lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: support, HR , Administrator
Category: Support
Experience: 0.5 years | English: upper

I am an ambitious, young personality full of ideas and energy. I am a hard-working, honest individual. I am a good timekeeper, always willing to learn new skills. I am friendly, helpful, and polite, have a good sense of humor. I can work independently in busy environments and within a team setting. I am outgoing, tactful, and able to listen effectively when solving problems.
•	Remote sales manager specialist (07/2020 – 09/2020)
Responsibilities:
Receiving calls and processing requests from clients (Russian, Ukrainian, and English) from Instagram, Facebook and prom.ua marketplace;
Telephone and written consultations on the products of the store;
Accompanying the full sales cycle until the receipt or return of the goods;
Maintaining the entire process in a 1C program;
Payment control;
Coordination of delivery to a convenient place and time for clients;
Filling out questionnaires with clients;
•	Office manager (02/2022-10/2022)
Responsibilities:
Organizing meetings and managing databases;
Booking transport and accommodation;
Organizing company events or conferences;
Ordering stationery and furniture;
Dealing with correspondence, complaints, and queries;
Preparing letters, presentations, and reports;
Supervising and monitoring the work of administrative staff;
Managing office budgets;
Liaising with staff, suppliers, and clients;
Implementing and maintaining procedures/office administrative systems;
Delegating tasks to junior employees;
Organizing induction programs for new employees;
Ensuring that health and safety policies are up to date;
Using a range of software packages;
Attending meetings with senior management;
Help colleagues with learning English;
Prepare learning programs and class plans for teaching English; 
Partner with HR to maintain office policies as necessary;
Organize office operations and procedures;
Coordinate with IT department on all office equipment;

Manage relationships with vendors, service providers, and landlords, ensuring that all items are invoiced and paid on time;
Manage contract and price negotiations with office vendors, service providers, and office lease;
Provide general support to visitors;
Creation of presentations to present the company to new clients;
Translation of documents;
Interaction with the outsourcing team:
Constant interaction and communication with foreign partners;
Signing documents with international partners;
Send confirmation reminders;
Work in such programs as: DocuSign; Citrix Workspace; Excel.
Position: Support/HR manager
Category: Support
Experience: 7 years | English: upper

My hard work and experience at foreign languages school gave me the understanding that most of all in my new job- I need to be be useful, help people and solve problems; and most importantly - to do this with the help of the tools I have gained and ready to use .There are no problems at work - there is a task that needs to be solved as efficiently as possible.
Anglik School  (foreign languages school) (2015-2022) 
Office manager (Administrator) 2016-2018
• preparation of methodical material and conducting classes according to the author's communicative method of the school (children and adults)
• meeting and consultation of potential students (presentation of the methodology, initial materials, invitation to a trial lesson)
• creating a pleasant impression of the school and teachers; friendly and warm atmosphere in the school for students
• testing of students on the language level knowledge and coordination of the studying plan (group/individual lessons)
• individual approach to each student
• formation of groups according to levels, coordination and scheduling teachers’ work 
• quick and effective resolution of non-standard situations, resolution of conflict situations (always to the advantage of the student and parents)
• acceptance of payment and monitoring of timely payment by students
• purchase of necessary materials, teaching aids for teachers and staff
• organization and holding of the thematic holidays

Standard manager (promotion in 2018)
•	coordinating schedules; teachers’ and office managers’ work 
•	Providing job interviews (teachers and office managers) offline and online 
•	Team leading&team bulding programme, trainings for a new staff
•	-Presenting school method education for potential students; testing their current English level (from Starter to Advanced) 
•	Incessant students support; quick and effective resolution of non-standard situations, resolution of conflict situations (always to the advantage of the student)
•	Events organization (celebrations, professional days, corporate presents etc.)
•	Payments control 
•	Creation of contracts with corporate companies, invoices and acts for payment (invoices and acts drafting)
•	Formation and creation of the necessary algorithms for the academic semester (group and individual classes)
•	 Another current tasks during working hours, which helped school to improve
Interesting tasks
Communication
Team work
Schedule (without night shifts)
Position: Support/junior product manager
Category: Support
Experience: 1.5 years | English: upper


