Olga

Контактна інформація

Шукач вказав телефон , ел. пошту, Facebook, Instagram та LinkedIn.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/3811061

Досвід роботи

Customer Service Support Specialist

з 06.2019 по нині (4 роки 11 місяців)
Funnel Builder Marketplace, Дистанційно (IT)

• Reviewing Service submissions for accuracy and compliance with the platform T&C and guidelines. Reaching out to the sellers with explanations and advice on how to fix it for approval;
• Training new agents, guidance, and onboarding;
• Activity assignments and efficient resource planning of Support & Compliance Team;
• Managing project reports and performance reviews;
• Ensuring team results and customer satisfaction;
• Providing first-tier support and resolving all types of support issues as L1 technical support (questions, requests, complaints, etc.) received via the Zendesk ticketing system and HubSpot live chat;
• Interactions with PSP-Payment Service Providers (Stripe, PayPal) for questions with payouts, compliance checks, deposit/withdrawals, and transaction disputes.
• Refunds prevention. Working directly with the customers, to determine reasons for refund requests, and to improve customers’ experience and our processes. Finding options to avoid refunds, if possible;
• Processing refunds and invoices through the CRM system or via the Stripe/PayPal platform
• Chargeback representment. Investigating the case, and working with the service provider to gather documentation to present to the bank through PSP systems;
• Recording and escalating user requests, or any issues noticed that can’t be handled at L1 to other departments (Account managers, Development, Developers) and following up with them until resolution;
• Gaining and maintaining the full knowledge of the company’s products and flows;
• Active participation in developing, implementing, and updating the web-based support initiatives including knowledge bases, learning material, and documentation (Notion);

Customer support representative

з 10.2015 по 06.2022 (6 років 8 місяців)
Shift-arts, Дніпро (IT)

- Providing customer support and resolving basic to complex issues for customer inquiries for 3 different online platforms concurrently via emails, live chats, and phone;
- Ensure customers follow Company's T&C;
- Verification, KYC (Know Your Client) conformity checks;
- Interacting with other Departments by phone and Skype;
- Informing managers about the activity of clients;
- Providing monthly reports with KPI metrics.

Освіта

КНУКтМ

Готельно-ресторанна справа, Дніпро
Вища, з 2009 по 2015 (6 років)

Додаткова освіта та сертифікати

IMT Academy, SMM

2019, 4 місяці

Graphic Desing, private lessons

2021-2022, 6 місяців

Знання і навички

Знання мов

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

Додаткова інформація

Personal qualities:

- Detail-oriented, reliable
- Multitasking, self-organized, able to work independently
- Eager to learn
- Proactive, initiative
- Love organization and order
- Flexible, able to master and adapt to quickly changing, complex processes
- Service-oriented