Контактная информация

Соискатель указал эл. почту.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/13059277/

Опыт работы

Customer support representative

с 11.2023 по 03.2025 (1 год 5 месяцев)
ModSquad, Дистанційно (IT)

- Respond to customer inquiries via email, chat, or messaging platforms in a timely and professional manner.

- Provide accurate information and resolve issues related to the client’s products or services.

- Monitor community activity and ensure compliance with moderation guidelines.

- Escalate complex issues to internal leads or clients when necessary.

- Maintain productivity metrics such as response times and quality scores.

Customer support representative

с 04.2021 по 06.2022 (1 год 3 месяца)
TTEC (TeleTech), Дистанційно (IT)

Key Responsibilities

Respond to Customer Inquiries:
Handle questions via live chat, email, phone, or social media in a timely and professional manner.

Resolve Complaints Efficiently:
Investigate and resolve product or service issues while maintaining customer satisfaction.

Maintain Accurate Records:
Log interactions in CRM systems (e.g., Zendesk, Freshdesk, HubSpot) with correct tagging and notes.

Follow Communication Scripts (if applicable):
Use approved templates and tone guidelines while personalizing conversations appropriately.

Collaborate with Teams:
Coordinate with sales, technical, or logistics teams to resolve complex issues quickly.

Stay Updated on Product Knowledge:
Keep up with updates, policies, and FAQs to provide informed and consistent support.

Meet KPIs and SLAs:
Hit targets like First Response Time (FRT), Customer Satisfaction (CSAT), Average Handling Time (AHT), and resolution rates.

Identify Trends and Report Issues:
Escalate recurring issues and customer feedback to improve processes or products.

Achievements
✅ Resolved an average of 120+ customer tickets per week with a 98% satisfaction rating.

✅ Reduced response time by 35% by streamlining ticket tagging and prioritization.

✅ Contributed to a 20% increase in customer retention by delivering proactive follow-ups and product education.

✅ Handled high-volume customer queues during peak season

✅ Created internal support documentation that reduced onboarding time for new reps by 50%.

Customer support representative

с 02.2021 по 11.2021 (10 месяцев)
NY medical company, Дистанційно (IT)

Receiving incoming calls from patients
Handling patients database

Образование

Taras Shevchenko National University of Kyiv

Computer science, Kyiv
Высшее, с 2018 по 2022 (4 года)

Дополнительное образование и сертификаты

Basics in customer relationships

2023, 4 months

Customer service Management

2024, 5 Months

Beginner Course on Customer relations and services

2021, 3 months

Знания и навыки

• MS Office
• MS Excel
• Fast typing
• The first line of support
• Adaptability
• Punctuality
• Receiving incoming calls
• Copywriting
• Zendesk
• Trello
• Management of CRM
• Documentation management
• Leadership
• Team management
• B2B Sales
• HubSpot
• Sales management
• Проведення зустрічей в Zoom
• Розвиток Telegram-каналів

Знание языков

• Английский — свободно
• Украинский — начинающий

Дополнительная информация

I am a highly disciplined and results-driven professional committed to excellence. With a strong work ethic and exceptional attention to detail, I consistently meet deadlines while maintaining high-quality work. My communication skills allow me to collaborate effectively, and my adaptability helps me thrive in dynamic environments. Always eager to learn and grow, I bring both technical expertise and a proactive attitude to contribute positively to any team or organization.