Особисті дані приховані

OBJECTIVE
I am an experienced Customer Support Representative
delivering excellent KPI results. I specialize in resolving
customer issues quickly, handling complaints effectively, and
ensuring a smooth customer experience. In my previous role,
I assisted website/app users, resolved issues and disputes,
handled high-value transactions. Also trained and mentored
new agents to improve team performance and quality

MALCHEVSKA standards. Consistently achieved 95-100% QA scores and
reduced average resolution time by 30%.
ANASTASIIA I’m currently looking for new opportunities, and I am open to
roles in the Human Resources field. With a strong passion for
people, processes, and creating positive workplace
Odesa, Ukraine environments, I’m eager to contribute to a team where I can
[відкрити контакти](див. вище в блоці «контактна інформація») grow.
Telegram @am_anastasiia_am

EDUCATION AND EXPERIENCE
LANGUAGES
September 2018 - July 2022 - Petro Mohyla Black Sea
National University(Finance, banking, insurance with
Ukrainian advanced study of foreign language - bachelor degree)
Russian
September 2022 - August 2025 - Customer support
English (C1)
representative in Helpware company(Tier 1, from March
Spanish (A1) 2025 Tier 2).
Provide customer support to website/app users, handle
customer complaints by offering appropriate solutions
CERTIFICATES and following up to ensure resolution.
Communicate with customers through various channels,
Basics of project including chat, ticket, live chat and email.
management Maintain accurate records of customer interactions,
transactions, and feedback.
Train and assist agents, helping them improve their
Fundamentals of customer support skills and follow best practices.
managing teams and Enter and update data in CRM systems and other online
projects in IT platforms.

The Art of Care:Modern
SKILLS
Practices for HR
Customer Support Communication & Team
Efficient presentations Problem Solving & Conflict Collaboration (Slack,
Resolution Teams, Jira, Trello)
Business English Microsoft Office & Google Process Optimization &
Workspace, MacOS Training agents
Communication skills Tools: Textexpander,
HR Foundation, HR Multitasking, teamwork Magical, Grammarly,
Career: Roles, CRM & Data Management VPN, Canva
Competences and (Playvox, Ticketron, Analytical skills
Challenges Confluence, BambooHR) Attentive to details