lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Support Agent
Category: Support
Experience: 5 years | English: fluent

- Orchestrated a comprehensive system migration project, transitioning all accounts from a legacy system to a novel platform, which resulted in 100% positive feedback from end-users due to the stress-free and 
seamless process.
- Designed account-based maintenance reports that helped monitor and measure user behaviours and usage of the product to inform ongoing refinement of the product roadmap and suggest more ways users could benefit from the platform.
- Spearheaded a critical internal Airbnb migration project, comprehensively defining the scope, recruiting team members, charting the timeline, managing the team of 10+ customer coaches, and formulating training materials, culminating in a successful transition in time within the located sources.
- Provided first-level contact and resolutions to customer issues, escalating complex queries to the development team, and recommending key procedural improvements, maintaining a 92% customer satisfaction rate across 19,000 tickets; personally resolved over 4,900.
I've worked remotely for US-based companies in customer-facing roles. I started as a customer coach in a mid-size company, gaining experience in customer support, education, and product implementation. I was one of the first team members to be promoted to Senior Customer Coach, I gained experience in team and project management. From there, I moved to a smaller private company, where I worked as a Product Analyst. I managed customer inquiries, trainings, and played a vital role in the company's communication with the development team.

One of my proudest achievements was leading the implementation of a novel version of the platform that improved the user's experience and was significantly faster. I also led an internal Airbnb migration project, managing a team of 13 people to complete the project within the time and budget. 


My areas of expertise include Project & Change Management, Customer Support & Service, Product Training & Onboarding, Requirement Gathering & Analysis
My key strength is my ability to collaborate effectively with cross-functional teams. I believe that teamwork and proper communication are essential for success, and I work hard to ensure that product development is aligned with the company's broader goals and customers' expectations.

I take pride in my work ethic and attention to detail. Additionally, I am committed to ongoing learning and development, and I am always looking for ways 
to improve my skills and stay up-to-date with industry best practices.
No call center
No night shifts
Position: Support Agent
Category: Support
Experience: 1 years | English: intermediate


I worked, as a Support agent at Clario Tech DMCC. 
I was supporting people, with issues they were facing with Antivirus application named MacKeeper. Also, provided people with questions they had about our company, subscriptions and also sold subscriptions to our Product).
I am ready to work on the same Position or as a Billing agent. 
Open to learn new technologies and prosper as much as possible.
Position: Support Agent
Category: Support
Experience: 3 years | English: fluent


Since 2019 I’ve been working as a Customer Support Agent for various projects and companies including FinTech, Healthcare, IT, et cetera.
Typically, each company would have its own CRM or ticketing system (I specified which ones I’m familiar with in the skills section + it is in the resume as well).
Apart from that, a big part of every job was to compose emails, talk to clients through phone or Teams chat/meetings.
I’m seeking a job where I could apply my experience and preferably with remote or hybrid position,
Position: Support Agent, Community Manager, Account Manager
Category: Support
Experience: 8 years | English: upper

Development and control of an automated support service system launch.
Worked on creating in-house system for supporting VIP customers, including internal/external QA, special CRM, analytics, personal benefits program for VIPs etc.
- Community manager and Support agent 
providing technical support to customers of computer games, 
maintaining pages in social networks and forums, 
creation and editing different texts for the gaming community, 
handling tickets in Kayako/Zendesk and other support system, 
creating JIRA bug reports, 
communication with devs teams.

- Account Manager 
Providing technical support to top depositors of the company's
Participation in the development of an automated work system
Creation of a training system for account managers
Conducting trainings and internships for account managers.

- Account Management Team Lead/Player Support Team Lead
Organization account management team work
Building and optimizing a system for player support
Development of a user-friendly knowledge base
Development of an automated support service system
Conducting interviews with candidates
Creating a training program for new employees.
Phone calls not really my love
Need two fixed day-off per week
Position: Support Agent, Customer Success Manager
Category: Support
Experience: 1 years | English: fluent


I have 6-month worth of experience in a 24/7 customer support team of a payment method start-up (Splitit). I do not get lost in stressfull situations, know how to calm down a person within 3 minutes and how to say "no" preserving client's self-worth image.

