Sofiia

Sofiia Bukshovana
Poland | Remote
Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)

SUMMARY

Senior CX Specialist with 8+ years of experience in managing customer interactions, optimising
workflows, and training new hires. Skilled in improving satisfaction scores (Trustpilot 3.0 to 3.9)
and enhancing customer experience across different channels. Experienced in AI-assisted
support. Fluent in Ukrainian, English and Polish.
PROFESSIONAL EXPERIENCE

Senior Social Media Support Specialist/Shift Manager

G2A | Remote | Jul 2024 – Dec 2025
• Managed high-volume social media support (80+ customer interactions daily) across digital
platforms (Instagram, Facebook, X, Reddit) while maintaining a high response rate (Trustpilot
responses within 24h; social media responses within 1h during business hours).

• Reviewed and moderated user-generated content across digital platforms, ensuring
compliance with community guidelines and legal standards.
• Identified and provided in-depth verification of recurring issues to improve the company's score
on Trustpilot (from 3.0 to 3.9 stars) and other channels of communication.

• Assisted in chatbot training for Facebook and Instagram messaging platforms.

• Organised and managed team schedules, coordinating shifts to meet SLA standards.

• Documented issues and updated knowledge base content using Jira/Confluence.

• Collaborated closely with Marketing, Fraud Prevention and Tech teams to address customers’
issues.

Social Media Support Specialist

G2A | Rzeszow, PL/Remote | Jul 2017 – Jun 2024
• Supported customers via social media and ticketing tools, maintaining response-time targets
and quality metrics in a high-volume environment.
• Resolved account, payment, and transaction-related inquiries, escalating sensitive cases when
needed.
• Consistently met SLA targets and internal QA benchmarks while multitasking across channels
and priorities.
Help-Desk Specialist

G2A | Rzeszow, Poland | May 2016 – Jul 2017
• Diagnosed and resolved technical and account-related issues within agreed resolution
timeframes.
• Logged, tracked, and updated cases in internal systems, ensuring clear handoffs and accurate
status updates.
• Maintained accurate data entry and case documentation to support reporting and knowledge
sharing.
Translator

Siegma-Consult | Rzeszow, Poland | Jan 2015 – Jul 2015
• Translated business documentation and internal materials (Polish/English).
• Edited and proofread texts for clarity and accuracy.
• Ensured terminology consistency and language quality.
SKILLS
• Scheduling and shift coordination.

• Content moderation.

• Live chat and ticket-based support.

• SLA compliance and CSAT performance monitoring.

• Strong multitasking and time management abilities.

• Empathetic and effective communication.

• Documentation and process improvement.

• Chatbot training.
Technical and tools: Magento, CRM, ManyChat, ChatGPT, Gemini, Copilot, Confluence, Jira,
Canva, Emplifi, Brand24, Hootsuite, Excel.
EDUCATION
Bachelor’s Degree in Business English, University of Information Technology and Management

Rzeszow, Poland | 2012 – 2015
LANGUAGES
Ukrainian (C2) | English (C1) | Polish (C1)