Outgoing and motivated ex-cabin crew member with a strong customer-oriented approach and excellent communication skills had almost 5 years of experience in the aviation industry. During this period of my career, I learned to process technical information, take effective and quick solutions, and overcome stressful situations. A year ago, I joined to support team in one of the largest IT companies in Ukraine. After 9 months of intensive work, for the first time in the history of the department, I got the opportunity to become a middle support representative in such a short period. But I have no limit and want to advance.
Position: Support L2\L3
Category: SQL
Experience: 0.5 years | English: intermediate


Luxoft / DB : Kiev
Investment bank / global markets
Feb 2019 - May 2019
L2/L3 Support Engineer
Project: External Regulatory reporting and controls in one of the top tier investment banks.
Providing full cycle software development services (starting from high-level requirements definition and through to detailed technical design and implementation) including 24/7RTB  SL2/SL3 (in order to guaranty quality of reporting for multiply jurisdictions CFTC, ESMA, MIFID2,HKMA,MAS, ASIC etc.) and BTB devOPS/CM production and non-production application support.
Responsibilities: 
	Provide hands on technical support and post-mortem root cause analysis using ITIL standards of Incident Management, Service Request fulfillment, Change Management, Knowledge Management, and Problem Management.
	Actively address and work on user and system tickets in the Service Now ticketing application
	Real time monitoring to ensure application OLA/SLAs are achieved and maximum application availability (up time) using an array of monitoring tools.

School 294 : Kiev
IT Helpdesk Specialist
Sep 2012 - Sep 2013
System Administrator
Project: Maintenance, configuration and reliable operation of computer systems. Ensure computer performance and security to meet the needs of users. Maintenance network infrastructure,  switches and routers, and diagnoses problems with them or the behavior of networked computers. Participation in the purchase of new equipment, the deployment of new software, support for disk images for new computer installations, making sure that licenses are paid and updated for software that it needs, maintaining standards for server installations and applications, controlling network performance, checking for security breach.
Responsibilities: 
	Applying operating system updates, patches, and configuration changes. Installing and configuring new hardware and software. Answering technical queries and assisting users. Troubleshooting any reported problems. System performance tuning. Ensuring that the network infrastructure is up and running. Configuring, adding, and deleting file systems.
Enthusiastic specialist with a wealth of experience in supporting and troubleshooting, well know how to communicate and act with user needs. Looking to continue working in the IT company with experienced collective, which will help me to grown-up as a solid specialist.
Position: Support L2/System administrator
Category: Sysadmin
Experience: 11 years | English: upper

Courses  of Clouds Technologies:
1.Took a DevOps [Kyiv] Spring 2019 course at EPAM - I gained knowledge and understanding of DevOps culture processes
2. . I have сompleted ELEKS University course of DevOps (Azure) Camp 2021
•	understanding of network topology and technology, OSI model, TCP/IP protocol, DNS, DHCP
•	linux server distributions (Ubuntu, CentOS), webmin, squid, cron, screen, ifconfig, ssh
•	antivirus products: Norton Symantec Corporate 10, ERAS+ESET, mcafee endpoint security
•	windows services: Active Directory when using GPOs, DHCP, WSUS, TS
•	administration of servers based on Windows 2k, 2k3, 2k8, 2012, 2016, AD+GPO, DNS, TS+1C 7.7, AVG InternetSecurity Business Edition, client-banks, Art-Master software, Best Zwit.
•	working with products such as SCOM, MOM, MOF (Microsoft Operation Framework) Shelf to resolve queries and incidents related to production tasks
•	understanding of ServiceDesk/HelpDesk business process structure according to ITIL and ITSM standards.
•	Asterisk IP Telephony Administration
•	technical support and advice to users (ticket-system OTRS, GLPI)
•	Network administration - TP-Link, D-Link, Cisco SMB, Mikrotik
•	Services support - TS, CUPS, DHCP, PXE-Boot, FTP
•	office equipment: Canon, HP, Zebra, HPRT, TSC
•	Monitoring: Grafana, Zabbix
•	Logs: ELK
Position: Support Lead
Category: Support
Experience: 7 years | English: fluent

