Viktoriia

Viktoriia Kovarzh
Customer Support Specialist — High-Volume Service & Escalation Resolution
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | Ukraine | Available immediately

Professional summary
Customer Support and Operations Specialist with 8+ years of experience delivering exceptional customer
experiences, managing high-volume communication, and improving operational processes. Strong background in
hospitality leadership, community support, healthcare coordination, SaaS and Web3. I’m known for learning
fast, solving problems calmly under pressure, and making customers feel heard, guided, and supported.
Experienced in ticketing, onboarding, documentation, and cross-team communication with a strong focus on
results and customer satisfaction.

Core Competencies
Client Onboarding & Service Delivery — Workflow Design & Process Improvement — Escalation Management
— Cross-Functional Coordination — Knowledge Base & FAQ Documentation — Stakeholder Communication —
Async Remote Collaboration — Team Training & Quality Coaching — Multilingual Client Support

Tools & Platforms:
Medgen EHR, Dentrix, Discord, Telegram, Google Workspace, Microsoft Office, Notion, ChatGPT, CRM and
support platforms

Experience
Century Medical Dental November 2024 – September 2025
Front Desk Supervisor, Patient Support Specialist New York City
• Managed patient flow for multi-specialty medical practice across 6 locations, handling check-ins/outs, scheduling,

insurance verification, and referrals simultaneously.
• Answered 100+ daily phone calls and emails from diverse patients, clearly explaining insurance policies and medical

procedures while addressing all concerns professionally.
• Partnered with clinical teams, front desks, insurance and billing teams, and external providers to resolve complex,

time-sensitive cases and maintain continuity of care.
• Resolved escalations with empathy and clarity; documented cases precisely, maintained HIPAA-compliant handoffs,

and trained new team members on support workflows.
Pink Taco March 2024 – October 2024
Restaurant Manager New York City
• Managed end-to-end client service for private events and catering experiences of 100-200+ guests, translating

customer requirements into timelines, staffing, logistics, and service plans.
• Coordinated front-of-house, back-of-house, and leadership teams to deliver events on schedule while managing

changing requirements and customer expectations.
• Led a team of 70+ employees and acted as the escalation point for guest concerns in a high-volume Times Square

environment, resolving issues quickly while maintaining customer trust.
Shake Shack October 2023 – February 2024
Shift Manager New York City
• Managed a team of 50+ employees in one of the busiest Shake Shack restaurants that generated $1M+ in monthly

revenue.
• Increased average customer service reviews from 7.92/10 to 9.83/10 by optimizing hospitality processes and

coaching staff.
• Trained new and existing team members to follow company processes.
 Self-Employed 2022 – October 2023
Part-time English Tutor for Ukrainian Refugees in NYC Remote
• Designed personalized learning plans for a group of 10 beginners, helping them become confident intermediate

speakers within five months.
• Prepared five students for job interviews and employment transitions by adapting materials, explaining complex

information clearly, and providing structured follow-up.
HeyWallet 2021 – 2022
Customer & Community Support / Product Ops Remote
• Supported and onboarded a fast-growing Web3 community of 100K+ users.

• Resolved 30+ daily inquiries across Discord and Telegram about wallet setup, safety, token transfers, and

troubleshooting.
• Collaborated with product and engineering teams to surface bugs, user pain points, and recurring issues.

• Contributed to FAQ updates and created simplified how-to explanations for the community, reducing repetitive

support questions.
• Helped foster a trusted, educational, and welcoming environment for newcomers to crypto and Web3.

”Johnny Rockets” Lagardere Travel Retail Sp. z o.o. 2018 – 2021
Restaurant Manager at two restaurants at Warsaw Chopin Airport
• I led a team of 40 staff, building a supportive, healthy, and pleasant atmosphere among coworkers by ensuring

everyone feels valued and motivated in the work environment resulting in a significant reduction in employee
turnover and overall improvement in team performance.
• I enhanced customer service through weekly team trainings on typical scenarios, raising Google reviews from 3.8 to

4.2 and building an excellent airport reputation.
”Aelia DutyFree” Lagardere Travel Retail Sp. z o.o. 2015 – 2018
Shop Assistant at Warsaw Chopin Airport
• I increased average transaction values by applying up-selling techniques and suggesting related products for

customers.
• Through cross-selling, I raised the average check by offering customers water bottles and snacks during clients’

finalized purchases.
• I received special bonuses four times for achieving the highest nationwide mystery shopper score and being

recognized for exceptional service at our store.

Languages
English (fluent) • Polish (fluent) • Ukrainian (native) • Russian (native)