Людмила

MILA KOZORIZ
CUSTOMER SUPPORT • TEAM LEAD • OPERATIONS
Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | Telegram / Viber | Skype: luda.1990_1

PROFESSIONAL SUMMARY
Customer Support and Operations professional with 10+ years of experience across online services, e-commerce, logistics and
customer-facing operations, including 4+ years leading a remote support team. Experienced in support operations, payment-
related workflows, escalations, complaints, recruitment, onboarding, scheduling, quality control, reporting and process
documentation. Strong analytical and communication skills, advanced English, and a hands-on approach to solving
operational problems.

CORE COMPETENCIES
Customer Support Operations Payment & Transaction Support Reporting & Data Analysis
Team Leadership & QA Recruitment & Onboarding Process Improvement
Escalation Management Training & Documentation E-commerce & Logistics

PROFESSIONAL EXPERIENCE
Customer Service Head Manager / Customer Service Representative | Dec 2021 – Jul 2026
Media Mart Limited • Online platform • Remote
• Led day-to-day operations of a remote customer support team, monitoring response quality, efficiency and compliance with
internal procedures.
• Handled complex customer requests across chat and email, including escalations, VIP-related cases and regulator-facing
complaints.
• Supervised payment-related workflows: deposits and withdrawals, transaction verification, payment-system requests,
status reconciliation and issue resolution.
• Monitored support interactions and reviewed the accuracy and quality of responses across chats and email.
• Prepared daily operational reports and highlighted key complaints, recurring issues and operational risks.
• Created team schedules and vacation plans; coordinated staffing to maintain service coverage.
• Recruited support agents, conducted interviews, supported onboarding and monitored employees during probation.
• Developed training materials, internal manuals and onboarding guidance for support agents.
• Configured and maintained support tools, mail services and connected work applications; supported implementation of
operational workflows.
• Coordinated communication with payment systems and relayed service failures, changes and operational notifications to
the support team.
Customer Support Agent | Sep 2018 – Oct 2021
Crafts and Pets • E-commerce • Amazon / Walmart / eBay • Remote
• Handled customer requests via Telegram, messengers and email, resolving issues and coordinating follow-up actions.
• Processed withdrawal-related requests and maintained communication between warehouse teams and couriers.
• Performed research, prepared reports and handled additional operational tasks as required.
HR Specialist / Call Center Agent | Jun 2018 – Jun 2021
Best Shop USA Inc. • Logistics • Remote
• Recruited candidates, screened applications and CVs, contacted applicants and conducted interviews.
• Investigated and resolved employee questions and workplace concerns.
• As a call center agent, handled incoming calls, customer and courier communication, email routing, complaints and daily
reporting.
Sales Department Manager / Call Center Agent | Mar 2015 – Jun 2018
Kensun Ltd., Brooklyn, New York • Online automotive parts retail

Mila Kozoriz • Customer Support / Team Lead / Operations

• Managed complex customer cases and resolved escalations while maintaining a high service standard.
• Oversaw orders from placement through shipping, refunds and financial-related customer issues.
• Worked with resellers and managed their orders and requests.
• Maintained inventory information and product data across the company website and Amazon.
• Processed invoices and prepared daily, weekly and monthly reports.
English Teacher | Apr 2015 – Feb 2019
Private Tutoring • Education
• Provided English-language instruction and worked with children of different ages and learning needs.
Shop Assistant | May 2010 – Oct 2014
Eco-lavka, Kyiv • Retail
• Assisted customers with product selection, processed cash and card payments and handled refunds.
• Received and stored deliveries, maintained stock and price tags, and prepared daily and weekly reports.
• Supported store security and monitored transactions for potential fraud.

EDUCATION & LANGUAGES
Education: Teacher of English Language and Literature
English: Advanced

TECHNICAL & PROFESSIONAL SKILLS
• Advanced PC user; confident with digital support and communication tools.
• Analytical thinking, data analysis and data mining.
• Social media and online communication experience.
• Team leadership, multitasking, conflict resolution and escalation handling.
• Attention to detail, deadline management, productivity and process discipline.
• Training, coaching, documentation and knowledge-base development.

Mila Kozoriz • Customer Support / Team Lead / Operations