Юлія

YULIIA ALEKSYN
QUALITY ASSURANCE SPECIALIST | QUALITY ANALYST
[відкрити контакти](див. вище в блоці «контактна інформація») • Trossingen, Germany • [відкрити контакти](див. вище в блоці «контактна інформація»)

QA EXPERTISE PROFESSIONAL PROFILE
Quality Assurance & Monitoring Quality Assurance professional with 2+ years of experience auditing customer-facing teams
across Customer Support, Retention, Sales and Social Media. 4+ years of hands-on
Customer Support QA
Customer Retention Support experience provides a strong understanding of customer
journeys, service standards, communication, negotiation and de-escalation. Experienced in
Retention Support QA
evaluating chats, calls and tickets, identifying quality gaps, documenting findings and
delivering actionable feedback.
Sales QA
PROFESSIONAL EXPERIENCE
Social Media QA
Avanquest Software
Chat & Ticket Auditing
Quality Assurance Specialist — Customer Support Summer 2024 – 2026
Call Evaluation • Performed QA evaluations of Customer Support, Retention, Sales and Social Media agents
across multiple channels.
Customer Experience • Evaluated chats, phone calls and support tickets against internal quality standards,
procedures and service expectations.
Quality Scoring • Used Zoho and EdgeTier as part of the QA evaluation workflow to review, score and
document agent interactions.
Performance Feedback
• Evaluated communication, customer handling, issue resolution, process adherence and
overall interaction quality.
Process Compliance
• Identified recurring quality gaps, documented findings and provided actionable feedback to
Issue Identification improve agent performance.
• Reviewed interaction trends across teams and channels to identify risks and opportunities for
Zendesk process improvement.
• Worked with Zendesk, customer data and support systems when reviewing and documenting
Zoho customer interactions.

EdgeTier Avanquest Software
Customer Retention Support Specialist 2020 – Summer 2024
Customer Databases
• Handled customer retention cases for international customers, focusing on satisfaction and
Microsoft Office preventing cancellations.
• Achieved a 70–75% customer retention rate by assessing customer needs and applying
Reporting & Documentation negotiation and problem-solving skills.
• Resolved billing, refund and account-related inquiries while maintaining service standards.
• Processed messages, chats and tickets efficiently: approximately 230 seconds per ticket and
LANGUAGES
500–600 seconds per chat on average.
English — C1 • Used empathy, negotiation and objection handling to resolve difficult customer cases
effectively.
Ukrainian — Native
• Worked with customer databases and Zendesk while following company procedures and
Russian — Native
service standards.
French — B2
German — A1 ADDITIONAL EXPERIENCE
EDUCATION English Tutor 2018 – 2024
Private English lessons and teaching for children aged 3–6. Developed strong communication,
2020–2022 Master’s Degree patience and the ability to explain information clearly.
Kharkiv University of Humanities “People’s
Ukrainian Academy”
2016–2020 Bachelor’s Degree QA VALUE
Kharkiv University of Humanities “People’s
Ukrainian Academy” ✓ 2+ years auditing customer-facing agents
QA STRENGTHS ✓ Coverage: Support • Retention • Sales • Social Media
✓ Channels: chats • calls • tickets
Analytical mindset • attention to detail • ✓ Zoho + EdgeTier used for QA evaluations
consistent scoring • clear documentation • ✓ Quality scoring, compliance and issue identification
actionable feedback • pattern recognition
✓ Actionable feedback and performance improvement
• customer-focused quality mindset
✓ Zendesk + customer data / support systems