 For Magonova & Partners Agency I have transalated articles on energy security and sustainability, created posts for their Linkedin and assisted Kosatka Media as news editor for an English version of their web-site.
I have cooperated with Madfish Solutions to edit, lay out and adapt their presentation for Blockchain Tezos Hackathon.

English - С1
French - В1-ish
Ukrainian, Russian - native
Position: Support agent, support team lead, support lead
Category: Support
Experience: 5 years | English: fluent

ACSP Certification
CompTIA Security + Certification
Top performer of the year
Mentoring agents from my ex-team to skilled support professionals 
Customers love :)
Present: Clario Support Agent
 Personal Cybersecurity Expert.
 Supporting world-class security solution customers.

2018-2020: Tech Supervisor
 Resolving and reporting advanced issues.
 Team management, mentoring, and help.
 Personal projects and researches.
 Automated optimization and fixing utility maintenance, integration, and development.

2017-2018: Remote Assistance Support Agent
Loggin and answering customers’ questions via chat, phone, and emails.
Troubleshooting advanced software-related issues on a remote connection.
Configuring, optimizing, and troubleshooting Mac, Windows, and mobile devices.

2016-2017: MacKeeper Support Agent
Providing customer support via chat, phone, and emails.
Handling and resolving customers’ issues.
Troubleshooting software-related issues on Mac on a remote connection.

2013: System Administration in the district heating facility
University practice. Maintaining computers and software
Position: Support Agent, Technical support
Category: Support
Experience: 4 years | English: intermediate

• In less than two months learned how to write excellent search queries for monitoring systems and setting up effective monitoring via such systems as LOOQME,
Webhose, Mention, and YouScan

• Updating the whole customer knowledge base according to product updates

• Training and support of new employees
• Optimizing of departmental work and
coordination of the support team's
workflow.

• Training new agents and providing
support during the nesting period.

• Communicating with the product
manager and IT department for product
improvements.

• Product testing (manual testing, bug
tracking, and usability evaluation).

• Working with customer search queries:
creating, adjusting, and configuring them.

• Providing technical support to potential
clients by creating test accounts for the
product.

• Actively communicating with
customer/success managers and other
departments to ensure the fastest resolution.

• Updating customized report templates in
HTML/DOC.
I am not considering at this time a 12-hour schedule or night shifts.
Position: support analyst
Category: Support
Experience: 0.5 years | English: fluent

I am proud for working with great teams, communicating with the guests of different proffessions and cutures.
Being in a hospitality sphee for 11 years, had a break and tried myself in customer support for 3 month. I am willing to gain new knowledge and experience.
I am waiting for stable working place with high opportinity to learn and develop myself.
Position: Support analyst
Category: Business Analyst
Experience: 4 years | English: fluent

Tech and digital production industry opened up the possibilities for me to be creative, supportive, and empathetic. This results in loyalty and customer satisfaction.

I have enjoyed many customer-oriented positions in gaming, entertainment, crypto, and hospitality.

I'm all about that communication effectiveness, my values:
- transparency
- relevance
- personalization 
- emphasis 
- conciseness

I am all about exploring: the best recharge is a trip to a new county.

I appreciate the creative and mysterious part of our world in all its expressions.
Former support teamleader | Bilingual: English and Ukrainian 
Excited to challenge myself on a new level!

