Олена

OLENA PEREPICHKA
SENIOR CUSTOMER SUPPORT AGENT

 EXPERIENCE
Product Madness Ukraine Lviv, Ukraine
Senior Customer Support Agent 03/2023 - Present
​ CONTACTS • Analyzed customer service data to identify trends and reported them to designated
departments to avoid gameplay disruptions and ensure smooth gameplay experience.
 [відкрити контакти](див. вище в блоці «контактна інформація») • Performed a review of training materials to make sure that information they include is
relevant and up-to-date, assisted new-hires with cases they had difficulties with to identify
 [відкрити контакти](див. вище в блоці «контактна інформація») reasons for incomplete investigations and work on any potential knowledge gaps.
 Lviv, Ukraine • Created and updated databases, templates, macros.
• Prepared sentiment reports to gather customer feedback about newly released slots,
​ 17.08.1996 missions, etc.

Product Madness Ukraine Lviv, Ukraine
 SKILLS 05/2021 - 02/2023
Customer Support Agent
Zendesk, Intercom, Shopify • Resolved around 800–1000 customers' queries per month via Zendesk & Intercom ticketing
systems related to technical/billing issues, responsible gameplay principles etc.
Creating and Updating Databases, Templates,
• Improved platform safety by reducing inappropriate content through rigorous content
Macros
moderation.
Managing, Coaching, Customer Service • Handled massive technical issues.
• Escalated potential risks of terms of use violation to the relevant department for further
Translation, English, German, Ukrainian
investigation.
OS Windows, Microsoft Office Suite, Profile
Applications Concentrix Lviv, Ukraine
Customer Support Representative 07/2019 - 04/2021
 INTERESTS Norwegian airline
• Handled over 500 customers' requests monthly via phone and chat, meeting KPIs and
traveling maintaining a high satisfaction rate through effective communication and problem-solving
skills.
fiction literature
• Mentored newly hired customer service representatives and worked closely with trainers'
sports team to improve and enhance onboarding process.

 EDUCATION
Ivan Franko National University of Lviv 09/2013 - 12/2018
Master's degree
• Faculty of Translation Studies and Contrastive Linguistics
• Specialization: English-Ukrainian translation

 TRAINING / COURSES
Interviewer & writer in Photon
translation project.

 LANGUAGES
ENGLISH Proficient UKRAINIAN Native

GERMAN Intermediate