Ірина

IRYNA KOSHULINSKA
CUSTOMER SUPPORT REPRESENTSTIVE/ QUALITY ASSURANCE / QUALITY CONTROL
Lviv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
PROFESSIONAL PROFILE
Looking for a Customer Support Representative / Quality Assurance / Quality Control role, bringing a strong foundation in accuracy, documentation, customer issue resolution and process-focused work. Hold a Master’s degree in Enterprise Economics and have experience in accounting operations, educational methodology, professional consultation and customer support. Completed Fundamentals of Technical Knowledge training at Lviv Software Testing School (LQAS), covering hardware, desktop operating systems, virtual environments, operating systems, internet and cloud resources, and networking. Detail-oriented, analytical and comfortable communicating in English with international teams.

CORE SKILLS
• Attention to detail and accuracy
• Following established procedures and requirements
• Documentation and record keeping
• Issue identification, inquiry handling and problem solving
• Process-focused work and consistency
• Analytical thinking and structured communication
• Customer / stakeholder communication
• Microsoft Office and strong English language skills

TECHNICAL TRAINING
Fundamentals of Technical Knowledge — Lviv Software Testing School (LQAS) | lits.com.ua
Topics covered: hardware; desktop operating systems; virtual environments; working with operating systems; internet and cloud resources; networking.

PROFESSIONAL EXPERIENCE
Oxford University Press — Methodologist | 2018–2023
• Delivered professional seminars and training sessions for educators, presenting information clearly and systematically.
• Consulted educators and institutions on educational products, clarified requirements and responded to product-related questions.
• Supported users in selecting and applying resources appropriately, requiring careful attention to details and consistent communication.
AmES English Language School — English Teacher | 2016–2018
• Planned and delivered individual and group instruction for learners with different needs and proficiency levels.
• Adapted materials and lesson plans to defined learning objectives and reviewed learner progress.
• Delivered Business English training and online lessons.
Yappi Corporate — Corporate English Teacher | 2014–2016
• Delivered workplace English training for corporate clients, including employees of Nestlé and PERI.
• Tailored training content to client requirements, professional contexts and language levels.
Language Express / Ukrainian Catholic University Language School — English Teacher | 2010–2014
• Delivered individual, group and intensive English courses for learners of different ages and levels.
• Developed and adapted learning materials and translated an educational course from Coursera.org.
Kyivstar — Accountant | 2009–2010
• Processed cash transactions and maintained accurate financial records.
• Handled daily cash operations and worked with customers while prioritising accuracy and compliance in financial transactions.
Kyivstar — Call Center Consultant | 2006–2009
• Handled customer inquiries, clarified issues and provided appropriate solutions in a fast-paced environment.
• Supported English-speaking, corporate and VIP customers while maintaining service standards.

EDUCATION
Ivan Franko National University of Lviv — Institute of Postgraduate Education | 2011–2014
Specialist in English Language and Literature
Ivan Franko National University of Lviv — Faculty of Economics | 2000–2006
Master’s Degree in Enterprise Economics
CERTIFICATIONS & LANGUAGES
IELTS Academic — 2015 | Score: 8.0/9.0
Teaching Knowledge Test (TKT), Module 2 — 2012 | Lesson Planning and Use of Resources for Language Teaching
IELTS General Training — 2012 | Score: 7.0/9.0
Green Forest English Language School — Advanced English Certificate — 2012
David Evans Professional Seminar — “Words and Memory” — 2012
Languages: Ukrainian — Native; English — Advanced (C1; IELTS Academic 8.0/9.0).
Additional experience: Lived in London for two years, gaining extensive experience communicating in an English-speaking environment.