Professional Skills
CRM integration and management - Creatio / bpm_online, (Terrasoft) | business processes and platform analysis |
English, Russian and Ukrainian languages | Service quality assurance | Team leading
Position: Support analyst
Category: Support
Experience: 2 years | English: intermediate


I work with SRM system. I am configuring this system for each customer and support it. Work with sql and basic c#. Sometimes I write bug reports and make some testing. This SRM system support possibility to write c# functions for specific buttons which is needed for specific customer. I have experience as a speaker on training where I've told about part of project.
Position: Support analyst
Category: Support
Experience: 2 years | English: fluent


- Organization and conducting of video and audio conferences, webinars and pollings for international companies and holdings.
- Conducting live streams and video calls on Zoom, MS Teams, WebEx, Knovio, OBS and Veracast platforms.
- Organization and running of team trainings.
Position: Support Analyst
Category: SQL
Experience: 1.5 years | English: intermediate


Finished University bachelor degree in computer science. Working in Global Staffing Support for 1.5 year at Support analyst position. Also, I have a lot of experience with DBA and communication with clients.
Position: Support Analyst
Category: Support
Experience: 2 years | English: upper


For more than 2 years, I have provided support to customers in various e-commerce (Woocommerce, Shopify, Bigcommerce) stores. My main responsibilities include

Responding to customer questions and concerns in a timely and efficient manner via email, phone and chat, making sure their needs are met and issues are resolved to their satisfaction.
Guiding customers on the use of our products and services, providing expert-level technical assistance as needed, ensuring that they can take full advantage of the benefits of our platform.
Keep detailed records of customer interactions, track issues and resolution progress, and identify patterns in customer feedback to ensure continuous improvement of our products and services.
Collaborating with product development and sales teams to identify opportunities for improvement or new feature development based on customer feedback and questions.
During my time at the Stores, I gained extensive experience in customer service, including proficiency in handling complex customer interactions, providing expert-level technical support, and utilizing customer service software and tools. I also developed excellent communication and problem-solving skills that enabled me to effectively collaborate with customers and team members to achieve common goals.

Overall, my support experience has enabled me to provide exceptional customer service and customer success.
Position: Support Analyst, Data Engineer, Developer, QA
Category: QA Automation
Experience: 11 years | English: upper


As Software Developer (PROGRESS OpenEdge developer)
• Migrate the Procurement and eCommerce
departments functionality from console product 
version to browse version
• Provide accurate incident resolution and service 
request management, within established time 
frames, meeting or 
exceeding customer’s requirements and 
expectations.
• Taking ownership of incoming customer support 
requests pertaining to software and perform initial 
investigations and diagnosis through to incident 
resolution.
• Troubleshoot customer software incidents and identify 
root causes of software problems.
• Fix software configuration issues and test solutions prior 
to customers implementing solution.
• Support continuous improvements of the product and 
customers experience by proactively identifying and 
researching potential challenges and creating solutions.
When became to new position of eCommerce module 
owner from 2015
• Investigating and developed the eCommerce needs 
from the customers.
• eCommerce Implementation on the clients’ site.
• Defining the new features to be done in the project.
• New features design and documentation.
• Control testing process of the eCommerce
department. Test data preparation for QA team.
• Making integrations with third-party providers of 
eCommerce data
• Processing and analyzing big data

As SDET/QA Engineer
 Complex multilevel testing including DB results comparison 
 Creating corporate frameworks for app coverage with 
 autotests 
 Writing automation tests to check both UI and API tasks
 Making integrations with third-party systems for QA needs 
 Pre-test preparations: environment installation, build, 
 deploy and run applications. 
 Test case / Test Plans writing.
Classification: Confidential
 Troubleshooting customer software incidents and identifying
root causes of software problems.
I don't want to work in blockchain, gambling, crypto
Position: Support Analyst  | Deputy Head of Support
Category: Support
Experience: 3 years | English: upper


Support Analyst 
Creatio |  March 2023 - Present
Creatio is a global vendor of software to automate workflows and a CRM with no-code development.

My responsibilities:
Providing technical support and personal consultations online.
Setting up and solving problems related to the operation of client databases.
Debugging of user developments
Customising client systems using JavaScript and the internal Creatio framework.
Setting up custom integrations with third-party systems (via APIs, Webhooks, Sockets)
Teaching newbies.
Making plans for future improvements to the platform. 
Communicating and assistance to developers or QA.



