Данило

DANYLO SHEMCHAK
Customer Support Specialist
[відкрити контакти](див. вище в блоці «контактна інформація»)

[відкрити контакти](див. вище в блоці «контактна інформація») Profile
Telegram @ShermHead Experienced Customer Support specialist with the wide
WhatsApp, LinkedIn knowledge of working with different types of clients, improving
the product and resolving complicated technical cases. Extensive
Lviv
experience in service and customer support has allowed me to
develop excellent interpersonal and communication skills for
Education effective collaboration with clients and colleagues.

Bachelor of Marketing
Dnipro State Agrarian and Work Experience
Economic University EverHelp
2021 - 2025 Customer Support Specialist
Processed 15 (target) customer requests per hour on
average while maintaining a 93% (target) quality
Feb 2026 score helping with managing subscription, using AI
Hard Skills - services.
Jun 2026 Analyzed user behavior through support cases,
Atlassian (Jira, Confluence)
identified recurring user pain points, and flagged
product, billing, onboarding, and UX-related issues.
CRM, Zendesk
Collaborated with product team to resolve issues
and improve user experience.
Live Chat & Ticketing support
Maintained structured documentation in CRM

Reporting & documentation systems and internal tools, ensuring accuracy and
consistency of user data and issue tracking.
Deep troubleshooting Worked in a fast-paced, high-volume environment
that required prioritization, ownership, and quick
Customer experience learning across multiple products.
management
Uklon
Canva (Basic Level) Contact Center Specialist
Assisting users (drivers and clients) in resolving
issues while using services and providing general

Language October advice on the operation of the product/application
2025 via telephone calls.
– Analyzing user data to provide optimal solutions and
English B2
January
forwarding complex cases to the appropriate
2026
Ukrainian Native departments as necessary.
Recording discrepancies and product-related issues
that affect the user experience.
Maintaining high individual performance within the
department's target metrics:
- call duration 1 minute 49 seconds (target 2 minutes)
- CSAT 4.77 (target 4.5)
- QA 78% (target 70%)
- calls (number per hour) 17 (target 17)

Zone3000/Namecheap
Customer Support Representative
Soft Skills April
Provided support in Live Chat, providing accurate
2023
- solutions to customer queries and issues related to
Empathy
October product and service configuration (domain, DNS,
2025 hosting, email, SSL, account settings, and refund
Problem-solving
requests), while demonstrating excellent results in
Attention to detail chats (3 chats simultaneously):
- chat duration 19.5 minutes (target 25 minutes)
Active listening - response time 45 seconds (target 1 minute)
- CSR (customer satisfaction rate) 89% (target 75%)
Adaptability
- QA 86% (target 72.5%)
Conflict resolution - chats (per hour) 20 (target 18)
Processed email requests, providing full support and
Multitasking solving customers’ inquiries. Also, educated clients on
how to use the service manually and efficiently. Email
Team work
performance:
- email duration 10 minutes (target 23 minutes)
- CSR 90.5% (target 80%)
- tickets (per hour) 12 (target 10)
Collected customer feedback
Reported on all new/existing technical or UI/UX bugs
to improve the service.