Ярослав

YAROSLAV
MISHCHENA
SENIOR CUSTOMER SUPPORT

PROF I L E
Customer support specialist with over 7 years of successfully working
experience in counseling and solving requests.
I'm a focused professional with strong experience in customer service
(in foreign and native languages) and the proven ability to assist
customers with the well-informed selection of suitable products and EDUCAT I ON
services.
Sep 2016 - Jun 2020
Bachelor
WORK EXPERI ENCE Kyiv national linguistic university,
Kyiv
Dec 2021 - Apr 2022
InCust, Kremenets (remotely) S KI L L S
Customer specialist, content creator, QA Tester
Customer support & client
Assisting customers
Presentation of the platform for the customers communication
Creating videos ( + video script writing) Client consultation and issue
Writing articles resolution
Translating
Handling inquiries and
QA testing
customer requests
May 2022 – May 2026
Conflict resolution and
DiJust Development, Kremenets (remotely)
complaint handling
Senior Customer Support specialist
Problem-solving and objection
Delivered customer support via chat, email, and phone, assisting
handling
with account management and casino service-related inquiries
Teamwork and collaboration
Resolved customer issues and handled retention by offering
effective, personalized solutions Stress resistance and resilience
Maintained high customer satisfaction and managed complex Adaptability and flexibility
or escalated cases Fast learning ability
Mentored and supported team members, assisting with daily
Attention to detail
tasks and challenging cases
Time management
Contributed to improving team performance and overall service
quality
May 2026 – August 2026 L ANGUAGES
SoftSich, Kremenets (remotely)
Pre-VIP Account Manager English (Upper-Intermediate)
Polish (Upper-Intermediate)
Managed customer communication via outbound calls and
email within the online casino industry
Made 90–150 outbound calls per shift, proactively contacting [відкрити контакти](див. вище в блоці «контактна інформація»)
customers and maintaining regular communication
[відкрити контакти](див. вище в блоці «контактна інформація»)
Promoted personalized bonuses, special offers, and promotional
campaigns to customers based on their activity and interests Yu. Slovatskoho Street 24/1
Built and maintained positive customer relationships through
Kremenets, 47003, Ukraine
personalized communication and attentive service
Assisted customers with account-related and promotional 01-01-1999
inquiries, providing timely and accurate information