Technical Support Specialist | Deputy Head of Support
SendPulse | September 2020 - March 2023
SendPulse offers marketing tools to empower business’s marketing efforts, bring in more leads, and convert them to customers. 

 My responsibilities:
Providing customer support online and over the phone.
Solving personal problems of the company's regular customers, fixing bugs.
Managing and training a support team, building support processes.
Teaching newbies.
Tracking bugs and creating feature requests. 
Communicating and assistance to developers or QA.
Working with servers and monitoring them.
Settings HelpDesks.
Position: Support Analyst / Junior Project Manager
Category: Project Manager
Experience: 2 years | English: upper


Completed IT Project Management course at IT Academy Nikos-LTV (July 2023)


Middle Support Analyst at Intent Solutions Group (April 2020 - June 2022)

Project description: Service for online events/meeting delegation.

Duties and Responsibilities:
Providing support to clients at online conferences via Zoom
Running online conferences, webinars, and live broadcasts
Filling client's platform with branded content;
Setting up and live broadcasting of the client's presentation via the company platform
Providing tests of the client's devices before virtual conferences
Setting up online meeting rooms for virtual events
Organization of virtual conferences with major banks. Communication with clients and preparing of future conferences
Delivering client requests to the relevant company internal departments
Managing a team of video specialists during the conference, controlling and troubleshooting the event execution
Preparation of the report from the conference and its transfer to the client


Facility manager at Dutchstar, an international company (March 2019 – February 2021)

Duties and Responsibilities:
Assigning staff to relevant properties
Scheduling, coordinating, and controlling the work processes
Planning and coordinating refurbishments
Resolving customer complaints
Position: Support and Sales Specialist
Category: Sales
Experience: 7 years | English: fluent


More than 7 years of customer support and 2 years of sales experience.
Fluent in French and English.
Worked with different international companies, not only as a support and sales specialist, but also as an employee trainer
Position: Support/Application support engineer
Category: Sysadmin
Experience: 3 years | English: upper


Executive Summary :

	Support Engineer with overall 3 years of work experience
	Experience with ticket systems
	Experience in the VMware environment, virtualizations.
	CLI Linux (СentOS/Debian).
	Detail-oriented with good communication and organizational skills.
	Able to work on own initiative and as a part of a team.
	Ability to fast learn, enthusiastic



Technical Skills:
Programming Languages:	
C#/JAVA
Technologies:	
TCP/IP, DNS, DHCP, Active Directory, VMware
Web/Scripts	
HTML/HTML5, CSS3, PowerShell, Bash
Operating Systems:			
Windows (7, 8, 10, Server 2008R2), Linux (Ubuntu, CentOS, Debian)
Development Tool:
Visual Studio.NET/ Sublime / IntelliJ IDEA
Position: Support/Billing/Abuse/Fraud (Trust & Safety)
Category: Support
Experience: 9 years | English: fluent


Abuse and billing representative (Trust & Safety)
- Dealing with different types of abuse claims (DMCA, spam, DDoS, phishing, etc.) and resolving them accordingly; 
- Assisting clients is abuse/billing related questions. 
- Take care of customer inquiries received via email and chat; 
- Shutting down/ turning on clients' servers. 
- Working within different CRM systems, Jira, Confluence, etc; 
- Submitting reports to third parties; 
- Verifying billing information accuracy and revise errors; 
- Identifying fraudulent sign ups;
- Providing professional support, helping customers set up their accounts and solve their problems.
- Processing orders and applications, identify and escalate priority issues; 
- Verification/validation of new clients 
- Collaborate with other departments to cater to customer needs. 

 Translator
 -Translation from/to English, Ukranian, Russian; 
 -Editing. 
 
