Марина

Maryna Kaliush Khan
#Customer Support Specialist #Sales Support #Product Specialist

Email: [открыть контакты](см. выше в блоке «контактная информация»), Mobile: [открыть контакты](см. выше в блоке «контактная информация»), Home: Malaga, Spain
Linkedin: [открыть контакты](см. выше в блоке «контактная информация»)

Profile:

Experienced Customer Support Specialist with a proven ability to handle customer inquiries and resolve issues
efficiently across multiple communication channels, including phone, email, chat, and mobile applications. Skilled in
utilizing SAP C4C and Zendesk ticketing systems to accurately document interactions, track cases, and maintain
detailed records. Adept at collaborating with cross-functional teams to deliver timely solutions and ensure a
seamless, positive customer experience. Committed to providing exceptional service, maintaining high satisfaction
levels, and fostering long-term customer relationships.

Skills
●​ Proficient in customer support tools such as SAP C4C and Zendesk
●​ Strong communication skills across all levels — internal teams, customers, and stakeholders
●​ Experienced in managing inquiries, complaints, and support tickets efficiently
●​ Skilled in problem-solving and conflict resolution to ensure positive customer experiences
●​ Highly organized with the ability to prioritize tasks and meet deadlines
●​ Quick learner, adaptable, and able to handle multi-channel support (phone, email, chat, mobile apps)

Tools & Software
Customer Support & Project Management: SAP C4C, Zendesk, ServiceNow, Confluence, Jira

Productivity & Collaboration: Microsoft Office (Word, Excel, PowerPoint), Microsoft Teams, Microsoft Outlook,
Microsoft Dynamics AX

Design & Creative Tools: AutoCAD, SolidWorks, Adobe Photoshop, Adobe Lightroom, Adobe Premiere Pro, Adobe
Acrobat, Canva

Education
Sep 2014 - Jun 2015​ ​ International internship ERASMUS MUNDUS
Warsaw University of Technology, Warsaw (Poland)
Nov 2011 - Sep 2014​ ​ PhD of technical science
National Technical University of Ukraine “Kyiv Politechnical Institute” Kyiv (Ukraine)
Sep 2009 - Jun 2011​ ​ MSc degree: Engineer-Researcher (in Mining)
National Technical University of Ukraine “Kyiv Politechnical Institute” Kyiv (Ukraine)
Sep 2005 - Jun 2009​ ​ BSc degree: Engineer in Electro mechanics
National Technical University of Ukraine “Kyiv Politechnical Institute” Kyiv (Ukraine)

Languages
●​ English​ - fluent ​ ​ ​
●​ Ukrainian​ - fluent
●​ Polish​ ​ - fluent
●​ Russian​ - fluent
●​ Spanish​ - beginner
Professional Experience

Customer Support Specialist​ ​ ​ ​ ​ ​ ​ Jul 2025 - present
Everhelp​ ​ Malaga, Spain
​ Handled incoming customer inquiries and provided accurate, comprehensive responses through Zendesk
​ Efficiently resolved a variety of issues, including subscription cancellations, refunds, unauthorized transactions,
and general inquiries
​ Collaborated with cross-functional teams to maintain process efficiency, improve workflows, and provide mutual
support
​ Consistently met KPI targets, achieving high customer satisfaction and service quality metrics

Contact Centre Agent ( Season position )​​ ​ ​ ​ ​ Jul 2024 – Aug 2024
TUI Group​ ​ Malaga, Spain
Tourism industry
​ I efficiently managed customer inquiries and complaints across multiple channels, including phone, email and
chat
​ I accurately documented customer interactions and maintained comprehensive records using SAP C4C
ticketing system
​ I collaborated closely with cross-functional teams to promptly resolve customer issues and ensure a seamless
service experience

Sales Engineer (Remote)​ ​ ​ ​ ​ ​ ​ ​ Apr 2023 - Jun 2023
Lokal Tank Sp. z o.o.​ ​ Malaga, Spain
Manufacturer of pressure and storage vessels, steel constructions
​ I developed technical documentation to support project deliverables

​ I created detailed drawings based on customer specifications using AutoCAD

​ I designed product catalogues, brochures, and instruction manuals utilizing Photoshop, Adobe Illustrator, and
Adobe Acrobat
​ I prepared and submitted sales proposals for customers

​ I conducted research and outreach to identify potential new customers

Specialist of water treatment technology & export sales​ ​ ​ Oct 2017 - Oct 2021
BWT Poland​ Warsaw, Poland
Water technology industry
​ I was Subject Matter Expert in preparation the commercial offers for the customer (by using Axapta) for the
range of products: swimming pool technology, private households, commercial and industrial water treatment
station
​ I was SPOC (Single Point Of Contact) for the customers from export markets (Baltic Countries, Belarus,
Ukraine): technical and commercial support, preparing and monitoring the orders
​ I provided technical/commercial product information to the customer via e-mail / phone

​ I prepared drawing according to customer requirement using AutoCAD

​ I prepared training material and providing product / technical training

​ I was responsible for onboarding new employees and customers, existing employees and customers

​ I cooperated with Marketing Department of preparing the product catalogues, leaflets, articles, manual
instruction by providing updated product description, pricing, reviewing existing data