Владислав

Education
National University of Ostroh Academy

Specialization: Law
Bachelor's Degree: 2018 – 2022
Master's Degree: 2022 – 2024

Work Experience
Partner & Grant Support Consultant
NGO "ЕT СЕТЕРА"
July 2023 — June 2026

Vladyslav Filiniuk Maintained communication and coordination with local self-
government bodies (LSGBs), state authorities, partners, and grant
donors.
September 14, 2001 Facilitated end-to-end execution of grant-funded projects and
internal compliance policies.
Preparation of contracts, agreements and policies within the
organization's activities.
Contacts
Ternopil, Ukraine Customer Support Representative
at SKELAR (project “HOWLY”)
[відкрити контакти](див. вище в блоці «контактна інформація») November 2024 — March 2026
@VladeqVO
Managed billing inquiries, recurring subscriptions, and payment
[відкрити контакти](див. вище в блоці «контактна інформація») troubleshooting to ensure smooth transaction flow and retention.
Investigated user disputes and pre-chargeback claims, resolving
financial issues before escalation to payment processors.
Languages Reported billing errors, system bugs, and user friction points to
product teams to improve platform performance.
English: Upper-Intermediate (B2)
Ukrainian: Native
Customer Support Specialist
Soft skills at SKELAR (project “PawChamp”)
Stress resilience April 2026 — August 2026
Integrity & Honesty
Responsibility & Ownership Handled customer inquiries and subscription issues via live chat
Communication skills and email, maintaining high CSAT and fast response rates.
Adaptability Evaluated refund and cancellation requests using Terms of Use
and Refund Policy to protect revenue and prevent chargebacks.
Attention to detail / Pedantic approach
De-escalated disputed transactions and sensitive complaints,
balancing user satisfaction with business interests
Hard Skills Implemented retention strategies to keep users on the platform,
Client Relationship & Retention: Dispute utilizing various bonuses and incentives.
resolution, conflict management, customer
loyalty, pre-trial claim handling.
Contract & Policy Management: Terms of
Service, Refund Policies, contract drafting and
review.
Tools & Software: Google Workspace, MS
Office, Solid Gate, CRM & Ticketing Systems
(ZenDesk), AI tools for communication
optimization.
Data & Research: Fast information processing,
attention to detail, handling large volumes of
documentation.