Ігор 

Ihor Deshko
Customer Support Specialist with Automation
Background

Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)
LinkedIn: [відкрити контакти](див. вище в блоці «контактна інформація»)
Upwork:
https://www.upwork.com/freelancers/~01aa1a298d32c2c1d5

Summary
Customer Support Specialist with a technical background in workflow automation
and digital systems.

Experienced in troubleshooting user issues, investigating workflow problems, and
providing clear support via chat and email communication.

Skilled in analyzing recurring issues, identifying root causes, and coordinating with
technical teams to improve workflows and support processes.

Strong understanding of automation logic, CRM systems, and digital operations,
allowing quick navigation of technical environments and efficient resolution of user-
related issues.

Core Skills
AI & Automation
• ChatGPT / OpenAI (practical usage in workflows)
• Process automation using AI tools

Workflow Automation
• Make, Zapier, n8n
• Process automation & optimization
• Event-driven workflows

Business Operations
• Troubleshooting automation workflows and resolving technical issues
• Ticket management
• Root cause analysis
• Escalating technical issues
• Identifying inefficiencies and repetitive tasks

Customer Support
• Handling user inquiries via chat and email
• Troubleshooting technical issues
• Prioritizing and handling multiple user requests
• Documenting recurring user issues and identifying problem patterns
• Escalating complex technical cases when needed
• Collaborating with technical teams to investigate workflow-related issues

Work Experience

Customer Communication Specialist
[Apr 2023 – Aug 2024]

• Communicated directly with clients and handled customer requests
• Helped users understand products, resolve issues, and handled customer
concerns
• Maintained client relationships and followed up on ongoing requests
• Developed strong communication, problem-solving, and conflict-resolution skills

Selected Projects:

1. AI Sales Assistant for E-commerce (Shopify) [View project]
• Handled real user scenarios and edge cases in communication workflows
• Built support workflow system to handle customer requests and reduce manual
support load
• Implemented request classification and routing logic
• Investigated communication bottlenecks and recurring support scenarios
• Improved support workflow handling and reduced repetitive support requests

Result:
• Reduced response time by 2-5x and removed repetitive manual handling
• Improved consistency of customer communication
• Enabled scalable support without increasing team effort
2. AI Workflow System for Online Programs (50–200+ users) [View
project]
• Analyzed operational workflows for online programs (participants,
coordinators, task flows)
• Identified repetitive communication and coordination tasks
• Implemented automated workflows to handle user interactions and internal
processes
• Coordinated workflows across CRM, chatbot, and messaging platforms
• Improved coordination between users, coordinators, and internal workflows

Result:
• Reduced manual work for teams
• Eliminated delays in communication
• Improved operational visibility and tracking

3. AI Transcription & Meeting Notes Automation [View project]
• Automated internal workflow for processing audio files
• Prepared structured outputs and summaries for easier decision-making
• Extracted key insights from meeting recordings
• Integrated outputs into CRM systems

Result:
• Saved time on manual documentation
• Improved accessibility of insights for teams
• Reduced repetitive work

4. AI Email Automation System [View project]
• Analyzed email handling process and response bottlenecks
• Built AI-based system for automated reply generation
• Integrated AI into daily communication workflow
• Automated CRM data capture
• Improved response speed and reduced manual handling of customer emails

Result:
• Reduced manual email handling
• Faster response time
• Improved team efficiency
Education

1. MASC Online School — Advanced AI & Automation
[Nov 2024 - Mar 2025]

• Hands-on experience in creating AI solutions and automations

2. Make Foundation, Basics, Intermediate – Make Academy
[Jan 2025, Mar 2025, May 2025]

• Building automations in Make (Integromat): scripts, triggers, data processing logic
• Designing multi-step workflows and processing edge cases

3. Google — AI Essentials
[Sep 2025]

• Practical use of AI for workflow automation and data tasks

Languages
English — Upper-Intermediate (B2+)
Ukrainian — Native