Valeriia

ABOUT ME

Customer Support Team Lead with over a year of experience in customer support, including mentoring new
team members, organizing workflows, and maintaining internal knowledge base documentation. Skilled in
handling complex customer inquiries related to subscriptions, payments, and account issues while ensuring a
high level of customer satisfaction.

Strong communicator with a problem-solving mindset and the ability to manage multiple tasks in a fast-paced
environment. Experienced in improving support processes, collaborating with technical teams, and ensuring
clear and efficient internal and external communication.

Focused on building efficient support systems, supporting team growth, and delivering high-quality customer
experience.

T EC H N IC A L SK IL L S

- Ticketing systems: Zendesk, Intercom
- Knowledge Base Management: Confluence (creating, structuring, and maintaining
internal documentation)
- English B2
- Technical Troubleshooting: Identifying bugs, reproducing issues, and
communicating with development teams

KOTELNYKOVA
Web Technologies (basic understanding): React, Next.js, TypeScript, REST APIs
Data Handling: Work with databases and admin panels
Process Management: Workflow optimization, onboarding and training support
agents

VALERIIA W O R K IN G EX P ER IEN C E

MATHS TEACHER
“Antischool” | August 2023 - August 2024

CUSTOMER SUPPORT REPRESENTATIVE
CUSTOMER SUPPORT
“Uniwell” | August 2024 - March 2025
REPRESENTATIVE
Responding to customer inquiries regarding subscriptions,payments,and
refunds Explaining product features and usage options
Handling complaints and providing solutions
C O N T A C T S: Communicating with customers in multiple language

[відкрити контакти](див. вище в блоці «контактна інформація») CUSTOMER SUPPORT TEAM LEAD
https://t.me/vkotelnykova “The Comity” | March 2025 - March 2026
[відкрити контакти](див. вище в блоці «контактна інформація») Investigating user issues and collaborating with technical teams to
[відкрити контакти](див. вище в блоці «контактна інформація») ensure accurate solutions
Training and onboarding new team members
Organizing and coordinating team workflows to improve efficiency
Creating and maintaining process documentation in Confluence

A C A D EM IC H IST O R Y

ODESA POLYTECHNIC NATIONAL UNIVERSITY | 2022
-2026

Bachelor of Science in Computer Engineering