Illia

Illia Malkov
Customer Support Specialist (Billing & Retention) ​
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Ukraine (Open to Remote) - Verbytskogo st., 22/1, 253 Kyiv [открыть контакты](см. выше в блоке «контактная информация»), e-mail:
[открыть контакты](см. выше в блоке «контактная информация»)

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Summary​

Customer Support Specialist with 3+ years of experience in high-volume international
environments, handling complex billing, payment, and customer issues at scale.

Consistently delivered 90%+ KPI and QA scores while managing 60–100+ tickets daily under
pressure. Specialized in chargebacks, refunds, and de-escalation, with a strong focus on customer
retention and minimizing financial losses.

Recognized for clear communication, fast problem-solving, and the ability to maintain performance
in demanding, fast-paced environments.

Education​

•​ School №314

•​ IT Step Academy, Bachelor’s Degree in 3D graphics, web development and design.
Hard Skills​

• Customer Support (Email & Chat)

• Billing & Payment Systems

• Chargebacks & Refund Handling

• Conflict Resolution & De-escalation

• Customer Retention

• Escalation Handling

• SLA & KPI Management

• CRM Systems (Zendesk, etc.)

• English (C1 – Fluent)​
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Soft Skills

• Clear and confident communication in high-pressure situations

• Strong emotional intelligence and customer empathy

• Advanced conflict resolution and de-escalation skills

• High resilience to stress and ability to maintain performance under pressure

• Fast decision-making in ambiguous situations

• Ownership mindset and accountability for outcomes

• Adaptability to rapidly changing workflows and priorities

• Experience working with high ticket volume (60–100+ daily)

• Proven ability to independently learn complex tools (3D software, audio production), indicating
high adaptability and problem-solving skills

• Multi-instrumentalist, demonstrating discipline, focus, and strong auditory attention — skills that
translate well into communication-heavy roles
Languages​

•​ English – C1

•​ Russian– Native

•​ Ukrainian– Native

•​ German – B1

•​ Swedish – А1

Experience​

SALAD AND PIZZA MAKER | CAMALEONTE | 06.2018-08.2018​

DATING AGENCY TRANSLATOR | 07.2019-09.2019​
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FREELANCE PHOTOGRAPHER | 08.2019-PRESENT​

WEB DEVELOPMENT AND DESIGN, FREELANCE ORDERS | 09.2019-2021​
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CUSTOMER SUPPORT REPRESENTATIVE, US/UK/AU CLIENT BASE |
SUPPORTYOURAPP INC | 11.2020-03.2022​
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CUSTOMER SUPPORT REPRESENTATIVE - SHIPPING MANAGER, US/UK/AU/EU CLIENT
BASE| SKYCALL | 10.2022-04.2023​
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CUSTOMER SUPPORT SPECIALIST - FENIX INTERNATIONAL LTD | 06.2023-02.2026:​

➔​ RESOLVED 60–100+ CUSTOMER INQUIRIES DAILY WHILE MAINTAINING HIGH QUALITY AND RESPONSE
SPEED
➔​ CONSISTENTLY RANKED AMONG TOP PERFORMERS IN THE TEAM
➔​ MAINTAINED 90%+ KPI AND QA SCORES IN A HIGH-PRESSURE ENVIRONMENT
➔​ HANDLED BILLING ISSUES, REFUNDS, AND CHARGEBACKS, MINIMIZING FINANCIAL LOSSES
➔​ DE-ESCALATED COMPLEX CUSTOMER SITUATIONS AND IMPROVED SATISFACTION RATES
➔​ NAVIGATED INTERNAL SYSTEMS AND POLICIES TO DELIVER FAST AND ACCURATE SOLUTIONS
➔​ WORKED WITH INTERNATIONAL CUSTOMERS ACROSS US, UK, AU, AND EU MARKETS