Ернест

ERNEST IVANOV
Cherkasy, Ukraine
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PROFESSIONAL SUMMARY

Results-driven Customer Support & Technical Support Specialist with hands-on experience
in FinTech, Payment Systems, and E-Commerce. Experienced in resolving non-standard
user issues, managing ticket escalations, and maintaining high SLA/CSAT standards across
chat, email, and phone channels, hardware/software troubleshooting. Experienced in
supporting global brands such as Mastercard, METRO, and IKEA while strictly adhering to
SLA and CSAT metrics. Native Ukrainian/Russian, fluent in English (B2+
Upper-Intermediate).

CORE COMPETENCIES & SKILLS

● Customer & Tech Support: Technical Helpdesk (1st Line), Multi-channel Support
(Phone, Email, Chat), Incident Management & Escalation, SLA & CSAT Compliance,
First Contact Resolution (FCR).
● Systems & Software: CRM Systems, Google Workspace Administration, MS Office,
Ticketing Software, VoIP Systems, Basic Network Troubleshooting (DNS, VPN,
Connectivity).
● Domain Knowledge: FinTech & Payment Systems, Loyalty Programs, E-Commerce,
Product Recovery & Logistics.
● Languages: English (B2+ Upper-Intermediate / Spoken & Written), Ukrainian
(Native), Russian (Native), Polish (Basic), Romanian (Basic).


WORK EXPERIENCE

Support Your App — Customer & Technical Support Specialist (Mastercard Project)

May 11, 2026 – Present | Cherkasy, Ukraine (Remote)

● Provide 1st line technical and customer support for Mastercard cardholders across
Ukraine, Kazakhstan, and Uzbekistan in English, Ukrainian, and Russian.
● Consult clients and troubleshoot complex cases regarding Mastercard privileges,
loyalty programs ("Mastercard Bilshe"), and payment/banking offers.
● Diagnose and resolve technical access issues, failed transactions, service access
denials, and promotional eligibility errors.

● Log, manage, and escalate non-standard technical tickets to senior support tiers
while maintaining detailed incident documentation.
● Consistently exceed SLA, FCR, and CSAT targets through effective problem-solving
and communication.

Simply Contact — Customer Care & Technical Support Operator (METRO Project)

December 15, 2024 – May 11, 2026 | Ukraine (Remote)

● Managed 50+ daily B2C and B2B customer interactions via phone, ticketing systems,
and email.
● Assisted users with platform navigation, account access, order placement, and digital
service troubleshooting.
● Utilized CRM systems to log user requests, track issue resolution lifecycle, and
analyze purchase history for tailored support.
● Escalated unresolved system bugs and service interruptions to the internal IT and
logistics teams.

IKEA (Timisoara, Romania) — Product Recovery & Customer Service Specialist

June 1, 2024 – November 31, 2024 | Timisoara, Romania

● Handled customer returns, complaint resolution, and product quality inspections
according to IKEA global standards.
● Diagnosed hardware and structural issues with returned goods, lowering return rates
through effective problem analysis.
● Worked directly with logistics and customer service databases to track inventory and
issue resolution.

EDUCATION

Cherkasy State Technological University (ChSTU)

Bachelor in Marketing | September 2026 – Present

Cherkasy Specialized School No. 18

High School Diploma (Advanced English Focus) | September 1, 2013 – May 31, 2024