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Соискатель указал телефон и эл. почту.

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Опыт работы

Customer support representative

с 06.2025 по 07.2026 (1 год 2 месяца)
Tata Consultancy, Remote (IT)

Deliver professional customer service to a large and diverse user base through telephone, email, live chat and ticketing platforms.
Respond promptly to customer enquiries, understand individual needs and provide clear, accurate information.
Maintain a positive, patient and empathetic attitude, particularly when assisting frustrated customers or handling urgent concerns.
Investigate customer issues, identify suitable solutions and take ownership of enquiries through to resolution.
Process customer requests, account updates, access requests, forms and service-related changes accurately and within agreed timescales.
Record customer interactions, requests, complaints, actions and outcomes accurately within the company’s customer management system.
Handle complaints professionally, resolve issues within my authority and escalate complex cases to the appropriate team.
Keep customers informed throughout the resolution process, providing realistic expectations and regular progress updates.
Communicate effectively with customers from both technical and non-technical backgrounds, adapting my approach to their level of understanding.
Coordinate with internal departments and specialist teams to resolve customer concerns and minimise delays.
Build a strong understanding of company services, systems and procedures to provide accurate guidance and consistent support.
Follow up with customers to confirm that their enquiries have been resolved and they are satisfied with the outcome.
Work within service-level agreements while managing multiple enquiries and maintaining attention to detail.
Identify recurring customer concerns and share feedback with colleagues to improve processes and the overall customer experience.
Maintain customer confidentiality and handle personal information in accordance with company policies and data-protection requirements.

Customer support representative

с 04.2023 по 05.2025 (2 года 2 месяца)
Flogas, Remote (Mining industry)

Provided friendly, professional and empathetic customer service through telephone, email and other communication channels.
Responded promptly to customer enquiries regarding products, services, orders, deliveries and account-related matters.
Processed new orders, order amendments, customer forms, applications and service requests accurately.
Supported customers with delivery queries, account updates, payments and general product information.
Maintained a calm and understanding approach when dealing with frustrated or dissatisfied customers.
Acknowledged customer complaints, investigated concerns and worked toward suitable resolutions.
Escalated complex complaints and urgent enquiries to the appropriate department when necessary.
Developed strong knowledge of Flogas products, services and procedures to provide customers with accurate information.
Maintained detailed and accurate records of customer interactions, transactions, requests, comments and complaints.
Coordinated with colleagues and relevant departments to resolve customer issues and ensure requests were completed.
Kept customers informed about the progress of their orders, enquiries and complaints.
Followed company procedures relating to customer service, confidentiality and data protection.
Collected and shared customer feedback to support improvements to service quality and internal processes.
Worked effectively in a busy environment while managing multiple customer enquiries and maintaining a positive attitude.

Technical support specialist

с 01.2022 по 03.2023 (1 год 3 месяца)
Andromo LTD, Kyiv (IT)

Delivered application and platform support for global users via email and phone,
diagnosing issues across Andromo’s cloud-based app builder and template system.
• Investigated incidents to root cause, logging, escalating, and resolving cases through
the internal ticketing system with full documentation for audit and knowledge
retention.
• Documented workflows and client correspondence, reducing repetitive tasks by 35%
through improved documentation.
• Applied understanding of SDLC to support release cycles, identify deployment failures,
and collaborate with developers during QA and pre-release testing.
• Contributed to platform resilience and security, reporting data-handling concerns,
permission inconsistencies, and configuration vulnerabilities to engineering leadership.
• Proactively identified, troubleshot, and diagnosed technical problems within the
Andromo platform, ensuring prompt and effective resolution to maintain user
satisfaction.
• Investigated the root causes of incidents, logged and updated support tickets within
the helpdesk system, and ensured comprehensive documentation of actions taken for
future reference.
• Provided guidance on secure configuration, authentication settings, and responsible
use of platform permissions to maintain the integrity of user-built applications.
• Authored 10+ knowledge base articles, SOPs, and troubleshooting guides, reducing
recurring tickets and support backlog by 35%.
• Worked with developers and product teams to implement performance and stability
improvements, including error-handling, UI usability, and access control refinements.
• Created structured onboarding workflows and user education material to reduce
misconfiguration issues and support secure usage of the platform.
• Delivered remote support and application walkthroughs, supporting users with project
setup, build issues, template behaviour, and feature optimisation.
• Managed technical documentation, CRM records, customer correspondence, and
workflow hand-off processes to ensure clarity and continuity between support tiers.
• Analysed usage patterns to flag usability gaps, feature requests, and emerging
platform risks, contributing to roadmap planning.
Key Achievements
• Reduced repeated queries and backlog by 35% through structured documentation and
workflow redesign.
• Strengthened customer onboarding and secure configuration through clear guidance
and responsible access practices.

