Контактна інформація

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/5842916/

Досвід роботи

Billing specialist

з 03.2024 по 08.2026 (2 роки 6 місяців)
Confidential Cryptocurrency Exchange (NDA), Дистанційно (Фінанси, банки, страхування)

- Managed customer support operations for high-risk accounts, handling sensitive case escalations and mitigating customer friction in high-volume environments.
- Processed and resolved formal customer complaints in accordance with internal procedures and regulatory requirements.
- Managed end-to-end chargeback dispute processes, including preparing evidence packages and chargeback rebuttal letters.
- Investigated fraud alerts and analysed suspicious payment activities to minimise financial and operational risks.
- Handled transaction recalls and coordinated their resolution with relevant stakeholders.
- Prepared official responses and documentation for banks, law enforcement agencies, legal representatives, and other third parties.
- Applied card scheme dispute procedures and requirements during chargeback investigations and evidence preparation.
- Maintained and monitor company risk statistics and payment system performance using Google Sheets and BI tools.
- Produced analytical reports and risk summaries to support decision-making and identify emerging trends.
- Worked with multiple ticketing systems to ensure timely and accurate case resolution.
- Collaborated closely with Customer Support, Payments, and Compliance teams to improve operational efficiency and mitigate risks

Customer Support Specialist

з 09.2021 по 03.2024 (2 роки 7 місяців)
Confidential Cryptocurrency Exchange (NDA), Дистанційно (Фінанси, банки, страхування)

- Provided customer support through email, live chat, and phone channels.
- Conducted video verification procedures in accordance with compliance requirements.
- Investigated and resolved escalated customer cases.
- Worked with Jira, Freshdesk, SupportPal, and other ticketing systems.
- Assisted customers with product-related inquiries while maintaining high service standards.
- Contributed to process improvements that enhanced response efficiency and customer satisfaction.

Освіта

ЧНУ, ALK Warszawa

Ангійська мова та література(середня освіта), Zarzadzanie(управління та фінанси), Черкаси
Незакінчена вища, з 2019 по 2023 (4 роки)

Додаткова освіта та сертифікати

ICA Specialist Certificate in Financial Crime Risk in Cryptocurrencies

2025, 2 місяці
Сертифікат

Знання і навички

• MS Excel
• Ведення документації
• MS Office
• Здатність до навчання
• Risk management
• Technical support for users
• Work with customers
• Грамотна усна та письмова мова
• Адаптивність

Знання мов

• Англійська — вище середнього
• Польська — початковий
• Іспанська — початковий
• Українська — вільно