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,
handled 130–150 replies daily, and reduced average
ANASTASIIA resolution time by 30%.

I am a strong communicator, a team player, and always
Odesa, Ukraine eager to learn. Looking to grow into a higher role, I want to
[відкрити контакти](див. вище в блоці «контактна інформація») use my skills to improve processes and enhance service
Telegram @am_anastasiia_am quality.

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
English (C1) September 2022 - August 2025 - Customer support
Spanish (A1) representative in Helpware company(Tier 1, from March
2025 Tier 2; fully remote).
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,
including chat, ticket, live chat and email.
English for career growth Maintain accurate records of customer interactions,
transactions, and feedback.
Fundamentals of Train and assist agents, helping them improve their
customer support skills and follow best practices.
managing teams and Enter and update data in CRM systems and other online
projects in IT platforms.

English for business and
SKILLS
entrepreneurship
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,
English for media literacy Multitasking, teamwork Magical, Grammarly,
CRM & Data Management VPN, Canva
Basics of project (Playvox, Ticketron, Analytical skills
management Confluence, BambooHR) Attentive to details