Daniel

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Resume from February 3rd 2026​

Daniel, Jacob Akogwu
Customer Support Manager
Considering positions:​ Customer support representative, Фахівець з
маркетингу, Customer service manager, Менеджер чата, Team-lead of
customer support, Customer Support Specialist.
Age:​ 25 years
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 experiences
Team Lead Customer Support Operations

E-commerce Beauty Brand (Remote)​
February 2025 – January 2026
●​ 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
NYX Cosmetics (Instagram-Based Beauty & Lifestyle Store) Remote​
January 2023 – January 2025
●​ 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
Monobank (Digital Banking & Financial Services Company) - Remote​
January 2021 – December 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
Farmak (Online Health Services) - Remote​
February 2020 – December 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.