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Shemchuk
Danyil

EDUCATION ABOUT ME
Goal-oriented specialist with a background in customer support and
(2020 - 2022) quality assurance. Experienced in analyzing processes, evaluating
agent performance, and identifying areas for improvement to
KHMELNYTSKYI NATIONAL
enhance overall service quality.
UNIVERSITY
I have a strong attention to detail and a structured approach to work,
Telecommunications, which helps me effectively review cases, detect inconsistencies, and
Media Technologies ensure compliance with internal standards. I am comfortable working
and Intelligent Networks in fast-paced environments, handling high volumes of tasks while
(incomplete) maintaining accuracy and quality.

WORK EXPERIENCE
QUALITY AND PROCESS ANALYST
CUSTOMER SUPPORT INDUSTRY

Evaluated agent performance according to internal quality
standards
Provided structured feedback to improve service quality
Analyzed customer cases to identify errors and process gaps
Contributed to process optimization and efficiency improvements
SKILLS Worked with Excel / Google Sheets for data analysis and reporting
Monitored KPI and service quality metrics
Process Analysis
Quality Control
Communication CUSTOMER SUPPORT AGENT

Excel / Google
Sheets Handled customer inquiries via chat and email
English: Resolved service-related issues in a timely manner
Intermediate (B1– Followed KPI and quality standards
B2) Worked efficiently in a high-volume, fast-paced environment
KPI Monitoring
Attention to Detail