Daniel

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Resume from January 18 2026
Daniel, Jacob Akogwu
Customer support representative
Considering positions:Customer support representative, Фахівець з маркетингу, Customer service manager, Менеджер чата, Team-lead of customer support.
Age:25 years
City of residence:Kyiv
Ready to work:Remote
Contact information
Phone number:[відкрити контакти](див. вище в блоці «контактна інформація»)
Email address:[відкрити контакти](див. вище в блоці «контактна інформація»)
Telegram: @DanielJakes
Preferred contact methods
Daniel prefers to be contacted via Telegram, email, and offers on Work.ua.
Work experience
Team Lead Customer Support Operations
E-commerce Beauty Brand (Remote)
Feb 2025 – Dec 2025
• Led and scaled a remote customer support team providing chat, email, phone, and social media support for a fast-growing beauty e-commerce brand.
• Designed support workflows, escalation paths, and QA standards to ensure consistent service quality.
• Managed daily operations including shift planning, ticket queues, performance reviews, and SLA compliance.
• Partnered with marketing and logistics teams to resolve order issues, refunds, delivery delays, and product concerns.
• Improved CSAT and repeat purchase rates through proactive customer engagement and process optimization.
• Built internal knowledge bases and response templates, reducing average handling time and onboarding for new employees.
Sales & Support Manager
Instagram-Based Beauty & Lifestyle Store (Remote)
Jan 2023 – Nov 2024
• Managed customer service operations for a social-commerce business selling skincare beauty and lifestyle products via Instagram and WhatsApp.
• Combined sales and support, handling product inquiries, order placement, upselling, complaint resolution, and post-purchase follow-ups.
• Responded to high volumes of DMs, chats, and emails while maintaining fast response times and conversion rates.
• Tracked orders, handled returns/refunds, and coordinated with fulfillment partners.
• Analyzed customer feedback and buying behavior to support marketing and pricing decisions.
Customer Support Representative
Digital Banking & Financial Services Company (Remote)
Jan 2021 – Dec 2022
• Provided frontline customer support for a fintech/banking platform via chat, email, and phone.
• Assisted customers with account issues, transactions, verification processes, and general platform usage.
• Resolved complaints professionally while adhering to financial compliance and data privacy standards.
• Logged all interactions accurately in CRM systems and escalated complex issues when required.
• Maintained high accuracy, professionalism, and customer satisfaction in a regulated environment.
Customer Support Representative
Online Health Services Platform (Remote)
Feb 2020 – Dec 2020
• Supported users of a digital health platform by handling inquiries related to services, appointments, and general health information.
• Communicated clearly and empathetically with customers via chat and email.
• Ensured accurate documentation and compliance with internal policies.
• Contributed to knowledge base updates to improve consistency and response quality.
Education
State Biotechnological University, Kharkiv
Faculty of Biotechnology and Biotechnics, Харків
Higher, from 2015 to 2020 (5 years)
Additional education and certificates
• Certificate in Customer Experience Management (2022)
• Advanced Customer Support & Service Excellence
• CRM & Ticketing Systems (Zendesk, Freshdesk, Intercom)
• Sales Communication & Conversion Optimization
• Conflict Resolution & De-escalation Techniques
• Remote Team Collaboration & Productivity
• Customer Retention & Loyalty Strategies
• Fundamentals of E-commerce Operations
• AI Tools for Customer Support & Productivity
Knowledge and skills
Customer Support, Customer Experience (CX), Google Workspace, Ms Office, Slack, ChatGPT, Multichannel Support (Chat, Email, Phone), Live Chat & Email Support, CRM & Ticketing Systems (Zendesk, Freshdesk, Intercom), Issue Resolution & Escalation Management, SLA Compliance, Customer Retention, Sales & Upselling Support, E-commerce Support, Quality Assurance (QA), Reporting & Documentation, Process Improvement, Team Collaboration, Time Management, Problem-Solving, Attention to Detail, Strong Written & Verbal Communication, Customer Empathy, Remote Work Discipline, Adaptability, Accountability and Ownership, and Policy Enforcement.
Language proficiencies
• English ─ advanced
• Ukrainian ─ beginner
Additional Information
I am a result-driven customer support professional with hands-on experience across e-commerce, finance, healthcare, and social commerce environments. I bring a strong balance of empathy, structure, and accountability to every role I work in.

My background in both support and sales allows me to understand customer needs deeply, and take ownership of customer outcomes. I am seeking an opportunity where I can help scale support operations, improve customer experience, and deliver measurable impact.

I would love the opportunity to discuss how my skills and experience can support your company goals. Feel free to reach me via email or telegram.