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Опыт работы

Intake Specialist

с 11.2021 по 02.2023 (1 год 4 месяца)
PharmBills, Харків (Медицина, охорона здоров'я, аптеки)

- Work side by side with Ukrainian and American teams;
- Solve technical problems and customer requests;
- Contact customers by phone;
- Process incoming messages from various internal sources (automated task creation systems, emails, messengers);
- Analyze incoming problems and determine the correct way to solve them;
- Route incoming tasks to appropriate specialists within your team and other teams;
- Accompany the performance of tasks;
- If necessary, collect additional information to perform the task;
- Keep a history of tasks assigned;
- Keep records in the calendar and time counting system

Спеціаліст call-centre

с 01.2021 по 11.2021 (11 месяцев)
CoinBits, LLC, USA, Florida, Miami (IT)

1. Make an interview with potential candidates
2. Do a selection of candidates
3. Work at "Trello", "Microsoft Word", "Excel"
4. Deal with candidate's problems, support
5. Make cold/ hot calls, receive and reply on e-mail messages

Образование

University of Tartu (Estonia)

Project Management, Дніпро
Высшее, с 2025 по 2026 (1 год)

Micro-degree programme in Project Management

University of Patras (Greece), University of Medicine and Pharmacy Grigore T.Popa (Romaina), University of Kragujevac (Serbia)

Biomedical Engineering, Дніпро
Высшее, с 2024 по 2026 (2 года)

Erasmus Mundus Master in Biomedical Engineering (EMMBIOME), a two-year program in three universities, in Greece, Romania and Serbia

НТУ "ХПІ"

162 Біотехнологія та біоінженерія, Харків
Неоконченное высшее, с 2020 по 2024 (4 года)

Знания и навыки

• Python
• C++
• Pediatric orthopaedics

Знание языков

• Английский — продвинутый
• Китайский — выше среднего
• Украинский — свободно
• Норвежский — средний

Рекомендации

Olha Solonenko

Olha Solonenko

HR People Partner, PharmBills

Дополнительная информация

CORE COMPETENCIES
Equipment installation and commissioning | System upgrades and retrofits | Acceptance testing and functional verification | Troubleshooting and root-cause analysis | Electronic and sensor hardware | Customer training and handover support | Activity reporting and case documentation | Ticketing and reporting tools | Independent travel planning and scheduling | Cross-border project collaboration | Python, C++, Arduino | High autonomy and self-management

PROFESSIONAL EXPERIENCE
Customer Service Representative – first-line technical support | Nov 2021 – Feb 2023
PharmBills, Kharkiv, Ukraine, USA
PharmBills provides outsourced customer service and case management to US healthcare organizations. I worked in a team that served US customers directly, in close collaboration with the customer's own departments.
Responsibilities
• First line for incoming inquiries in 4 channels: phone, email, messaging services and automated case management systems.
• Troubleshooting and determining the cause of technical and administrative issues, with further escalation to the right professional resource.
• Ongoing documentation and follow-up of each individual case in the case management system until closure.
Results
• Handled approximately 115 cases daily in 4 channels and resolved around 75 of them in the first line. About two-thirds of the volume was clarified without burdening the specialist teams.
• Determined the cause of the remaining 40 cases before escalation, so that the professional resources received fully mapped cases rather than just forwarding them.
• Reduced repeat inquiries by explaining the cause and preventive measures to the user, so that similar situations could be resolved without new contact.
• Maintained full traceability through systematic case management, without a backlog in documentation.
TECHNICAL PROJECT EXPERIENCE
Master's Thesis Project – build, commissioning and fault diagnosis of a multi-system hardware setup | 2025 – 2026
Erasmus Mundus in Biomedical Engineering
Independent technical project carried out at the university's research laboratories, with full responsibility for equipment, implementation and documentation.
Responsibilities
• Construction, cabling, calibration and synchronization of 3 separate measurement systems: sEMG equipment with 500 Hz sampling rate, XSENS DOT inertial sensors and video equipment.
• Function check, operation and error correction during measurement sessions, as well as ongoing technical documentation.
Results
• Put the entire setup into operation from scratch and carried out complete measurement series on 9 subjects without lost data sets.
• Found and corrected noise, signal loss and synchronization errors during active operation, so that no measurement session had to be interrupted or repeated.
• Established function checks before each session as a fixed routine, which revealed errors before data collection rather than afterwards.
• Documented configuration, settings, deviations and measures throughout the period, and delivered a technical report that was approved by formal assessment.
PROJECT DELIVERY AND INTERNATIONAL COORDINATION
Co-organiser and Project Lead – international academic conference | 2025 – 2026
Erasmus Mundus in Biomedical Engineering
Delivered the conference from scratch with 1 colleague: 70+ attendees and 10+ speakers from 4 countries.
•Owned the full budget, obtained and compared supplier quotes, negotiated venue and equipment contracts, and secured external sponsorship.
•Planned and coordinated all logistics and deadlines remotely while relocating between 3 countries during the same academic year – sustained self-management away from a fixed base.
TECHNICAL SKILLS
Hardware assembly, wiring and calibration | Sensor instrumentation | sEMG acquisition hardware | XSENS DOT inertial sensors | Arduino and hardware prototyping | Python | C++ | Ticketing, case management and reporting tools | Microsoft Excel, Word, PowerPoint, Outlook, Teams | Technical documentation and reporting
LANGUAGES
Norwegian (good work skills), English (fluent, spoken and written), Chinese (good work skills), Georgian (basic), Ukrainian (native language), Russian (native language)