across multiple products.

SKILLS

Communication & Relationship Building: client needs assessment and fast assistance, conflict resolution.
Sales Foundations: familiar with SPIN and BANT frameworks; eager to apply and develop further
Tools: Notion, MS Office / Google Workspace, Slack, Zendesk, Atlassian (Jira, Confluence, Trello), CRM.
Languages: Ukrainian (native), English (B2).