Serhii

Position: Customer Support Agent/Specialist
Contact Information:
Phone: [відкрити контакти](див. вище в блоці «контактна інформація») or +0951070464
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)
Telegram: @lsenshul
Telegram, Viber, WhatsApp: [відкрити контакти](див. вище в блоці «контактна інформація»)
Current location: Norway / Remotely
Personal skills summary:
• Customer Support Specialist with one and half years of experience in customer service and consulting. Skilled in omnichannel support (calls, chat, email), CRM/ticketing systems (Jira, KeepinCRM), and maintaining high SLA response times. Fast learner with a strong interest in IT products, API basics, and software troubleshooting. Eager to leverage strong communication skills and technical adaptability to deliver high CSAT in a growing tech company. Open to night shifts and remote roles.
• Diligence in performing tasks, customer oriented mindset and purpose focused, attentive to details. Responsible for the results of own decisions and activity.
• Interested to learn new skills and knowledge. Quickly mastering new areas of knowledge. Able to quickly adapt to circumstances.
• Has an ability to work as independently as in a team. Communicative and non-conflict. Active when working on assigned tasks and in a team.

Skills:
• Networking (CCNA Course in-progress): TCP/IP, OSI Model, IPv4, Subnetting, Network Troubleshooting CLI (ping, ipconfig, arp), Cisco IOS CLI;
• OS platforms: Windows;
• IT support tools: Slack, Microsoft Teams, Notion, Zoom, Google Workspace, MS Office, Jira, Zendesk, KeepinCRM, BAS;
• Web and Troubleshooting: HTML/CSS;
• Programming languages: Basic SQL.
Languages:
Ukrainian: Native
English: B2
Work Experience
April 2026 – July 2026
Customer Support Specialist — AntSchool Online
Responsibilities:
• Assisted prospective users with initial product onboarding and trial registration;
• Maintained high SLA and response rates using CRM tools;
• Gathered user feedback regarding platform usability and communicated it to internal teams.
January 2025 – March 2026
Customer Support Specialist — OrtoDent
Responsibilities:
• Provided omnichannel customer support (email, phone, messaging) resolving order issues, delivery delays, and payment errors;
• Logged and categorized user inquiries in CRM to streamline processing times;
• Collaborated with logistics and payment partners to troubleshoot system/fulfillment discrepancies.
January 2022 – December 2024
Fitness Trainer — Sport-Life
Responsibilities:
• Consulted clients on personalized programs, improving client retention and satisfaction;
• Resolved complex customer complaints and handled sensitive feedback with high empathy.
Education
2019 – June 2023
Borys Grinchenko University College “Universum”
Department: Physical Education
Field of Study: Education / Pedagogy
Specialization: Secondary Education
Qualification: Junior Specialist in Physical Education
2023 – December 2024
Borys Grinchenko Kyiv Metropolitan University (Studies discontinued due to a decision to change career direction)
Department: Sports and Fitness
Field of Study: Fitness / Pedagogy
Specialization: Fitness and Recreation
Qualification: Bachelor's Degree, Fitness Trainer