Alina

ALINA POHORILA
Lviv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY
Customer-focused Billing Support Specialist with experience in written customer communication, billing-related
inquiries, refunds, chargebacks, dispute resolution, and customer support. Strong English communication skills (B2)
and experience working with CRM and support systems. Detail-oriented, adaptable, and able to make well-reasoned
decisions in a fast-paced remote environment.

WORK EXPERIENCE

BILLING SUPPORT SPECIALIST
Uniwell | Remote
August 2025 – Present
• Provide second-line written support to users of Health & Fitness applications.
• Handle billing-related inquiries, including payments, failed transactions, refunds, subscriptions, cancellations, and
chargebacks.
• Assess risks in individual cases and assist with resolving customer disputes.
• Communicate with customers clearly, politely, and in a solution-oriented manner through ticketing and CRM systems.
• Coordinate with payment providers when required.
• Gather and summarize user feedback to support improvements to products and services.

SALES MANAGER
“MUticket” Company | Remote
August 2023 – July 2025
• Contributed to increasing profitability.
• Prepared regular ticket relevancy reports.
• Analyzed the market to identify trends and opportunities.
• Trained new staff members.

BARISTA
Cafe “Flat-5” | Lviv, Ukraine
May 2023 – August 2023
BARISTA
“Step in bistro-cafe” | Krakow, Poland
September 2022 – May 2023
COOK
“The Spice Pan” & “Yummy” | Krakow, Poland
May 2022 – September 2022
WAITRESS
“Franko. Beef and burger” | Drohobych, Ukraine
May 2021 – September 2021

EDUCATION
Lviv Polytechnic National University
Faculty of Psychology (incomplete)

HARD SKILLS
Microsoft Office (Word, Excel, PowerPoint) • Google Workspace (Docs, Sheets, Slides) • Canva • Customer support
systems (including Zendesk) • CRM and ticketing systems • Written customer support • Billing and payment-related
support • Refund and chargeback handling

SOFT SKILLS

Communication • Sociability, friendliness, and courtesy • Adaptability and quick learning • Multitasking • Teamwork and
independent work • Creativity • Time management • Working under pressure • Research and problem-solving •
Customer service • Attention to detail

LANGUAGES
English — B2 • Polish — A2 • Ukrainian — Native

HOBBIES
Piano, reading, travelling, hiking, photography