Logistics coordinator

с 09.2020 по 03.2023 (2 года 7 месяцев)
HEDGEHOG, Kyiv (Transportation and logistics)

Coordinated with internal teams to optimize and streamline the process of shipping
products across various locations, ensuring efficient logistics operations and
cost-effective solutions.
• Handled customer queries, complaints, and service escalations with professionalism,
achieving over 95% client satisfaction.
• Strengthened relationships with suppliers and partners, improving communication and
efficiency.
• Coordinated logistics operations, tracked shipments, and ensured timely delivery of
goods across multiple regions.
• Prepared shipping documentation, purchase orders, and client invoices with high
accuracy.
• Served as a liaison between suppliers, couriers, and customers, resolving delivery
discrepancies and maintaining transparent communication.
• Supported process improvement initiatives, reducing delivery delays by 25%.
• Managed scheduling, reporting, and administrative documentation to support
management and operational decisions.
• Provided proactive support by tracking shipment progress, identifying potential delays,
and offering solutions to ensure on-time deliveries.
• Handled customer inquiries, complaints, and requests, ensuring professional and
prompt resolutions while maintaining high standards of customer service.
• Ensured compliance with company policies and industry regulations regarding
shipment, packaging, and handling, maintaining safety standards throughout
operations.
• Worked closely with logistics partners, transportation carriers, and vendors to ensure
that the shipping process runs smoothly and efficiently.
• Analyzed data related to shipping and logistics operations, providing feedback and
insights to improve operational efficiency and customer satisfaction.
• Developed and implemented process improvements to optimize workflow, reduce
costs, and enhance service delivery, driving overall operational excellence.
• Prepared and managed reports on shipping performance, delivery times, customer
satisfaction, and any operational issues, ensuring continuous improvement in service
quality.
Achievements:
• Reduced administrative delays by introducing centralised scheduling and
communication templates.
• Successfully implemented a new tracking system that improved shipment visibility and reduced client follow-up calls by 30%.
• Improved client retention through proactive engagement and timely problem-solving,
reducing complaints by 30%.

Sales coordinator

с 10.2018 по 08.2020 (1 год 11 месяцев)
ISI, Kyiv (Telecommunications and networking)

Contacted prospective customers by telephone to discuss their interest in life and health insurance products.
Explained the purpose and benefits of life insurance, including how it could provide financial protection for customers and their families.
Identified customers’ needs and recommended appropriate insurance options based on their circumstances and priorities.
Clearly explained policy features, potential benefits, eligibility requirements, exclusions and the next steps in the application process.
Confirmed customer information and carried out initial eligibility checks before progressing applications.
Generated leads, followed up with prospective customers and supported them throughout the sales process.
Responded to customer questions and addressed concerns professionally to help them make informed decisions.
Used a consultative sales approach to build trust, understand customer needs and promote suitable insurance products.
Assisted customers with completing application forms and ensured information was recorded accurately.
Referred qualified customers to licensed insurance advisers for regulated advice, policy recommendations and completion of sales.
Liaised with insurance advisers, underwriters, legal representatives and compliance teams to support applications and resolve policy-related queries.
Maintained accurate records of customer conversations, preferences, applications and follow-up activities.
Followed data-protection, confidentiality and regulatory requirements when handling customers’ personal and financial information.
Worked toward individual and team sales targets while maintaining high standards of customer service.
Developed and maintained up-to-date knowledge of life and health insurance products and industry procedures.

Образование

National Aviation University

Software Engineering, Kyiv
Высшее, с 2019 по 2023 (4 года)

Дополнительное образование и сертификаты

Foundations of Cybersecurity; Google Certificate

11 months

Знания и навыки

• Programming
• Cybersecurity
• Microsoft Copilot
• Data management
• AzureAD
• MS Office
• MS Outlook
• Communicability
• Documentation management
• Discipline
• Critical thinking
• Technical support for users
• Work with clients
• Customer orientation
• Honesty
• Stress resistance
• Leadership
• Team management
• Management of CRM
• System Center DPM
• Ring central
• DAT

Знание языков

• Английский — свободно
• Украинский — начинающий

Дополнительная информация

Customer-focused support and operations professional with experience assisting customers, processing service requests and coordinating with internal teams in fast-paced environments. Skilled in managing enquiries across multiple communication channels, maintaining accurate records, resolving complaints and escalating complex issues when necessary. Proficient in Microsoft 365 and customer management systems, with strong communication, problem-solving and organisational skills. Seeking a Customer Support or Logistics Operations role where I can contribute to efficient order processing, delivery coordination and a positive customer experience.