Ирина

Iryna Dovholutska
Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY
Customer Support & Customer Success Specialist with 6+ years of experience delivering
exceptional customer experiences for global technology, SaaS, telecommunications, and
e-commerce companies. Proven expertise in customer retention, conflict resolution, sales support,
team leadership, and process improvement. Successfully managed high-volume customer
interactions while maintaining excellent service quality and customer satisfaction. Experienced in
CRM systems, live chat, email support, ticket management, onboarding, and employee training.
Advanced English speaker with strong communication, problem-solving, and relationship-building
skills.

PROFESSIONAL EXPERIENCE

Customer Service Agent | Vinted
June 2023 – Present (2026)
• Delivered high-quality customer support through email and live chat for a global marketplace
platform.
• Investigated and resolved complex customer issues while maintaining high customer satisfaction
levels.
• Collaborated with Product, Technical Support, and Trust & Safety teams to ensure fast and
accurate issue resolution.
• Managed multiple customer cases simultaneously in a fast-paced environment while consistently
meeting KPIs and quality standards.
• Contributed to customer retention by providing professional, empathetic, and solution-oriented
support.

Customer Service Agent | Nextiva
December 2022 – June 2023
• Assisted customers with billing, account management, technical inquiries, and service-related
issues.
• Maintained excellent customer satisfaction through efficient problem-solving and personalized
support.
• Identified customer needs and recommended suitable products and services, contributing to
revenue growth.
• Conducted follow-up communications to ensure issue resolution and strengthen customer
relationships.
• Maintained accurate customer records using CRM systems.

Customer Support Representative | Rakuten Viber
March 2020 – October 2022
• Provided support to international customers through email and live chat channels.
• Investigated technical and account-related issues and ensured timely resolution.
• Worked closely with cross-functional teams to improve customer experience and support
processes.
• Managed customer interactions through CRM systems, ensuring accurate documentation and
follow-up.
• Consistently demonstrated strong communication and customer-focused problem-solving skills.

Sales Representative / Team Lead | Astral Group
January 2018 – March 2020
• Led and supervised a team of 15 sales representatives.
• Recruited, trained, onboarded, and mentored new employees.
• Monitored team performance and implemented strategies to improve sales results.
• Reduced chargeback risks through proactive account monitoring and customer communication.
• Fostered a positive team environment while ensuring achievement of company targets.

EDUCATION
Kyiv National Linguistic University (2011–2014)

Additional Education
• Berkeley – English Language Studies
• Udacity – Computer Science
• Udemy – Psychology of the Client
• Udemy – Sales
• Udemy – Customer Support
• Udemy – Life Coaching

CORE SKILLS
• Advanced English
• Customer Support
• Customer Success
• CRM Systems
• JIRA
• Live Chat & Email Support
• Conflict Resolution
• Team Leadership
• Employee Training
• Sales & Upselling
• Customer Retention
• Problem Solving
• Communication Skills

HOBBIES & INTERESTS
• Cooking and culinary arts
• Participant of MasterChef Ukraine
• Reading and personal development
• Fitness and healthy lifestyle
• Photography
• Travel and cultural exploration