Юля

Yuliia Minchuk
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | Lviv, Ukraine

Customer Support Engineer
Customer Support Engineer with a strong work ethic and exceptional ability to work under
stress. I am a hard-working individual who thrives under pressure and is committed to meeting
deadlines. My sociable and communicative nature allows me to build strong relationships with
colleagues and clients alike. I am always eager to learn and am highly exible in adapting to new
challenges.I am condent in my ability to contribute to any team or project in a meaningful way
and am excited to bring my skills and expertise to customer support sphere.

Experience

Guesty
Guesty Servise Expert(Travel Tech Industry) • 05/2023 — current
responded to guest queries, in English only, in a timely and accurate way, via email and chat
handled refunds and exchanges
ensured complete customer satisfaction by following Guesty’s service standards.
addressed guest issues, solving problems and helping with queries about their stay.
managed a ticket-queue based on priority.
met Tickets per hour and quality KPIs worked with.

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Ciklum
Customer Support Engineer • 05/2022 — 05/2023
international project in the FinTech industry.
developed a strong comprehension of FinTech vocabulary, especially in relation to working
with different payment methods, including cryptocurrency transactions.
analyzed customer problems and troubleshot technical issues to determine the root cause of
the problem.
produced promptly and effectively addressing customer inquiries through email and chat
communication channels.
provided appropriate solutions or workarounds to customers' issues and guided them
through the steps to resolve the issue.
prioritized customer queries based on their urgency and signicance, ensuring that each
issue is resolved in a timely and efcient manner.
updated technical knowledge and stayed current with industry trends and best practices to
provide the best possible support to customers.
Skills: Jira, Salesforce Lightning, Backofce, Dataloop,Con uence, Collaborative
work,Problemsolving, Communication, Management,Research.

Ciklum
Corporate English tutor • 04/2021 — 04/2022
developed and delivered English language training programs to employees of the
organization, including teaching grammar, vocabulary, speaking, listening, reading, and
writing skills.
assessed the English language prociency of employees and designed training programs
based on their needs and skill levels.
prepared and delivered lesson plans, using a variety of teaching materials and methods, such
as lectures, group discussions, and multimedia presentations.
evaluated the progress of employees and providing feedback on their language skills,
strengths, and areas for improvement.
collaborated with HR and other departments to identify and address language training needs
of employees and develop appropriate training solutions.
kept up-to-date with the latest trends and best practices in English language teaching and
incorporated them into the training programs.
maintained accurate records of attendance, progress, and assessments of employees and
prepared reports as required by management.

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JustSchool
English tutor • 10/2020 — 03/2021
developed excellent communication skills, including the ability to explain complex ideas and
concepts clearly and concisely;
developed strong listening skills, which helped me to understand the needs and goals of my
students;
tailored lessons to individual needs and goals of my students (excellent organizational skills
and the ability to adapt my teaching style to different learning styles and levels of
prociency);
created engaging and effective lesson plans that helped my students improve their English
language skills (excellent planning skills, creativity, and the ability to incorporate a range of
teaching techniques and materials) ;
developed student condence and motivation in their English language skills;
improved cross-cultural communication: my experience as an English tutor has given me
the ability to help my students improve their cross-cultural communication skills, which can
be a signicant benet in a globalized business environment.

Education

Borys Grinchenko Kyiv University
English philologist(translator)- Master`s Degree • 05/10/2022 — 30/06/2024
As an English philologist with a master's degree, I have achieved an advanced level of prociency
in the English language, including excellent writing, reading, and communication skills. I also
have specialized knowledge of linguistic and rhetorical structures, which can be an asset in
various contexts.My advanced studies in English philology have given me a deep understanding
of cultural and historical contexts, as well as interdisciplinary approaches to knowledge. I am
able to engage with diverse perspectives and communities and communicate effectively across
disciplinary boundaries.

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Ivan Franko National University Of Lviv
English philologist(translator)- Bachelor`s Degree(Diploma with Honours) •
01/09/2018 — 30/06/2022
As an English philologist with a bachelor's degree, my education has equipped me with a range
of valuable skills that are relevant in many professional contexts:

-language prociency: I have advanced prociency in the English language, including strong
writing, reading, and communication skills;
-research and critical thinking: I have experience conducting research, analyzing data, and
synthesizing information to create well-supported arguments and ideas. I am also skilled in
critical thinking, which allows me to evaluate ideas and arguments effectively;
-writing and editing: I have developed strong writing skills, including the ability to write in a
clear, concise, and compelling style. I am also skilled in editing and proofreading, which can help
me produce high-quality written work.

Soft Skills

Relevant skills Punctuality Leadership Attention to details Planning

Adaptability Critical thinking Reliability Problem solving Strong work ethic

Teamwork and collaboration

Hard skills

Microsoft Ofce Writing/Editing Project management Slack Customer service

Research and analysis Teaching and training Administrative skills

Google documents

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Languages
Ukrainian — excellent

English — excellent

German — average

Volunteer

AIESEC
student coordinator • • 01/10/2018 — 01/05/2019
As a student coordinator, I was responsible for managing and leading a team of other students
who were involved in the AIESEC program.

trained new members on the goals, objectives, and expectations of the AIESEC program;
built a cohesive and collaborative team by organizing team-building activities and ensuring
that team members are working together effectively;
communicated effectively with other members of my team, as well as with other AIESEC
chapters and external stakeholders;
thought strategically about how to achieve the goals of the AIESEC program, developing
plans and strategies that are aligned with the program's objectives.

Interests
Hiking

Photography

Event organization

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