Контактная информация

Соискатель указал телефон и эл. почту.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/6876601/

Опыт работы

Customer support representative

с 08.2023 по 06.2026 (2 года 11 месяцев)
NDA N/A, Дніпро (IT)

A London-based international company with multi-billion-dollar earnings that works as a platform for the creators to share and sell their creative work of explicit/non-explicit nature.

Under the terms of the NDA (Non-Disclosure Agreement) with the company, I am prohibited from disclosing the name of the company itself or any companies associated with it for the foreseeable future.

My main responsibilities were:
- providing timely support to the users of the platform (website) via chat/email,
- resolving technical and financial issues that may have arisen with the client`s account (non-payments, overdrafts, refunds, clawbacks, etc),
- verifying the client`s identity (KYC) and performing crucial changes on corresponding accounts (email/country of origin change, password/2FA reset, legal name change, account deletion, etc),
- keeping track of accounts adhering to our TOS and redirecting the tickets with department-specific issues to the responsible agents of said departments (Anti-Fraud, Content Management, GDPR, DMCA, Account Approval-KYC),
- following strict tickets/hour, tickets/day and ticket quality quotas (in which case I overperformed significantly).

Пауза в карьере

с 01.2023 по 07.2023 (7 месяцев)
Переезд

Customer Support Engineer

с 03.2021 по 12.2022 (1 год 10 месяцев)
Ciklum/Omada, Дніпро (IT)

Providing support with the customer experience in chat/ticket form in case of issues with the product. Resolving/ reproducing the issues to find the source of discrepancies with the product/ transferring to the R&D/TSEC specialists for final (tailored) issue resolution.

Healthcare/Benefits Concierge

с 06.2019 по 02.2021 (1 год 9 месяцев)
HealthJoy, Дніпро (IT)

Providing the concierge service to the product users, making healthcare simple by explaining their benefits, and assisting with locating the most cost-effective and high-rated physicians and facilities for their needs. My expertise allows me to investigate completely unknown topics and questions and find answers to them.

Customer Service Specialist

с 01.2019 по 05.2019 (5 месяцев)
Namecheap.com, Дніпро (IT)

Handling technical support inquiries, assisting with website functionality issues, resolving domain/ IP/ website access problems, and guiding billing questions (hosting subscriptions) and issues.

Образование

Oles' Honchar Dnipro National University

Psychology, Дніпро
Высшее, с 2014 по 2018 (4 года)

Дополнительное образование и сертификаты

Нет дополнительного образования и сертификатов.

Знания и навыки

• Здатність до навчання

Знание языков

Английский — продвинутый

Дополнительная информация

Education: Oles Honchar Dnipro National University, BA in Psychology

Core competencies:

- Customer Service - Billing Queries
- Complicated Topics Investigation - Savings Increasing Capability

Experience:

N/A (NDA)

Customer Support Specialist (CSS/CS)
Dnipro/London August 2023 - Current date

A London-based international company with multi-billion-dollar earnings that works as a platform for the creators to share and sell their creative work of explicit/non-explicit nature.

Under the terms of the NDA (Non-Disclosure Agreement) with the company, I am prohibited from disclosing the name of the company itself or any companies associated with it for the foreseeable future.

My main responsibilities were:
- providing timely support to the users of the platform (website) via chat/email,
- resolving technical and financial issues that may have arisen with the client`s account (non-payments, overdrafts, refunds, clawbacks, etc),
- verifying the client`s identity (KYC) and performing crucial changes on corresponding accounts (email/country of origin change, password/2FA reset, legal name change, account deletion, etc),
- keeping track of accounts adhering to our TOS and redirecting the tickets with department-specific issues to the responsible agents of said departments (Anti-Fraud, Content Management, GDPR, DMCA, Account Approval-KYC),
- following strict tickets/hour, tickets/day and ticket quality quotas (in which case I overperformed significantly).

Customer support engineer at Ciklum (Omada project)

Company security/Internal management system/ISO compatibility management
Dnipro/Copenhagen March 2021 - December 2022

Providing support with the customer experience in chat/ticket form in case of issues with the product. Resolving/ reproducing the issues to find the source of discrepancies with the product/ transferring to the R&D/TSEC specialists for final (tailored) issue resolution.

Healthcare/Benefits Concierge at HealthJoy

All-in-one medical benefits platform, Patient advocacy service
Dnipro/Chicago June 2019 - February 2021

Providing the concierge service to the product users, making healthcare simple by explaining their benefits, and assisting with locating the most cost-effective and high-rated physicians and facilities for their needs. My expertise allows me to investigate completely unknown topics and questions and find answers to them.

Customer Service Specialist at Namecheap.com

Website Hosting Provider/
Dnipro, January 2019 - May 2019

Handling technical support inquiries, assisting with website functionality issues, resolving domain/ IP/ website access problems, and guiding billing questions (hosting subscriptions) and issues.

Key Skills
• Expertise in the customer support industry
• Advanced level of English
• Good understanding of human-human interactions through empathy
• Friendly & approachable, polite
• Ability to listen, anticipate, and accurately understand instructions
• Ability to multitask and manage competing priorities in a fast-paced business
environment, while maintaining high standards of quality and accuracy
• Excellent organisational and communication skills, self-motivated and focused
• Hardworking and flexible with the ability to adapt to the environment
• Experienced in working under pressure in an extremely fast-paced environment