Микита

HETMAN
MYKYTA
Customer support specialist
and Trainer

Contact Summary
[відкрити контакти](див. вище в блоці «контактна інформація»), Proven success in teaching and onboarding 100+ new agents and upskilling
300+ internal staff to drive compliance and efficiency. Expert in handling and
[відкрити контакти](див. вище в блоці «контактна інформація») training on complex flight compensation claims (EC261) and high-level
escalations (CAA, CPA, ECC, and court cases). Known for developing
fascinating and highly effective training programs that boost engagement
and reduce time-to-proficiency.
Education
2022-2024
Yaroslav Mudryi National
Law University Experience
Faculty of Prosecution, Anti-
Corruption Minor, 2023 - 2025 Combining the positions of agent and trainer, later
Simply Contact added the activities of team leader.
2018-2022
Yaroslav Mudryi National 2020 - 2021 Senior Administrator of the COVID-19 Biomaterial
LLC “Aerohandling” Collection Point — supervised 11 subordinates.
Law University Organized daily operations, managed Medcloud
and CSD Lab system, and maintained reporting.
Institute for Training
Personnel for the Judiciary of
Ukraine

Achievements Awards
Trainer / Agent / Team Leader
Trained 400+ staff
Closed 2000+ EC261 Eager to teach and engage, providing effective and interesting training for
over 100 newbies and 300 internal agents. Mentor new agents, conduct
cases trainings and refreshers to reduce errors, improve quality, and speed up
Led 40-agent team onboarding. Seek ways to optimize processes and implement tools for
workflow efficiency. Accurately manage databases.

Language As an agent, handled over 2,000 cases, including official claims for flight
disruptions (EC261), working with claim companies, law offices, aviation
authorities, consumer protection agencies, and courts across Europe.
English B2
Ukraine - native As a team leader, co-managed ~40 agents, provided performance
feedback, reports, and communicated with customers.
Russian - native
Graduated school with a gold medal, expert chess player, silver medalist at
the World Karate Championships.