Контактная информация

Соискатель указал эл. почту.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/11636802/

Опыт работы

Customer support representative

с 12.2023 по 02.2025 (1 год 2 месяца)
Tom tech solar limited, Remote (IT)

•Reduced email response times by 37%, significantly improving user satisfaction.
•Logged over 1,200 monthly interactions, enabling data-driven service enhancements.
•Achieved an 87% satisfaction rate by resolving 400+ weekly inquiries with empathy and precision.
•Analyzed customer feedback to refine service strategies and trained peers on CRM tools, boosting team efficiency by 10%.

Customer support representative

с 02.2021 по 11.2023 (2 года 9 месяцев)
CyberPatron, Remote (IT)

Cut response times by 40% and reduced repeat ticket volume by 20% through process improvements.
•Achieved a 92% satisfaction rate by providing empathetic inquiry resolution via chat, email, and phone.
• Documented over 1,200 monthly interactions and identified 50+ feedback patterns to drive support quality improvements.
•Collaborated with operations to reduce account verification times by 30%.

Customer support representative

с 04.2018 по 01.2021 (2 года 9 месяцев)
Cordialexchange, Remote (IT)

•Developed self-help guides that reduced inquiry volume by 22% for over 600 monthly clients.
•Supported company growth by serving over 600 clients monthly and collaborating with product teams to resolve 10 transaction bugs, enhancing reliability for 50,000+ users.
•Trained 5 peers on CRM software, increasing team efficiency by 12%.
•Managed 400+ weekly inquiries, earning a 4.4/5 rating, and initiated a live chat solution that reduced wait times by 35%.

Образование

Taras shevchenko National University of kyiv

Computer science, Kyiv
Высшее, с 2015 по 2018 (3 года)

Highly talented, motivated and dedicated customer service representative and virtual assistant who excels in providing exceptional service and value to business owners, team members and entrepreneurs; skilled in resolving customer issues, handling enquiries, administrative, creative, technical tasks thereby maximizing their time and productivity while allowing them focus on their goals and scale their business
and ensuring customer satisfaction.

Дополнительное образование и сертификаты

Basics of customer support

3 months

Conflict resolution and de-escalation for upset customer

3months

Active listening Masterclass

1 month

Customer service fundamentals

1 month

Знания и навыки

• Stress resistance
• Proactivity
• MS Word
• MS Excel
• Data Entry
• Detail Oriented
• Customer service
• Communicability
• Ability to work in multitasking mode
• Organizational skills
• Positive attitude
• Conflict resolution
• Time management
• Marketing
• Conducting negotiations
• Management of CRM
• Discipline
• Customer orientation
• Troubleshooting
• Teamwork
• Ability to quickly learn new information
• Fast typing
• Educability
• Tech-savvy
• Building long-term relationship
• Emotional stability
• Concentration
• MS Office
• Zendesk
• Asana
• Trello
• Slack
• Attracting new customers
• Competent oral and written language
• Documentation management
• Analytical thinking
• Proficiency in excel
• Zapier
• Workflow automation

Знание языков

• Английский — свободно
• Украинский — начинающий

Дополнительная информация

•Skillfully managed administrative responsibilities including: managing client inbox, sending mails, data entry, research and created slide presentation.
•Managed calendar; ensured all appointment and meetings are scheduled in accordance to CEO’s activities.
•Planned and booked travels, flights and accommodations to guarantee safety, wellbeing and comfort. Virtual Assistant (Volunteer) Tom Tech Limited March 2024 – July 2024
•Prepared and organized meetings on different meeting platforms like zoom, google-meet, take meeting, minutes/ notes and created meeting agendas.
•Handled customer inquiries and provided support via phone, email and chat. Customer Service Representative (Volunteer) Tom tech Limited (Remote)
•Responded to customers inquiries politely via phone and chats with professionalism and in a timely manner.
•Conducted calls to verify customer accounts information.
•Recorded data accurately for each call’s interactions for tracking purposes
•Coordinated with vendors and managing event schedules.