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OBJECTIVE
I am an experienced Customer Support Representative delivering
excellent KPI results. I specialize in resolving customer issues
quickly, handling complaints effectively, and ensuring a smooth
customer experience. In my previous role, I assisted website/app
users, resolved issues (usability, payments, transactions, tech
issues, refunds, b2b, b2c, PSP operations, disputes), conflict
situations, and handled high-value transactions. Also trained and
MALCHEVSKA mentored new agents to improve team performance and quality
standards. Consistently achieved 95-100% QA scores, handled
ANASTASIIA 130–150 replies daily, and reduced average resolution time by
30%.

Odesa, Ukraine I am a strong communicator, a team player, and always eager to
learn. Looking to grow into a higher role, I want to use my skills to
[открыть контакты](см. выше в блоке «контактная информация»)
improve processes and enhance service quality.
Telegram @am_anastasiia_am

EDUCATION AND EXPERIENCE
LANGUAGES
September 2018 - July 2022 - Petro Mohyla Black Sea National
Ukrainian University(Finance, banking, insurance with advanced study of
foreign language - bachelor degree)
Russian
English (C1) September 2022 - August 2025 - Customer support
Spanish (A1) representative in Helpware company, e-commerce marketplace
project(Tier 1, from March 2025 Tier 2, fully remote).
Provide customer support to website/app users, handle
customer complaints by offering appropriate solutions and
CERTIFICATES following up to ensure resolution.
Communicate with clients(b2b, b2c) through various channels,
including chat, ticket, live chat and email.
English for career growth Maintain accurate records of customer interactions,
transactions, and feedback.
Train and assist agents, helping them improve their customer
Fundamentals of support skills and follow best practices.
managing teams and Enter and update data in CRM systems and other online
projects in IT platforms.

English for business and
SKILLS
entrepreneurship

Customer Support Communication & Team
Efficient presentations
Problem Solving & Conflict Collaboration (Slack,
Resolution Teams, Jira, Trello)
Business English Microsoft Office & Google Process Optimization &
Workspace, MacOS Training agents
Communication skills Tools: Textexpander,
English for media literacy Multitasking, teamwork Magical, Grammarly, VPN,
CRM & Data Management Canva
Basics of project (Playvox, monday, helpdesk, Analytical skills
management Confluence, BambooHR) Attentive to details