Вікторія

Viktoriia Dunchak
Result-oriented Customer Support Professional with over 4 years of
experience. Proven track record of managing high-volume inquiries,
resolving technical bugs, and improving user satisfaction.

EXPERIENCE

Happy Kids, Lviv — English Teacher
2018 - 2021
Personal Details
Responsibilities: [открыть контакты](см. выше в блоке «контактная информация»)
[открыть контакты](см. выше в блоке «контактная информация»)
● Conducted interactive English lessons for preschoolers using established Mykolaiv (Lviv region)
curricula, focusing on basic vocabulary and early language development. June 21, 1995
● Utilized diverse teaching aids and activities to maintain high levels of
engagement and participation among young learners.
● Monitored and tracked tuition fees, ensuring timely payments and accurate SKILLS
financial reporting. Customer support
● Managed student attendance records and maintained up-to-date
Technical issue escalation
documentation for internal reporting.
Ticketing systems (Zendesk)

User feedback analysis
SWEAT, Remote — Customer Support Manager
Knowledge Base management
2022 - 2026
Remote work proficiency
Responsibilities:
Problem Solving
● Resolved high volumes of user inquiries via ticketing systems (Zendesk),
Time Management
ensuring high CSAT.
● Identified, documented, and escalated technical bugs to the engineering Communication skills
team. Multitasking
● Monitored user feedback to identify recurring pain points and areas for
product improvement.
● Analyzed existing FAQs and Knowledge Base content, providing data-driven
recommendations for updates to enhance user self-service, reviewed and
proposed optimizations for macros to improve the accuracy and tone of voice
in customer communications. LANGUAGES

English - B2

EDUCATION
German - A1
Lviv Polytechnic National University | 2012 - 2017 Specialty: applied linguistics
(study of foreign languages, linguistics; basic computer knowledge).