Особисті дані приховані

DARYNA ZORENKO
Customer Support Specialist (Remote / B2B & Tech)

Kyiv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | Linkedln

PROFESSIONAL SUMMARY

Detail-oriented Customer Support Specialist with 2+ years of experience in high-volume
banking and tech-enabled e-commerce environments. Skilled in delivering empathetic,
fast-paced cross-channel support (Live Chat & Email) while maintaining high SLA and CSAT
benchmarks. Proven expertise in technical consultations, complex dispute resolution, and
cross-functional ticket escalation. IELTS B2 certified with strong adaptability for shift-based
remote operations.

WORK EXPERIENCE

PrivatBank | Kyiv, Ukraine

Customer Service Specialist | Feb 2026 – Present

● Omnichannel Technical & Live Support: Provided fast-paced consultations and
prompt issue resolution via internal systems and live communication channels,
upholding strict quality standards.

● Ticket Escalation & Investigation: Performed initial issue diagnostics and managed
structured ticket handoffs to specialized technical/operations teams without context
loss.

● De-escalation & Empathy: Handled high-stress customer queries and complex
complaints, maintaining an empathetic attitude while effectively resolving account
and transaction issues.

● Workflow Management: Temporarily executed Deputy Branch Manager duties,
prioritizing daily tasks, organizing team schedule, and managing high-volume
operations.

E-commerce Project (Instagram Store)

Customer Support & Client Manager | 2024 – Present

● Live Chat & Email Communication: Managed end-to-end asynchronous and
real-time customer communication via direct messages, chats, and emails,
maintaining prompt response times.

● Product Literacy & Retention: Mastered deep product terms, offers, and inventory
functions to provide immediate assistance, reducing query processing times and
driving customer loyalty.

● CRM Data Integrity: Systematically updated customer records in MyDrop CRM,
tracking inquiry histories to personalize resolutions and streamline repeat
interactions.

SKILLS & COMPETENCIES

● Support Channels: Live Chat Support, Email Ticketing, Dispute Resolution,
First-Contact Resolution (FCR), Client Onboarding.

● Technical Literacy & Tools: CRM Systems (MyDrop), Internal Banking Databases,
Asynchronous Communication Apps, Data Entry & Typing.

● Operational Strengths: Multitasking under pressure, Escalation Management,
Product Terms Mastery, Shift Adaptability.

EDUCATION & CERTIFICATIONS

● National University of Kyiv-Mohyla Academy
Bachelor’s Degree in Management (073) | 2022 – 2026

● IELTS Certificate
Certified English Proficiency: B2 Level (Upper-Intermediate)