Давід

ZHUCHENKO DAVID
Customer Support Specialist

• E-mail: [відкрити контакти](див. вище в блоці «контактна інформація»)
• Phone/Telegram: [відкрити контакти](див. вище в блоці «контактна інформація»)

SUMMARY

Customer Support Specialist with over 1 year of hands-on experience in customer-
facing roles at a leading logistics and delivery company. Experienced in assisting clients
via phone, written channels, and in person. Skilled in handling complex inquiries,
performing payment and transaction checks, and effectively resolving conflict
situations such as lost packages, damaged goods, or failed payments.

Proficient in working with specialized software (KIS, AVIS) and internal databases, with
a strong ability to quickly adapt to new software tools and systems.

• Strong communication and conflict resolution skills
• Experience with financial/banking operations and transactions
• High stress resistance and emotional intelligence
• Quick learner with attention to detail and a problem-solving mindset

Skills

Core Support & Communication:

• Omnichannel Support: Providing high-quality customer assistance via phone,
written correspondence (chat/email), and face-to-face interactions.
• Conflict Resolution: Successfully de-escalating stressful situations, managing
customer complaints, and finding effective solutions for complex cases under
pressure.
• Customer Satisfaction: Ensuring clear, empathetic communication to build
trust, resolve issues promptly, and maintain high service standards.

Logistics & Financial Operations:

• Order & Claim Management: Investigating lost or delayed packages, tracking
shipments, and processing claims for damaged goods.
• Payment & Banking Operations: Handling financial transactions,
troubleshooting failed payments, refunds, and ensuring accurate processing of
customer funds.
 • Process Compliance: Following strict internal protocols for delivery tracking,
financial reporting, and issue escalation.

Tech Stack & Workflow Tools:

• Specialized Systems: Proficient in KIS and AVIS (logistics and enterprise
management software).
• CRM & Database Management: Navigating internal databases, tracking
interaction history, and updating customer profiles accurately.
• Software Adaptability: Quick learner with a proven ability to independently
master new internal operational systems, CRMs, and workflow tools.

Education

Bachelor of Automation and computer-integrated technologies

Western Ukrainian National University, Ternopil | 2024 – Present

(Expected June 2028)

Experience

Nova Poshta

Postal Service Operator

Jun 2025 – Aug 2026 (1 year 2 months)

Provided comprehensive customer support and operational service across multiple
channels, including in-person interactions, phone calls, and written correspondence.
Handled complex inquiries regarding delivery statuses, lost or delayed packages,
damaged shipments, and financial transactions. Managed daily banking operations,
processed payments, and resolved payment errors.

Utilized specialized software systems (KIS, AVIS) and internal databases to manage
customer accounts, track shipment histories, register claims, and escalate complex
cases to appropriate departments while adhering to strict corporate service standards.