 Team Lead 
 -Team management (10 - 22 people); 
 -Planning of workflow; -Control of working process; 
 -Team spirit and motivation of employees; 
 -Accounting; 
 -Training, coaching of new employees; 
 -Evaluation of quality of subordinates; 
 -Holding meetings; 
 -Improvement of the team results and agents’ results; -Resolving conflict situations.
No calls and sales
Position: Support/Billing and Collection Specialist
Category: Support
Experience: 1 years | English: upper


Billing and Collection Specialist at Ultimate Billing, Harris Computer
October 2022 - June 2023 |Ukraine, Cherkasy

-Demonstrated expertise in remote work, working with secure remote access, and maintaining the confidentiality of patient information.
-Effectively communicated with insurance company representatives through phone, chat, and email, addressing inquiries and resolving any billing-related issues.
-Proficiently navigated and utilized insurance web portals to facilitate claims processing and verification.
-Monitored and tracked the receipt of funds for timely payment processing, reconciling discrepancies when necessary.
-Prepared and submitted insurance claims and invoices, following established guidelines and protocols.
-Accurately entered and updated patient demographic information in the accounting system.
-Proactively resolved system issues, rejections, and denials, employing problem-solving skills and attention to detail.

Air Conditioner Design at Klimor
2021 - 2022 |Poland, Gdańsk

-Actively participated in the design and construction of air conditioners at Klimor, a leading company in the industry.
-Worked in a dynamic and fast-paced environment, adapting to changes and prioritizing tasks effectively.
-Adhered to project timelines and specifications, ensuring timely completion and delivery of products.

University Tourism Activities Internship
September 2019 - August 2020 |Ukraine, Cherkasy

-Assisted clients as a travel agent, offering personalized travel planning, reservations, and ensuring exceptional customer service.
-Developed strong communication, organizational, and problem-solving skills in a team-oriented environment.
-Deepened my passion for the tourism industry and gained a comprehensive understanding of its operations.
Position: Support Billing Manager
Category: Support
Experience: 4 years | English: upper

Managed to increase billing support team productivity, implemented patterns for disputing chargebacks
Customer support, Sales, Customer support team lead, Billing support manager, Team management, QC
Position: support / complaints / aml agent
Category: Support
Experience: 4 years | English: fluent

1) over 12000 customers' inquiries handled;

2) 70-80/100 QA scores during the first 3 months (trial period), 90‐100/100 QA scores after the trial period;

3) the companies templates & procedures were bettered\optimized\changed based on my feedback; 

4) payment fraudsters spotted;

5) complaints solved or the clients' will to bring the complaints to further stages lowered;

6) a high chat satisfaction rate was a rule during the support agent position.
The tasks performed at my latest position  were mainly client verification by checking the documents needed for the KYC procedure, considering clients' withdrawal requests up to 3000 GBP and a simplified customer due diligence.

Before that, I had been a support & complaints agent in Plus500 providing support to the clients and handling their complaints under 6 regulations.

At all jobs, I was proactive with suggestions on a company's templates and procedures.

My next professional stage to be achieved is to become a team leader.
- supporting clients or managing a support team;

- paying withdrawal requests;

- doing customer due diligence.
Position: Support consultant, KYC
Category: Support
Experience: 2 years | English: intermediate


For the last two years I've been a KYC agent, working with proof of identity and residence, EDD proccess, watchlist reporting and others. I also contacted clients if they couldn't pass verification and helped solve their document problems.
Position: Support/Consulting
Category: Support
Experience: 0.5 years | English: upper


Deeply interested in consulting and support.
Worked as a social worker in Izum. I was responsible for interviewing citizens and delving into their social and political concerns that prevailed in the city. 
- Conducted interviews with citizens to gather data on social and political issues in the community
- Engaged with individuals of all age groups to ensure a comprehensive understanding of diverse perspectives
- Collaborated with a team to analyze data and create statistical reports
- Developed strong communication and active listening skills through interactions with a wide range of people
Not ready for a night shift.