Виктория

Viktoria Dorofieieva
Support Manager

Customer Support Manager with 4+ years of experience in e-commerce and IT
services. I process up to 200 tickets and 100+ chats per shift, maintaining a fast
response time and customer loyalty. I work with CRM, Zendesk, WhatsApp, resolve
conflict situations, and coordinate related departments. I am fluent in Ukrainian, Italian
(B2), and English (intermediate).
[відкрити контакти](див. вище в блоці «контактна інформація»)

[відкрити контакти](див. вище в блоці «контактна інформація») Work Experience
Київ
Customer Support Representative Jun 2024
Present
https://t.me/Vika_Dorofieieva WOW Agency
Customer support / customer care for nutrition-related products via phone and email, order
handling and after-sales service. Handling claims and disputed customer issues related to
Skills
orders. Recording customer issues in an internal CRM and assigning them to the responsible
MAC OS Experienced department. Coordinating logistics and communication with drivers, controlling delivery
Jira Experienced time.
Working With Large Amounts Of Data
Experienced · Handled around 100 WhatsApp chats and up to 10 calls per shift, keeping chat response
time within 5 minutes.
CRM and Zendesk Experienced
· Resolved customer claims and disputed order issues, reducing the number of complaints
WhatsApp chats Experienced and maintaining customer loyalty.
1С Experienced · Recorded customer issues in an internal CRM, assigned responsible departments, and
Live chat support coordinated resolution.

Email support
Support Manager Feb 2023
Record keeping Present
Knowledge Gate IT
Data entry
Multilingual customer support / customer service (Italian and English) regarding the product
CRM systems and terms of cooperation via email and phone, working in CRM and Zendesk, resolving
disputed issues with customers.

Languages
· Handled around 200 tickets and up to 20 calls per shift, helping customers with technical
English Intermediate and service-related issues.
Italian B2 · Resolved disputed customer cases and complaints, reducing the number of escalations and
maintaining a high level of customer satisfaction.
· Accurately logged requests in CRM and Zendesk and escalated complex cases to related
departments for fast and efficient resolution.

Foreign Economic Activity Manager (Import) Aug 2021
Nov 2023
Амбассадор
· Advised designer-clients on furniture colors and textures for interior projects and
communicated by email.
· Communicated with international factories (mainly Italian), aligned proforma invoices, and
supported payments.
· Coordinated import logistics, prepared documents in 1C, and handled 3–4 claims monthly,
usually securing factory cost coverage.

Procurement Manager Aug 2021
Aug 2022
Ліберті Україна, ТОВ, Компанія
· Communicated with around 20 suppliers, negotiating delivery terms and tracking
fulfilment of obligations.
· Sourced and selected suppliers with the most favorable conditions in terms of price,
quality, and delivery time.
· Handled claims and discrepancies in deliveries, helping to reduce the company’s financial
losses.
· Worked in 1C and prepared documentation for product export.

Foreign Economic Activity Manager Jul 2020
Sep 2020
Hegelmann
· Coordinated around 10 routes at the same time, maintaining constant communication with
drivers.
· Quickly resolved issues with plants during loading/unloading to avoid downtime and
delays.
· Worked in the company’s GPS system and monitored time on the road, route compliance,
and schedules.

Education
Primary School Teacher 2010
2014
Київський Університет Імені Бориса Грінченка
· Study of pedagogical and developmental psychology, specifics of communication with
children and parents.
· In-depth work on the methodology of teaching main subjects in primary school.
· Skills in building effective communication with students, parents, and the administration of
the educational institution.

Courses
QA Manual · TECH SKILLS 2022 – Present