Контактна інформація

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/5592807/

Досвід роботи

Support team lead

з 03.2025 по 02.2026 (1 рік)
Skelar, Дистанційно (IT)

•Team management
•Creating new and maintaining existing flows
•Semi-annual salary and performance review processes.
•Weekly KPI monitoring process with focus on deviations and rool causes
•Regular sync with agents, maintaining team perfomance
•Shift planning and creating schedule
•Different tasks according to current business targets
•Participation in the employment process (hiring interviews)
•Onboarding and offboarding process

Customer care agent

з 04.2023 по 03.2025 (2 роки)
Skelar, Дистанційно (IT)

•Assisting customers within chat, email and call (Zoom, Meets)
•Providing services for the app publishing process
•Managing and maintenance of each app attached to the manager
•Shift work
•Resolving technical queries about the product, platform via tickets, calls and preferred communication channels.
•Billing assistance
•Introductory sessions for the new customers
•Creating and managing knowledge base for customers (writing and editing
articles regarding new and existing features to improve and simplify customer's experience)
•Direct cooperation between different departments for customer's technical queries to deploy app versions, fixes,

Customer's support/Sales executive

з 04.2022 по 04.2023 (1 рік)
STRUKTURA, Дистанційно (IT)

•Consultation of English-speaking customers about the product (Tickets, chats, calls)
•CRM
•Shift work (12 hours)
•Resolving technical queries about the product, platform etc
•Researching technical information about modern relevant Android/iOS device's security features and technical characteristics

Application Support Engineer

з 02.2021 по 12.2021 (11 місяців)
Allvue, Дистанційно (IT)

•Technical assistance for accounting and financial management software (B2B)
•Customers case management using various "Tickets" emailing systems
•Creation and monitoring of primary documentation for each specific case/ further
management until the issue is fully resolved
•Creation of User stories' in special portals (Jira) for further cooperation with the
technical department - understanding of Microsoft core-based products
•Close cooperation between departments/mediation between colleagues from
technical departments and the client for the transfer of each specific technical
task.

Customers support agent

з 04.2020 по 12.2020 (9 місяців)
Kyiv Wirex, Київ (IT)

•Advising clients on technical issues with help Zendesk (emails/chats)
•Managing customers database and cooperation with customers Solving technical
problems and their managing per customer's request
•Completed Anti-money laundering, whistleblowing courses. Those skills are also
an integral part of the documentation check for customer's verifications
•Close cooperation with Risk Departments, Billing departments

Sales representative

з 08.2019 по 04.2020 (9 місяців)
Kyiv Brainstack, Київ (IT)

•Selling the product to customers within Zendesk / calls
•Managing of database with active and interested customers.
•CRM working with internal system for order managing
•12 hours shifts including night shifts
•Cooperation between different departments (Support, technical)

Customer's support/Sales representative/Supervisor/Onboarding manager,

з 11.2017 по 04.2019 (1 рік 6 місяців)
Kyiv Devoop, Київ (IT)

•Consultation of English-speaking customers about the product (Zendesk, calls)
•CRM
•working with internal system for order managing
•Shift work
•Upsale/crossale of completed orders
•Quality control for the team members (after the promotion)
•Control over the priority of work (due to high workflow priories for the team must
be set correctly)

Освіта

НПУ ім. М.П. Драгоманова

Іноземна філологія, Англійська-Українська мови, Київ
Незакінчена вища, з 2013 по 2014 (1 рік)

Someday, I would like to become a teaher or Uni porfessor, which is why I would like to continue my education

Знання і навички

• Здатність до навчання
• Personnel management
• Understandability
• Data management
• Zendesk
• Freshdesk
• Написання промптів для ChatGPT
• User ChatGPT
• Second line of support
• Technical support for users

Знання мов

• Українська — вільно
• Англійська — просунутий

Додаткова інформація

- Professional Customer Support/Customer Care expert, and Team Lead where as Support: - Resolved highpriority tickets with a first-contact resolution rate above target.
- Achieved top QA evaluation scores for accuracy, empathy, and compliance.
- Handled large ticket volumes while meeting all SL.As.
- Recognized for exceptional customer communication and problem-solving skills.
- Successfully de-escalated challenging customer interactions.
- Contributed knowledge-base articles and shortcut base to improve leam efficiency.
- Assisted in onboarding and mentoring new support agents.
As a manager (Team lead): - Increased team productivity by optimizing workflows and reducing backlog.
- Led a team to consistently exceed SLA and FCR targets.
- Conducted performance reviews and created individualized development plans.
- Implemented quality monitoring frameworks that improved accuracy and compliance.
- Coordinated cross-department collaboration to resolve systemic issues.
- Recognized for strong leadership, team morale building and conflict resolution.