Особисті дані приховані

NATALIIA BORYSENKO
Customer Support Specialist | Sales | Problem-Solving

SUMMARY

Customer Service Representative with retail and call-center
experience, skilled at resolving issues quickly and keeping
[відкрити контакти](див. вище в блоці «контактна інформація») conversations positive.
[відкрити контакти](див. вище в блоці «контактна інформація»)
EXPERIENCE
EDUCATION
Aug 2025 – Present, Tickets.ua | Lviv
Bachelor Philology & Customer Support Agent — Involuntary Cases (L1, L2)
Literature
Processed customer inquiries via ticket systems and live
V. N. Karazin Kharkiv National
chats, resolving 85–90% of tickets on first reply.
University, 2015-2019
Searched for alternative flights, rebooked tickets, and
Professional Certificate in processed refunds in GDS systems and partner portals.
Psychotherapy Foundations
Communicated by phone and in writing with airlines,
Frank Farrelly Psychotherapy
partners, and support teams to resolve complex cases.
School, Kharkiv, 2020-2021
Worked under high pressure, managing up to 10 active
chats and 50–80 inquiries per shift.
SKILLS
Managed customer cases independently, prioritizing
inquiries and monitoring resolution.
• Customer Support • Customer
Collaborated with product teams to relay customer
Service • Customer Inquiry
feedback and contribute to product updates and
Handling • Ticketing Systems •
improvements.
CRM Systems • Live Chat Support Adapted quickly to new procedures, rule changes,
• Email & Phone Support • Case workflows, and partner processes.
Management • Issue Resolution •
Complaint Handling • Conflict Nov 2023 – Jul 2025, Bols Cocktail Experience | Amsterdam

Resolution • Customer Customer Support & Sales Representative
Communication • Case
Provided face-to-face customer support to 100+
Prioritization • Multitasking • international visitors per shift, assisting with tours,
Cross-functional Collaboration • bookings, upgrades, and product-related questions.
Customer Feedback • Managed reception flow and customer inquiries
Adaptability & Fast Learning independently during high-volume hours, maintaining an
efficient and positive visitor experience.
Led tastings and cocktail masterclasses for groups of 40–
50 participants, independently managing the full guest
experience and presenting brand and product
information.

Supported retail sales through personalized product
STRENGTHS recommendations and relevant upselling based on
individual customer needs.
Customer Communication Adapted communication style to serve international
Communicate clearly across visitors and encourage positive purchase decisions.
chat, phone, social media,
and face-to-face Jun 2022 – Aug 2023, European Solidarity Corps | Craiova
interactions with diverse and
Communications & Events Assistant
international customers.
Supported the organization and promotion via socials of
Prioritization & Multitasking 20+ workshops, trainings, and community events,
Handle high inquiry volumes, coordinating participant communication and on-site
prioritize cases effectively, activities.
and stay organized in fast- Managed communication with 100+ international
paced support environments. participants throughout different stages of programs and
Problem Solving & Case events.
Ownership Independently coordinated participant communication
Take ownership of customer and event logistics for selected activities.
cases, identify appropriate Collected participant feedback and supported post-
solutions, and follow issues event evaluation to improve future programs.
through to resolution.

Adaptability & Fast Learning Nov 2021 – Mar 2022, Ohires | Kharkiv
Lead Generation Specialist
Quickly adapt to changing
policies, system updates, and Sourced and engaged 60+ potential clients per shift via
new partner processes, LinkedIn, Facebook, and Telegram.
continuously keeping Managed outreach, responded to inquiries, and identified
knowledge up to date. potential client needs.
Coordinated qualified leads and follow-ups with the sales
team.
LANGUAGES

English — Upper-Intermediate Apr – Dec 2019, School of Acting “Actor-Psych” | Kharkiv

Ukrainian — Fluent Operations & Customer Support Assistant
Dutch — Beginner Provided customer support via Instagram and Telegram,
handling inquiries about services, registrations,
schedules, and payments.
Supported customers throughout the registration
process, from initial inquiry to follow-up.
Managed customer records, registrations, and payment
tracking in Google Sheets.
Worked closely with the head of the school to resolve
customer and operational issues.
Supported offline workshops and events, including
registrations and participant assistance.
Managed multiple customer conversations and
administrative tasks simultaneously.