Сергій

Resume –Operator Wow support
Serhii Pohorilyi

Zhytomyr, Ukraine | Remote
Email: [відкрити контакти](див. вище в блоці «контактна інформація») | Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)
Professional Summary
Reliable and empathetic customer support professional with over 8 years of experience in live chat, phone, and email. Proven track record of resolving complex issues under pressure with calm and focusing on real solutions. Strict adherence to confidentiality and data privacy standards. Skilled in crisis handling, mentoring, and remote collaboration. Strong typing speed (35+ wpm), upper intermediate in English, and have a genuine interest in personal growth, mindfulness, and emotional well-being.
Core Skills
- Live Chat, Phone & Email Support
- Empathy &Emotional Intelligence
- Conflict Resolution & De-escalation
- Coaching & Onboarding New Agents
- Remote Work & Time Management
- Fast Typing (35+ wpm)
- PC & CRM Systems (Amadeus, ARD Web, Excel, Zoom)
- Insurance verification & payment processing

Professional Experience
Customer Guidance Specialist (Emotional & Psychological Support Consultant for US clients) – Nebula (OBRIO / Genesis ecosystem) | Mar 2025 – Oct 2025
• Provided highly empathetic one-on-one emotional and psychological worldwide (primarily USA) through live chat and voice consultations during life crises, relationship challenges, anxiety, and periods of uncertainty
• Guided users toward clarity and positive decisions using deep active listening, crisis de-escalation techniques, and personalized action steps - consistently received 98%+ positive feedback
• Built long-term trusting relationships with regular clients (20+% became returning users)
• Handled emotionally intense situations with exceptional calmness and care: helped clients navigate grief, break-ups, career doubts, family conflicts, and moments of total hopelessness
Partner Onboarding Specialist – Glovo (Remote) |Glovo Ukraine | Dec 2021 – Mar 2024
• Led onboarding sessions for new partners via phone calls and Zoom meetings
• Provided ongoing support and maintained communication during operational stages
• Conducted full document verification cycle for new partners (restaurants and stores), including legal, tax documents
• Handled partner requests via email and phone, updating restaurant/store databases
Courier Operations – Glovo (Remote) | Global Bilgi Ukraine | Nov 2019 – Dec 2021
• Delivered real-time assistance to couriers, clients, and partners via chat and email, often handling up to three simultaneous chat conversations
• Managed emergency and emotionally sensitive cases with professionalism and care
• Maintained CSAT 95%+ and First Response Time under 2 minutesx
• Mentored new agents, providing guidance during onboarding and complex cases
Customer Support Representative – Ukraine International Airlines | Tell2Tell, Dnipro | Jan 2019 – Oct 2019
• Handled flight reservations and travel service inquiries via phone, email, and chat, assisting a wide range of international, English-speaking customers
• Managed payment processing, modifications, and insurance confirmations
• Collaborated across departments to resolve booking and service issues
• Proactively promoted additional services to enhance customer experience
Customer Support – Turkish Airlines | Global Bilgi Ukraine, Dnipro | Oct 2016 – Nov 2018
• Responded to urgent inquiries related to delays, cancellations, and special requests
• Assisted international passengers with booking, ticketing, and flight changes
• Managed payment reconciliation and resolved billing disputes related to ticket purchases and insurance add-ons
• Worked with Global Distribution Systems (Amadeus) and internal CRM platforms
• Handled 50–70 tickets daily with 98% resolution on first contact

Achievements
- Recognized for strong crisis communication and handling emotionally sensitive cases; consistently assigned VIP customers and complex requests due to proven ability to manage challenging situations with empathy and professionalism
- Maintained and outperformed KPI’s for resolution time and customer satisfaction
- Mentored and supported over 10 new agents during adaptation phase
- Successfully transitioned to remote work with high self-discipline and autonomy
Education
Bachelor’s Degree in The National Metallurgical Academy of Ukraine (Dnipro) 2012-2016
Faculty of Mechanical Engineering
Languages
- English – Upper intermediate (spoken and written)
- Ukrainian, Russian – Native
Interests
Mindfulness, meditation, coaching, personal development books, emotional support communities