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ORYSIA VARYVODA
Customer Support, Customer Relations & Claims Specialist
Lviv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
English (B2/C1) • Polish (B2/C1) • Ukrainian (Native)

PROFESSIONAL SUMMARY

Customer Support, Customer Relations & Claims Specialist with 1+ year of experience supporting international customers across email, phone
and back-office channels. Experienced in customer support, complaint handling, customer relations and claims management from initial
assessment through final resolution. Skilled in case investigation, documentation review, refund and reimbursement processing, evidence-based
decision making and cross-functional collaboration. Recognised for empathetic communication, analytical thinking and consistently meeting
quality, KPI and SLA standards in high-volume environments.

CORE COMPETENCIES

Customer Support Customer Relations Complaint Resolution Email Support Ticket Support

Refunds & Microsoft Office / Google
Case Investigation Reimbursements Conflict Resolution Cross-functional Workspace
Collaboration
Customer care, Customer
Complaint Resolution Written Communication SLA & KPI Compliance Documentation Review assessment

PROFESSIONAL EXPERIENCE

Simply Contact | Wizz Air Project 2025–Present (until 31.07.2026)
Customer Support, Customer Relations & Claims Specialist
●Provided professional customer support mainly through email channel in English, adapting communication to customer needs and service
context.
●Managed enquiries and complaints from initial review through final resolution, maintaining a clear, empathetic and solution-oriented
customer experience.
●Processed over 900 customer cases monthly while maintaining high accuracy and SLA compliance.
●Investigated complex cases by reviewing account and booking information, operational records and supporting documents before
determining the appropriate outcome.
●Processed refund, reimbursement and service-related requests accurately in line with internal procedures and company policies.
●Explained policies, procedures, decisions and available options in clear, customer-friendly language, including during sensitive or escalated
interactions.
●Collaborated with Customer Relations, Official Claims, Call Centre, Back Office and operational teams to resolve issues efficiently and ensure
consistent communication.
●Handled high-volume workflows while meeting quality requirements, productivity expectations and SLA targets with strong attention to
detail.
●Maintained accurate case records and worked responsibly with confidential customer information across CRM, internal platforms and
productivity tools.

Customer-focused • Analytical • Reliable

FUNCTIONAL SCOPE

Customer Relations Official Claims Back Office
Written complaints, customer Case assessment, documentation review and Case verification, categorisation, routing and
correspondence and complex issue evidence-based written decisions. record accuracy.
resolution.

EDUCATION

Higher Technical School (HTS), Kraków, Poland Infoshare Academy, Poland
Internet Technologies & Computer Systems Administration | 2021–2026 UX/UI Design | 2023

Customer-focused • Analytical • Reliable