Built all needed custom support reports in our database using various metrics and attributes. Had some experience with databases earlier but had to improve my skills going through some training.
Current responsibilities:
Oversee overall performance of a team of 12 people who provide non-tech support.
Responsible for interviewing, hiring upgrading, promotion, salary raise etc.
Would like to have a managerial role.
Position: Support Lead
Category: Support
Experience: 2.5 years | English: upper


CUSTOMER SUPPORT REPRESENTATIVE, RETAIN
"Simply Contact"
Feb 2019 - Mar 2020
"Simply Contact" is an outsourcing company that provides call center services.
Worked as a senior customer support agent. I was working in the customer retention department. We’re receiving calls regarding cancelation or changes of the flights. Used to learn GDS systems: Amadeus and Sabre used their own CRM system. Additionally, to that, it was stressful. We used to take care of annoyed customers. Some of them were aggressive but still, I had to handle it. So now I have a huge experience in customer support. Later a few months from the beginning, I participated in opening a project in a different city (Poltava). To be precise, I was attracted as a coach and mentor for newbies. So, I had a great opportunity to gain some very important leadership skills, and liked it. Left it because had to travel with my GF to a different country.
CUSTOMER SUPPORT REPRESENTATIVE, TSR III
Nextiva
Apr 2021 - Present
Taking care of customers' issues over the phone. Assisting with troubleshooting VoIP system via NextOS portal, Pactolus (old platform), CP, and New NextOS platform. In addition to assisting customers with their desk phones (connecting, configuring, fixing), providing network diagnostics to find out where can be an issue with connection and providing amazing service with good replies from our customers.
Was able to be promoted to the TSR III in almost a year.
Was participating in the STIR/SHAKEN queue project to handle the
calls related to it.
Position: Support Lead
Category: Support
Experience: 11 years | English: upper


Employer: B2B Soft Inc., eHopper project
Dates: 09.2020 – 02.2022
Position: independent support associate contractor
Duties:
 technical and client support for an eHopper cloud software
 handling incoming requests from clients
 software and card terminals setup on customer side (remotely)
 trainings for a new clients and agents
 dealing with issues on the client side
 communication with dev, qa, sales teams
 hardware and software troubleshooting
 back-office tasks
 handling internal reports

Employer: Outsourcing contact-center “Contactis”, WizzAir project
Dates: 04.2016 – 07.2020
Position: supervisor, project manager deputy
Duties:
 agents group work organization (10-25 people)
 interviews with newcomers and onboarding process
 agents' training's
 KPI control
 work schedule control
 quality control
 orders, tickets, and call processing
 data processing
 payments control (Wirecard, Adyen and others)
 back office tasks
 reporting
 maintaining and filling an internal knowledge base

Employers: several companies, including Global Logic, DEKS, Mobox, SEA, PC “Networks and systems”
Dates: 2011 – 2016
Positions: team lead, technical specialist

Employer: NPC "Ukrenergo"
Dates: 11.2007 – 07.2011
Position: leading engineer, team leader deputy
 calculation and control of a high-voltage power network modes and it high and low voltage equipment
 data gathering for a planning of a high voltage equipment renovation schedule
 projects reviewing and data check
 reporting
Position: Support Lead
Category: Support
Experience: 4 years | English: upper

