Особисті дані приховані

DAVYDENKO KHRYSTYNA
CAREER OBJECTIVE: To grow in Customer Support and Operations, applying my experience
in communication, problem-solving, task coordination, and structured processes.
Interested in complex requests, cross-team collaboration, and process improvement.

EDUCATION
T.H. Shevchenko National University “Chernihiv Colehium”
Faculty of Natural Sciences and Mathematics
Year of Graduation: 2025

PERSONAL INFORMATION PROFESSIONAL EXPERIENCE
20.08.2025 – 28.10.2026
Location: Chernihiv, Ukraine. Ready to work “DIGITAL DYNAMICS”
remotely.
Date of Birth: 18 November 2004 Position: Customer Support Specialist
Key responsibilities:
• Assisted junior team members with onboarding, shared best practices, and provided guidance on
complex cases.
LANGUAGES • Identified gaps in documentation, suggested process fixes, and regularly updated internal
knowledge base guides.
• Tracked task flow in internal systems, monitored request priorities, and ensured deadline
English — B2
compliance across support cases.
Ukrainian — Native • Utilized Jira, ClickUp, and Confluence for workflow tracking, task organization, and internal
documentation maintenance.
• Handled complex non-standard user inquiries across multiple languages, with primary focus on
English support.

CONTACTS 06.05.2024 – 27.06.2025
“RISK”
[відкрити контакти](див. вище в блоці «контактна інформація») Position: Online Support Operator
(Teams / Telegram / WhatsApp) Key responsibilities:
[відкрити контакти](див. вище в блоці «контактна інформація») Processed 200+ daily chats and tickets via live chat and email while maintaining strict response SLAs.
• Handled complex complaints and inquiries following internal compliance rules and escalation
protocols.
• Updated standard response templates and FAQs to reflect process changes and reduce resolution
time.
SKILLS • Maintained a 95%+ CSAT score while consistently meeting daily performance KPIs and shift
schedules.
• Customer support & complex request
handling 06.03.2023 – 12.04.2024
• Task prioritization, coordination & tracking PRIVATE INDIVIDUAL
• Multi-channel support (Chat, Ticket, Email, Position: Psychological Support Operator for International Users
Voice) Key responsibilities:
• Cross-team collaboration & conflict resolution • Provided customer support in English across live chat, email, and voice message channels.
• High-volume inquiry handling & KPI • Updated customer profiles in CRM, maintaining accurate interaction history and ticket status.
compliance • Categorized user feedback and technical bug reports for initial product team review.
• Analytical thinking & adaptive communication • Created and updated standard macro templates to streamline daily resolution workflows.
• Active listening, empathy & stress resilience • Maintained high communication standards and strict adherence to internal service guidelines.
• Fast learning, adaptability & high reliability

PROFILE
COMPUTER SKILLS: Microsoft Office Experienced in customer support, structured processes, and internal systems. Strong communication,
(Word, Excel), Jira, Confluence, ClickUp, Slack,
analytical thinking, and problem-solving skills, with experience handling complex requests and
Zendesk, SumSub, Asana, Back Office systems.
working with colleagues to resolve them. Able to prioritize tasks, meet deadlines, follow procedures,
and maintain high service quality. Quick to learn new systems and take responsibility for requests from
start to resolution.