Софія

Sofiia Honchar
Contact info:
[відкрити контакти](див. вище в блоці «контактна інформація»)
[відкрити контакти](див. вище в блоці «контактна інформація»)
Date of birth: 14.03.2002

PROFILE

I am a dedicated customer service professional with a strong ability to remain composed and focused under pressure.
With expertise in empathy, active listening, and problem-solving, I consistently deliver tailored solutions to meet customer
needs. My approach combines patience and attention to detail, allowing me to navigate complex situations and provide
clear, effective resolutions.

In my career, I've built a track record of efficiently managing multiple priorities while maintaining excellent service
standards. I am passionate about improving customer experiences and thrive in collaborative environments where
continuous learning and idea sharing are encouraged. My goal is to contribute my skills and enthusiasm to a team that
values innovation and strives to enhance customer satisfaction at every touchpoint.

EXPERIENCE

HR Manager
Sure Lock & Key, Lviv
June 2022 - August 2023
• Managed the HR department, overseeing day-to-day operations and ensuring alignment with company policies and goals.
• Led the recruitment process, sourcing and evaluating applicants for both the UA and USA offices, ensuring that we attracted top
talent for the company.
• Conducted interviews, assessing candidates' qualifications, cultural fit, and potential contribution to the company's success.
• Handled office documentation, ensuring compliance with legal and organizational standards.
• Facilitated 1:1 meetings with employees, providing support and addressing concerns to foster a positive and productive work
environment.
• Monitored and tracked employee vacations, time off, and sick leaves to ensure compliance with company policies and to maintain
smooth operations.
• Actively resolved conflicts within the company, mediating between employees and management to maintain a harmonious work
environment.
• Managed the onboarding and offboarding processes, ensuring a smooth transition for new hires and departing employees.
• Collaborated with various teams to enhance HR practices, improve employee engagement, and streamline internal processes.

Customer Support Representative (Healthcare Concierge)
HealthJoy
October 2023 - March 2024
• Managed and processed members' requests (tickets) with a focus on delivering high-quality service within the shortest time
possible, ensuring each member received the best possible care and support.
• Delivered exceptional service through telephone interactions, assisting members with their healthcare needs, addressing inquiries,
and providing clear information about their benefits and services.
• Conducted outbound calls to members and providers, facilitating appointment scheduling and assisting in closing gaps in care to
enhance the healthcare experience.
• Monitored and communicated any scheduling challenges or trends to leadership, helping to identify and address issues
that could negatively impact outcomes.
• Consistently provided a "WOW" experience to HealthJoy's American customer base, ensuring satisfaction, building trust,
and improving customer loyalty.
• Ensured that every member interaction was handled professionally, efficiently, and in alignment with company standards for
quality service.

English Tutor
March 2024 - Present
• Provide one-on-one and group English language tutoring to students of various ages and skill levels, focusing on improving
vocabulary, grammar, writing, and conversational skills.
• Tailor lesson plans to meet individual student needs, ensuring personalized learning experiences and clear progression
toward language proficiency.
• Create engaging activities and exercises to encourage active participation and enhance student understanding.
• Offer feedback and guidance to students on their work, helping them improve their writing and speaking abilities in practical
contexts.

• Track student progress and adjust teaching methods based on feedback, assessments, and student performance.
• Foster a positive and supportive learning environment, building confidence and encouraging students to express
themselves in English.

Customer Support Representative
Gift Universe
November 2024 - January 2025 | September 2025 - Present
• Rehired in September 2025 following outstanding performance during the initial temporary project.
• Consistently achieve QA scores of 95%+, demonstrating high standards of accuracy, tone, and policy adherence across all
channels.
• Handle customer inquiries across multiple channels, including calls, live chat, email, social media, and online marketplaces, for a
UK-based e-commerce brand using Freshdesk, BigCommerce, Shopify, AfterShip, and Trustpilot.
• Manage end-to-end issue resolution, including refunds, replacements, order amendments, complaints, and escalations, while
consistently meeting SLA and quality standards.
• Collaborate with suppliers, courier partners, and warehouse teams to resolve operational delays and improve customer outcomes.
• Work flexible shifts, including nights and weekends, to maintain reliable customer support coverage.
• Manage high volumes of customer enquiries during peak seasons while maintaining quality and resolving issues promptly and
efficiently.
• Support the onboarding of new team members by sharing product knowledge and communicating customer service best practices.

EDUCATION AND COURSES

Lviv State University of Life Safety
Philology - English language and literature.
Bachelor's degree, 2019-2023.

SKILLS

SOFT SKILLS
• Empathy - I am naturally empathetic and strive to understand and address each customer's emotions and concerns
with care and compassion.
• Active Listening - I am an attentive listener, ensuring I fully understand customers' needs and respond thoughtfully
to each situation.
• Problem-Solving - I am quick to identify issues and dedicated to finding effective, personalized solutions for
customers.
• Conflict Management - Having worked as an HR manager, I have developed strong skills in de-escalating tense
situations and managing conflicts effectively.
• Patience - I maintain a calm and patient demeanor, even in challenging interactions, to ensure customers feel heard
and valued.
• Communication - I excel in clear and concise communication, ensuring customers understand solutions and feel
supported at every step.
• Adaptability - I am flexible and can easily adjust to changing customer needs, company policies, or technology to
ensure a smooth experience.
• Positive Attitude - I approach every situation with a positive outlook, creating a friendly atmosphere that fosters
trust and confidence with customers.
• Multitasking - I efficiently handle multiple customer requests at once, ensuring that each is addressed without
sacrificing quality or service.

HARD SKILLS
• Computer skills - Having decent computer skills means that I can perform the tasks that competing candidates may
not be able to.
• Customer service and e-commerce systems - Freshdesk, BigCommerce, Shopify, AfterShip, and Trustpilot.
• MS Office Word.
• MS Office Excel.
• MS Office PowerPoint.

LANGUAGES
• Ukrainian - native
• English - fluent