- Increased SLA to 95-98%
- Increased FCR to 71% (from 62%)
- Reduced Average 1st response time at 50%
- Manage a team that no one left for 2.5 years
- Several Ideas were implemented into new features
For last 3 years leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies, and goals. During this time me with team implemented several solutions (integrate Freshdesk, Hotjar into Slack, rebuilt workflow in FreshDesk, started using Notion) which allow us to reduce first time response at 50%, increase SLA to 95-98%. Also took part in developing (as person who was an advocate of our Users) new platform for our product, testing MVP. Responsible for maintaining customer's payments via Braintree & PayPro Global. 
Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
Also was one of creators of QA process in department. Provide quality metrics to assess project progress and quality level.
Inspect and monitor project activities.
Night Shifts not for me.
Position: Support Lead
Category: Support
Experience: 8 years | English: intermediate


L1\L2 support, customer support, organization team work, manage corporate systems, Jira, Confluence, etc CRM system, Office365, manage users and administration, preparation and implementation of changes in process logic
- manage the support team;
- monitor the KPI of the team, the quality of service and the correctness of answers to customers;
- to guarantee that no client will be left without an answer and will receive advice on all his concerns;
- form a team, participate in the hiring process;
- to automate and improve work processes;
- participate in global projects and within the company to improve products and optimize user experience
Position: Support Lead
Category: Support
Experience: 7 years | English: fluent

- Decreased the reopen ratio of tickets from 15% to 0.5%, globally. 
- Created and maintained a knowledge base for the whole project.
- Developed monitoring events for the team. 
- Converted customers into raving fans.
- Established the processes of knowledge transfer between ops and dev teams.
- Achieved ServiceNow Administrator cert.
- Increased CSAT rating from ~3.7 to 4.2 out of 5.
My overall experience as a support guy is 5 years in a row at the moment. 3 years ago I was promoted to a team lead in a product company and currently, I manage three ops teams consist of 16 people in total. 

For the last three years, I’ve been working with the ServiceNow platform, covering all admin processes plus some dev tasks. 

As for my main technical points, I’d highlight:
- SQL
- XML
- Basics of JS
- HTML
- SOAP
Position: Support Lead/Customer care expert
Category: Support
Experience: 5 years | English: fluent

1. While working in B2B Sales (as an Account manager), I had a monthly plan to sell products worth 5.000 EU, but I did 15.000 EU.
2. I was happy to see that after my training sessions one of our CSRs improved his working with objections and communication skills and grew up to a higher position.
3. I optimized the workload in my team. Therefore, we could pay more attention to new tasks. 
4. I have built KPI and quality control processes for the CS team from scratch
5. I built a healthy environment in the QC team, where each team member could share his/her pains, ideas, and feedback without fear 

More achievements I've described above :)
My most recent position is Quality Control Team Lead (1,5 years):
- Implemented KPI and quality control processes from scratch for the support team, billing team, and other project niches;
- Built and managed a team of 16 people;
- Increased first reply time in chats from 75 seconds to 30 seconds;
- Increased CSAT from 70% to 92%;
- Established training and onboarding processes for the support team (created a Knowledge Base from scratch with over 400 articles and more than 1000 templates, implemented onboarding and testing);
- Implemented process automation using various Zendesk tools (e.g., automatic identification of high-risk chats, automatic ticket field population and data collection, automated emails/follow-ups for users, etc.);
- Integrated AI into the support and quality teams' processes (e.g., 100% of the team is proficient in using ChatGPT to solve customer issues ,etc);
- Within a year, each team member grew from a Junior to Middle/Senior level and became the owner of one or more areas of work within the team;
- Established communication with the marketing team to optimize traffic and inquiries coming into the chats. 

I also have experience in the following roles:

1. QC Training Manager, where I created and conducted training sessions for the support team, evaluated CSRs work on chats, calls and emails (1,5 years)
2. Support Agent, where I handled customer inquiries through chats, calls, and emails, worked with clients from the USA and Europe, and focused on customer retention (1 year)
3. Account Manager, where I found potential partners through social media, attracted them to the company, negotiated agreements, and managed clients from beginning to end (1 year)
4. Project Manager, where I sold participation to companies in international exhibitions, organized exhibition programs, and represented the company at these exhibitions (in the UAE, Kazakhstan, Ukraine, etc.) (6 months)
I want to face many challenges at work and improve my professional skills and working processes by going through them. 

