Horoshko

Liudmyla Horoshko
Customer Support Specialist | CRM | Customer Success

Lviv, Ukraine
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Liudmyla Horoshko
Motivated and accomplished Customer Support and Account Management professional with 6+ years of experience in international customer service. Experienced in handling high-volume customer requests, resolving complex issues, maintaining customer satisfaction, and providing professional support through different communication channels.
Skilled in CRM systems, customer data management, ticket processing, payment-related inquiries, refund handling, account support, and maintaining accurate customer records. Strong ability to analyze customer needs, find effective solutions, de-escalate challenging situations, and build positive long-term relationships with clients.
Previous experience in international sales and account management provides a strong understanding of customer behavior, business processes, and client retention strategies.

KEY SKILLS
• Customer Support & Customer Success
• CRM Systems Management
• Ticketing Systems & Customer Requests Processing
• Refund Processing & Payment Support
• Customer Account Management
• Complaint Resolution & Conflict Management
• Client Retention Strategies
• Email, Chat & Online Support
• Customer Relationship Building
• Data Accuracy & Documentation
• Sales Support & Account Management
• Problem Solving
• Multitasking in High-Volume Environments
• Communication with International Clients
• Team Collaboration & Independent Work

PROFESSIONAL EXPERIENCE
WOW 24/7 - Ukraine
Customer Support Specialist
2021 – 2026
• Provided professional customer support for international clients through online communication channels.
• Managed a high volume of customer inquiries while maintaining excellent service quality.
• Assisted customers with account-related questions, technical issues, payments, and general requests.
• Worked with CRM systems to update customer information, track interactions, and maintain accurate records.
• Processed and managed refund requests according to company policies and customer needs.
• Investigated customer cases, identified problems, and provided effective solutions.
• Handled customer complaints professionally and used conflict-resolution skills to improve customer satisfaction.
• Followed customer journeys and supported retention by providing personalized assistance.
• Collaborated with internal teams to solve complex cases and improve customer experience.
• Maintained high attention to detail while working with confidential customer information.

WooxDenim Textile Company - Turkey
Senior International Sales Manager
2016 – 2018
• Managed international client relationships and sales processes.
• Communicated with European customers and handled business inquiries.
• Negotiated agreements and supported customers throughout the sales cycle.
• Managed orders, deliveries, and customer expectations.
• Trained junior sales managers and supported team development.

H&M Textile Company - Sweden
Junior International Sales Manager
2016
• Supported international sales operations and customer communication.
• Assisted distributors and clients with product-related questions.
• Supported senior sales managers with customer coordination and reporting.

American Call Center of Psychological Help - Ukraine
Psychologist Assistant / Junior Speaker
2015
• Provided emotional support and professional communication with clients.
• Developed strong listening, empathy, and problem-solving skills.

EDUCATION

Ivan Franko National University of Lviv
2015-2019
Diploma in Journalism
Lviv Polytechnic National University
2012-2016
Diploma in Psychology

CRM & CUSTOMER SUPPORT EXPERIENCE
• Daily experience working with CRM platforms and customer databases.
• Managing customer profiles, requests, and communication history.
• Tracking customer issues from initial contact to final resolution.
• Processing refunds, cancellations, and payment-related requests.
• Ensuring customers receive clear, professional, and timely responses.
• Maintaining customer satisfaction through empathy and solution-oriented communication.

PROFESSIONAL STRENGTHS
• Customer-focused mindset
• Strong communication skills
• High emotional intelligence
• Ability to work under pressure
• Fast learning ability
• Attention to detail
• Responsibility and reliability
• Ability to work independently and as part of an international team