Контактная информация

Соискатель указал телефон , эл. почту и LinkedIn.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/17310000/

Опыт работы

Technical support specialist

с 04.2022 по наст. время (3 года 11 месяцев)
AT&T, Інші країни (Телекомунікації, зв'язок)

- Providing technical support for internet services, assisting customers with connectivity issues, service interruptions, and configurations issues;
- Performing structured troubleshooting to diagnose and resolve technical problems related to network performance and service functionality;
- Guiding customers through step-by-step technical solutions in a clear and professional manner;
- Managing high-volume inbound communication via phone and digital channels;
- Investigating and resolving complex cases, including escalations;
Maintaining accurate documentation of technical cases in CRM systems;
- Collaborating with technical and field teams to ensure timely issue resolution;
- Monitoring recurring technical issues and escalation patterns when necessary;
- Meeting and exceeding KPI targets in a fast-paced, shift based environment (including night shifts) ;
- Supporting new team members during the nesting period by providing real-time guidance and operation assistance

Customer support representative

с 10.2021 по 03.2022 (6 месяцев)
Altaea, Одеса (Телекомунікації, зв'язок)

(Customer support for a medical office in Brooklyn, New York)
- Managing direct communication with patients via phone and email, providing clear guidance on medical services, appointments, and treatment processes;
- Ensuring strict compliance with HIPAA regulations and maintaining confidentiality of protected health information (PHI)
- Coordinating communication between patients, healthcare providers, laboratories, pharmacies, and home care services;
- Assisting patients with insurance-related inquiries and coverage verification;
- Handling medical documentation, intake forms, and maintaining accurate records in internal systems;
- Supporting prescription processing and liaising with pharmacies to ensure timely medication delivery;
- Communicating with diagnostic laboratories regarding test orders, results, and follow-ups;
- Addressing sensitive patient concerns with empathy while maintaining regulatory and procedural compliance

English teacher

с 09.2012 по 10.2021 (9 лет 2 месяца)
Various schools and language centers, Дистанційно (Освіта, наука)

- Delivering English language instruction to diverse age groups, including children, teenagers, and adult learners;
- Teaching in classroom-based, corporate, and online environments;
- Providing structured preparation for professional and maritime-specific communications;
- Teaching in public schools and educational centers in China, adapting to local curricula and cultural expectations

Образование

International Humanitarian University

Translation, Одеса
Высшее, с 2005 по 2011 (6 лет)

Дополнительное образование и сертификаты

Google IT Support

2023

Знания и навыки

• Teaching English
• Technical support for users
• Troubleshooting
• Work with customers
• Customer orientation
• Onboarding for staff
• Staff training
• LAN
• WAN

Знание языков

• Английский — продвинутый
• Украинский — выше среднего
• Немецкий — начинающий

Дополнительная информация

Currently located in Brno, Czech Republic, with a possibility either to move to another country, or to return to Ukraine in the next few months.
I'm looking for a non-voice role, I'm not looking for high-volume call center roles at this time, preferring to focus on written communication (chat, email, or tickets).
I believe a product must bring value to the society, therefore I'm not willing to work in iGaming or anything related to this field.