Olga

Контактная информация

Соискатель указал телефон , эл. почту, Facebook, Instagram и LinkedIn.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/3811061

Опыт работы

Customer Service Support Specialist

с 06.2019 по наст. время (5 лет)
Funnel Builder Marketplace, Дистанційно (IT)

• Reviewing Service submissions for accuracy and compliance with the platform T&C and guidelines. Reaching out to the sellers with explanations and advice on how to fix it for approval;
• Training new agents, guidance, and onboarding;
• Activity assignments and efficient resource planning of Support & Compliance Team;
• Managing project reports and performance reviews;
• Ensuring team results and customer satisfaction;
• Providing first-tier support and resolving all types of support issues as L1 technical support (questions, requests, complaints, etc.) received via the Zendesk ticketing system and HubSpot live chat;
• Interactions with PSP-Payment Service Providers (Stripe, PayPal) for questions with payouts, compliance checks, deposit/withdrawals, and transaction disputes.
• Refunds prevention. Working directly with the customers, to determine reasons for refund requests, and to improve customers’ experience and our processes. Finding options to avoid refunds, if possible;
• Processing refunds and invoices through the CRM system or via the Stripe/PayPal platform
• Chargeback representment. Investigating the case, and working with the service provider to gather documentation to present to the bank through PSP systems;
• Recording and escalating user requests, or any issues noticed that can’t be handled at L1 to other departments (Account managers, Development, Developers) and following up with them until resolution;
• Gaining and maintaining the full knowledge of the company’s products and flows;
• Active participation in developing, implementing, and updating the web-based support initiatives including knowledge bases, learning material, and documentation (Notion);

Customer support representative

с 10.2015 по 06.2022 (6 лет 8 месяцев)
Shift-arts, Дніпро (IT)

- Providing customer support and resolving basic to complex issues for customer inquiries for 3 different online platforms concurrently via emails, live chats, and phone;
- Ensure customers follow Company's T&C;
- Verification, KYC (Know Your Client) conformity checks;
- Interacting with other Departments by phone and Skype;
- Informing managers about the activity of clients;
- Providing monthly reports with KPI metrics.

Образование

КНУКтМ

Готельно-ресторанна справа, Дніпро
Высшее, с 2009 по 2015 (6 лет)

Дополнительное образование и сертификаты

IMT Academy, SMM

2019, 4 місяці

Graphic Desing, private lessons

2021-2022, 6 місяців

Знания и навыки

Знание языков

• Английский — выше среднего
• Украинский — продвинутый
• Русский — свободно

Дополнительная информация

Personal qualities:

- Detail-oriented, reliable
- Multitasking, self-organized, able to work independently
- Eager to learn
- Proactive, initiative
- Love organization and order
- Flexible, able to master and adapt to quickly changing, complex processes
- Service-oriented