Анастасия

ANASTASIIA PIDHURNA

About Me
I am a quick learner who adapts easily to new environments and
challenges. I stay resilient under pressure and effectively manage
multiple tasks without compromising quality. With strong, clear, and
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constructive communication skills, I consistently contribute to improving
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support processes and enhancing overall customer satisfaction.

Kyiv WORK EXPERIENCE
Jul 2024 - Jan 2025
@gurtya
iGaming company/NDA

CUSTOMER SUPPORT REPRESENTATIVE
EDUCATION
Communicating with customers via live chat and email (live chats handled
through Live Chat, tickets managed in Help Desk).
Bachelor's degree Resolving customer queries efficiently and ensuring high satisfaction levels.
Kyiv University of Culture, Kyiv Managing internal tasks and coordination through Slack.
Sept 2019 - Jul 2023 Consistently maintaining a KPI of 90%+ and ranking among top performers
on the team leaderboard.

SKILLS Jan 2025 - Mar 2026
Customer communication IiGaming company/NDA

(LiveChat,Email) QA|QC manager support
Conducted quality control of LiveChat and HelpDesk requests to ensure
CRM systems
compliance with company standards.
Attention to detail Identified and documented errors in tracking systems, escalating issues to

Conflictre solution management when necessary.
Prepared detailed feedback reports based on quality assessments.
Knowledge of iGaming
Led onboarding and training for new support agents, guiding them through all
products workflow stages from basic cases to complex scenarios, ensuring clear
understanding of request-handling logic and quality expectations.
Feedback & Coaching
Held regular one-to-one and team meetings focused on systematic errors,
Workflow Optimization updates, and performance improvement.
Assisted in resolving complex customer cases and supported the team in
LANGUAGE achieving stable, high KPIs.
Key Achievements:
Maintained a personal KPI of no less than 90%.
English - B1
Supported agents whose KPIs consistently remained at a high level.
Ukrainian - Native Several support managers under my supervision regularly ranked among top
performers on the team leaderboard.
Russian - Native