Контактна інформація

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Досвід роботи

Customer support representative

з 05.2024 по 12.2024 (7 місяців)
Ringostat, Дистанційно (IT)

Managed daily customer inquiries via chat (95% of cases) and phone, achieving a 90% satisfaction rate and average response time under 2 minutes

Assisting users in setting up projects.Onboarded and trained 150+ clients on project setup, configuration, and troubleshooting.

Working with the knowledge base (updating and writing instructions)

Working with the CRM system to communicate with other departments of team.Collaborated cross-functionally with development, sales, and QA teams via CRM , ensuring 95% of bugs/requests were resolved within SLA

Advocated for customer needs by analyzing recurring issues and proposing 5+ product improvements adopted by the dev team

Operational manager

з 04.2021 по 05.2022 (1 рік 1 місяць)
Laba ( Ed Tech), Киев (IT)

Operational manager
Laba (EdTech) Kyiv Apr 2021 - May 2022

- Analysis of sales managers work, conversion and KPI tracking ( as a result it is enabled to increase every week the product conversion rate)
- Work in AMO CRM and internal system control tasks of managers (distribution of leads between sellers)
- Support sales 10 managers and 1 supervisor (for example if IP telephony stopped working or there are problems with CRM)
- Control over speed of processing leads ( holding processing speed on 20 max 30 minutes which allowed managers to process the requests faster)
- Training of salespeople ( includes introductions with all programs that the sales department used daily) Trained 10 sellers. After training near during 1‑2 days, newmate was already effective in less than 2 weeks and made his first sales
- Choosed the best polish services for payments and links generating

Customer support Team leader

з 08.2016 по 08.2020 (4 роки)
Busfor, Київ (IT)

Busfor/Blablacar Kyiv Aug 2016 - Jul 2022

- Organization of work of the Customer support department in Polish and English (4 teamates)
- Interaction with carriers and agents
- Listening to conversations and quality control of operators
- Development and expansion of the team, search for personnel if there are vacancies
- Training and retraining of CS employees
- Checking payments (correctness of refunds)
- Control over efficient operation of payment systems (Pay U, Dot Pay)
- Zendesk and Helpdesk Eddy
- Influencing of processes inside the team, work with templates used in the work of the department
- Administering the team: schedule, vacations
- Automated the processes and processing time of refund requests
- Integrated into the Customer Support team: auto‑replies, editing templates and translating texts to Polish and English

Освіта

Высшая Школа Менеджмента В Варшаве

Направление:Международные отношения,специальность: Дипломатия, Варшава
Вища, з 2014 по 2016 (1 рік 10 місяців)

Институт Информационной безопасности Украины Национальной Службы Безопасности Украины

Организация защиты информации с ограниченным доступом, Киев
Незакінчена вища, з 2010 по 2014 (3 роки 9 місяців)

Бакалавр

Знання мов

• Російська — вільно
• Українська — вільно
• Англійська — вище середнього
• Польська — вільно

Додаткова інформація

Key Skills:

International Team Leadership: Spearheaded the management of a multilingual customer support team for a startup’s global project, fostering collaboration across Polish and English-speaking stakeholders.

Customer Support Excellence: 4+ years of experience resolving client inquiries, managing workflows in Zendesk, Helpdesk, and AMO CRM, and ensuring service quality.

Multilingual Communication: Native Polish speaker with Upper-Intermediate English proficiency (B2/C1 level), skilled in cross-cultural client interactions.

Payment Systems Expertise: Proficient in international acquiring platforms (PayU, Dotpay) and experienced in handling chargeback disputes and financial reconciliation processes.

Technical Proficiency: Adept at leveraging CRM tools, ticketing systems, and dispute resolution frameworks to streamline customer operations.

Summary
Multilingual Customer Support Specialist with 4+ years of experience driving customer success in fast-paced international environments.

Proven expertise in building and leading cross-cultural teams, resolving complex customers issues, and optimizing support workflows.

Fluent in Polish (native, C2) and English (upper-intermediate, B2) with a passion for communication.