Ярослав

Yaroslav Sheremet

Contacts:
Tel: [відкрити контакти](див. вище в блоці «контактна інформація»)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)
Telegram: samael_el

Soft skills
● Stress-resistance
● Multitasking
● Problem-solving
● Teamwork
● Conflict Resolution
Expected positions
● Emotional Intelligence
Customer Support
Technical Skills Representative

● Zendesk, Live Chat, Live Agent
Logistic Operator
● JIRA, Confluence, Clickup
● Softswiss Back Office, PaymentIQ KYC Analyst
● Notion, PeopleForce, Slack, Customer.io
Quality Control
● SumSub (KYC/AML)
Web Designer

Job experience: Languages
3,5 years experience of Customer Support Representative Ukrainian - Native
Russian - Native
Customer Support Representative: 2025-2026 April-August English - C1 -
Digital Dynamics Company Advanced

Education
● Provided customer support to clients from Germany, Canada,
New Zealand, Australia and Slovenia, ensuring friendly and
State University of
professional communication in both chat and email. Infrastructure and
● Handled an average of 15–20 chat interactions per shift using Technologies
Zendesk, delivering prompt and effective solutions to MA in Management of
customer inquiries. Organizations and
Administration
● Created, tracked, and resolved tickets in JIRA, demonstrating
September 2018 –
strong organizational and problem-solving skills.
December 2021
● Processed customer payouts and performed client

verification in line with company policies and industry
standards.
 Basic knowledge

Customer Support Representative: 2024-2025 December-March Figma

(4 months) Gambling service (NDA) HTML5
CSS3
● Maintained good communication with players across Europe, Front-end layout

Australia, and Canada.
● Handled multiple chats simultaneously. (4-5 chats at a time up
to 70 chats per shift)
● Learned to use Softswiss and Zendesk properly.
● Enhanced my knowledge on how to communicate with angry
and frustrated clients, learned how to overcome objections
properly
● Pushed myself to study the psychology in order to improve my
performance

Customer support representative: 2024 May-December (8 months)
Gambling service (NDA)

● Managed European, New Zealand, Canadian customer
inquiries via Live Agent along with custom CRM tools
● Learned how to reach friendly and target communication
with the VIP clients throughout chat providing empathetic
assistance and excellent impression
● Got involved in assisting clients through the email
● Achieved recognition from a TL for an outstanding customer
communication experience
● Gained basic knowledge of monitoring transactions

Customer Support Representative: 2023-2024 December-May (6
months)
Gambling service (NDA)

● Provided live chat support for Indian customers, handling
multiple inquiries at once. (100 chats per shift)
● Achieved top KPI scores in Quality Control.
● Enhance chat satisfaction rate to over 80%
● Deeply involved in helping with different tasks from TL





Customer support representative: 2023 July-December (6 months)
Gambling Service (NDA)

● Assisted UK casino customers via live chat, calls, and emails.
● Handled multiple requests simultaneously 5-6 chats on the
night shift (overall 50-70 chats)
● Gained basic knowledge in verification and payment
procedures
● Achieved good expectations over the performance review
● Provided objective communication to clients in order to
retain their activity in interest to the casino