Світлана

SVITLANA
KONIEVYCH
Work experience
Team Lead Jan 2026 - Sep 2026
LimTC, Ukraine
I worked on the QuidPro project:
• Led and supported a customer support team, ensuring high-quality and
timely assistance to customers.
• Coordinated daily support operations, workload distribution, task
prioritization, and escalations.
Personal details
• Provided coaching, mentoring, and regular feedback to Support
Name Representatives to improve their performance and product knowledge.
Svitlana Konievych
• Assisted with complex and escalated customer cases, ensuring issues were
Address
Kalush, Ivano-Frankivsk region investigated and resolved efficiently.

Phone number • Participated in product testing and QA, identifying bugs, usability issues,
[відкрити контакти](див. вище в блоці «контактна інформація») and potential improvements before and after product releases.
Email • Worked closely with Product and Development teams to report, document,
[відкрити контакти](див. вище в блоці «контактна інформація»)
and follow up on bugs and customer-reported issues.
Date of birth
12/17/1992 • Created and maintained FAQs, Help Center articles, and internal

Gender knowledge base documentation based on common customer questions and
Female product updates.
LinkedIn • Developed a client training program, including training materials, guides,
[відкрити контакти](див. вище в блоці «контактна інформація»)
and educational resources to help customers effectively use the product.
konievych-232901a9
• Conducted and supported client training sessions, explaining product
functionality, workflows, and best practices.
Hard & Soft Skills
• Identified recurring customer issues and contributed to improving support
Jira Confluence processes, workflows, and product documentation.
HubSpot • Analyzed customer feedback and support trends to identify opportunities
Zammad to improve the customer experience.
Zendesk • Participated in process improvement initiatives and helped implement
BookStack
new support tools and workflows.
NextCloud
Leadership
Communication
Coaching &
Mentoring
Problem-
Solving
Conflict
Resolution
Critical
Thinking
Time
Management
Adaptability
Emotional
Intelligence
Teamwork
Customer Focus
Accountability

Languages Team Lead Nov 2018 - Oct 2025
TenantCloud UA, Ivano-Frankivsk
English
• Managed customer support across tickets, emails, and live chats, ensuring

Hobbies & Interests timely and high-quality responses.
• Supervised and guided team members to achieve daily, weekly, and long-
Hiking & Outdoor Activities
term performance targets.
Travelling
• Planned, delegated, and monitored tasks to ensure efficient and timely
Reading
project delivery.
AI & Digital Creativity
• Mentored and trained team members, supporting their professional
Personal Development
development and skill growth.
• Conducted performance reviews and provided constructive feedback to
improve productivity and team engagement.
• Fostered effective collaboration within the team and across departments,
resolving conflicts and operational challenges.
• Monitored KPIs and prepared performance reports for management.
• Maintained Help Center content and ensured adherence to company
policies, quality standards, and support processes.
• Identified process improvement opportunities and implemented strategies
to optimize workflows.
• Served as the main point of contact between the Support team and upper
management, ensuring effective communication and alignment.

Receptionist Apr 2016 - Apr 2018
Petrotech Innovative, Dubai

• Welcomed and assisted visitors, clients, and employees, directing them to
the appropriate departments.
• Managed incoming calls, messages, correspondence, mail, packages, and
deliveries.
• Maintained an organized and professional front desk and office
environment.
• Scheduled appointments, meetings, and conference room bookings.
• Maintained visitor logs and followed workplace security and
confidentiality procedures.
• Provided administrative support, including data entry, filing, document
handling, and office supply management.
• Coordinated with internal departments to ensure smooth communication
and efficient office operations.
• Supported HR and management with onboarding, travel arrangements,
and other administrative tasks.
• Reported office maintenance and equipment issues to the relevant
departments.

Customer Service Agent Nov 2014 - Mar 2015
flydubai, Dubai

• Assisted customers via phone, email, and chat with flight bookings,
schedules, fares, ticket changes, cancellations, and refunds.
• Provided information on airline policies, travel requirements, baggage,
seat selection, meals, and special assistance services.
• Managed flight disruptions, including delays and cancellations, by
arranging rebooking and alternative travel solutions.
• Resolved customer issues and complaints professionally while maintaining
high customer satisfaction.
• Verified passenger information and travel documents in accordance with
airline and international travel regulations.
• Maintained accurate customer records and updated reservation and CRM
systems.
• Collaborated with airport operations, ticketing, and other departments to
resolve customer requests efficiently.
• Promoted loyalty programs, upgrades, and additional airline services when
appropriate.
• Consistently met performance targets related to customer satisfaction,
service quality, and productivity.
• Handled customer and payment information in accordance with data
protection and confidentiality standards.

Education
Specialist degree Sep 2010 - Jun 2015
Drohobych State Pedagogical University of Ivan Franko, Drohobych, Ukraine
Philologist. Teacher of English and French Languages and Foreign Literature

Courses
AI Content Creation Nov 2025 - Jan 2027
Online AI Content Creation Course — Taya Academy