Position: Customer Support
Category: Support
English level: upper
Years of experience: 7


Support Engineer (Ciklum)
Worked on eToro project (Fintech / Trading platform). 

-Provided first-level service to the company’s clients via chat and e-mail with the utmost professionalism possible according to the company’s guidelines. (Financial, Trading, Technical inquires ) Applied analytical skills to ensure the resolution of clients' inquiries.
-Helped develop and implement web-based support initiatives, including knowledge bases, technical and modeling techniques, and documentation. (Spreadsheets, Confluence Documentation) 
-Provided regular and accurate reporting daily.
-Ensured customer satisfaction. (Handled an average of 50 customer requests with a 94% customer satisfaction rate).
-Conducted training for newcomers. 
-Worked as a substitute in case of absence of Shift Leader. (Coordinated workflow, managed tasks, and served as the first point of contact for our team). Encouraged and maintained a motivating and healthy working environment for our team.

 Senior B2B Post-Sales Support Agent | CS (Tickets.ua LLC 2014 - 2020). 
 -Worked as an assistant to administrative personnel, and acted as the first point of contact for
other colleagues in the department.
-Directed workflow, acted as an intermediary between all departments, arranged
conference calls, meetings, creating tasks, and bug reports in the bug tracking system.
-Implemented problem-solving skills and tough decision-making to work through
employee, customer, and managerial staff issues. Handled complaints and troublesome
requests from clients.
-Performed a range of administrative duties.
- Reported to department chief and assisted office personnel.
- Scheduled and developed training for new employees. 
- Assured quality of service of our department. Analyzed and interpreted customer and partner data, and created instructions based on data given. 
- Contacted business partners to revise workflow and improve the quality of service.
- Worked on resolving customer requests.
- Led business correspondence partners, resolving technical issues and colleagues' mistakes.
- Supported an efficient production system in a fast-paced environment by accurately
processing all new orders.