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CONTACT
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Telegram @Anna_Dan95
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ABOUT ME

Hard-working, creative and proactive. Ambitious, eager to keep growing and evolving in my profession. Constantly developing new skills and abilities.

ABILITY TO WORK IN
G Suite (Google Docs, Sheets) Intercom
Zendesk Helpscout Front Asana Trello Confluence
Livechat
Helpdesk
Jira

LANGUAGES
Ukrainian — Native
Russian — Fluent
English — Upper-Intermediate (B2)

REFERENCES
Available upon request.
EDUCATION
Borys Grinchenko Kyiv University (Bachelor's degree)
Specialty- English philology 2007-2011

Interregional Academyof Personnel Management (Master's degree) Specialty-Psychology
2011-2014

WORK EXPERIENCE

2014-2015 ''EGI resources’’ (Indonesian holding) Kiev Assistant to the Head of the Board (remote position)
-translation
-assistance with international projects
-working with foreign delegations
-booking of tickets and hotels
-reporting
-create presentations, organize meetings
-resolve problems and complaints
-answer any questions a customers has
-take payments
-setup and resolve problems with accounts
-provide price information

2017 –2019 ‘’Rixos Land of Legends’’ Turkey, Kadriye Guest relation agent

-establishing contacts with guests
-booking tables and organizing special events
-maintaining a pleasant atmosphere in the team
-working with strategies to increase visitors
-full openingand closing procedure of the restaurant
2020-2021 “Amazing apps” IT - customer support agent
-respond to customer queries in a timely and accurate way via email or chat
-identify customer needs and help customers use specific features
-update our internal databases with information about technical issues and useful discussions with customers
-monitor customer complaints on social media and reach out to provide assistance
-share feature requests and effective work arounds with team members
-inform customers about new featuresand functionalities
-follow up with customers to ensure their technical issues are resolved
-gather customer feedback and share with our Product, Salesand Marketing teams
2021-2023 “Online divorce” service for divorce in the USA
-customer support via chat and tickets
-assistance in resolving payment issues
-helping clients fill out divorce forms

2023-2025 “GGR” group iGaming Project
Support Agent
2024-2025 Senior support agent
-manage user inquiries and provide support across multiple platforms (chat and ticket systems).
- provide users with timely updates regarding their transactions.
-process requests related to the loyalty program and ensure a smooth user experience.
-collaborate closely with the Anti-Fraud team to identify and resolve potential issues.
-follow internal procedures, maintain accurate records, and work toward achieving established KPI targets.