I enjoy building processes from scratch, having autonomy, and the ability to influence the business/product. One of my core values is freedom, so I dislike micromanagement.

A healthy team atmosphere is also important to me, where openness and honesty prevail, and people are not afraid to give feedback and can have a coffee break with the CEO.
Position: Support, Lead genaration, Sales, Marketing
Category: Support
Experience: 2 years | English: fluent

Working in USA Washington Seattle are for two years
My strengths are in: 
- Performance Measurement, Focus, and accountability;  -Time management  -Teaching skills, listening skills and interpersonal skills  -Problem identification and resolution   -Public Presentations/Speaking  -Teamwork  -Conflict Resolution  -Budget/spending control  -English language skills  -Adaptability without losing focus  -Capitalizing on opportunities
Opportunity to grow in career
Position: Support Lead, Head of Support, Support Engineer
Category: Support
Experience: 3 years | English: fluent

ITIL 4 Foundation, PeopleCert;
Certified Agile Service Manager (CASM®), DevOps Institute;
How to create a Jira SCRUM project, Coursera Project Network;
Introduction to Agile Development and Scrum, IBM;
Leading Teams: Developing as a Leader, University of Illinois at Urbana-Champaign;
ITIL® 4 Specialist: Create, Deliver and Support, Good e-Learning;
“Grammar and Punctuation,” Coursera;
N-iX
Technical Support Engineer
(Sep 2021 -Dec 2022)

Providing support related to technical and software issues (September 12, 2021 -October 10, 2022 -> Solved Tickets: 3599; FTR: 6.7 hrs; SR: 96,7%);
Processing new orders on Docebo;
Setting up users via API;
Setting up users in a bundle using CSV;
Creating and updating progress, completion rate, license assignment, exam results, and course survey reports;
Creating course extensions;
Ordering and releasing exam vouchers;
Creating and managing internal product documentation and training materials;
Setting up branded platform;
Setting up all notifications on the platform;
Creating and updating weekly support performance statistics presentations;
Responding to reviews on Trustpilot;
Verifying, testing, and reporting course bugs;

SupportYourApp
Team Lead
(Apr 2020 – Sep 2021)

Creating and managing internal product documentation and training materials;
Conducting training for new consultants according to the set Training Program and monitoring their progress on a daily basis;
Evaluating consultants’ results;
Conducting monthly team meetings on projects update, workshops, and tickets review;
Arranging team training;
Team schedules, ensuring full product coverage;
Monitoring team discipline and professional growth;

Support Consultant
(Oct 2019 – Sep 2021)

Providing support related to technical and software issues;
Discovering and reporting software bugs and critical issues;
Working with many ticketing systems (QCRM, Jira, Confluence, Zendesk, HubSpot, WixAnswers, Intercom);
Ensuring timely restoration of service for NTT clients by managing requests (Incidents, Service Requests, and Events) through to the successful completion; 
Providing remote support via mail, phone, or remote access and ensuring the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. Providing continuous feedback to clients and other parties and updating all systems and/or portals as prescribed by NTT procedures.
Managing software and informational services for B2B and B2C companies;
Position: Support, Lviv
Category: Support
Experience: 5 years | English: upper

Promotion from Junior agent to Supervisor in less than 1.5 year (English language is the main language).
	Best Agent/partner for 2016 (Greek Piraeus Bank call center numbers more than 300 employees).
	Candidate for best agent/partner for 2015. 
	Responsible of the shift of card support department when there is not Team leaders/(weekends celebrations ,meetings, night shifts)
         Special team for complaints.
CURRENT POSITION: Supervisor for Greek and English speaking markets for Lufthansa PartnerPlusBenefit program.

20 Sep 2019–31 Dec 2020 Customer support agent for Lufthansa PartnerPlusBenefit program.

24 Mar 2014–31 Dec 2018      Call centre Inbound agent card support in Piraeus Bank

21 May 2007–30 Apr 2008 Computer Technician