Position: Customer support representative/Support Team Lead
Category: Support
English level: upper
Years of experience: 7

I'm a well-versed result-oriented professional with more than 6 years of experience in delivering Tech support, Customer care and Sales assistance. Familiar with SalesForce, LiveChat, Zendesk. Certified by BSA/AML. Many times was awarded as the best agent of the month. Also, held positions of Team Lead and Team Coordinator.
Customer support representative

Undisclosed Company, remote
May 2020-October 2022(2 year 5 months)
- providing customer care service:
- handling and resolving product and service-related questions (including account verification and managing, content moderation, fraud monitoring,  billing, etc.) and issues over the tickets;
- troubleshooting issues and providing users with solutions;
- collecting internal platform-related issues and reporting them to the developers, providing feedback regarding workflow;
- collaborating with other departments to constantly improve the level of service.


Operations supervisor 

Meteo-Logic at Asta.Mobi, Vinnytsia
February 2020-July 2020 (6 months)
- monitoring of a workflow in an automated trading system;
- manual trading on EPEX SPOT and TT platform;
- defining and performing various tests of features in the system;
- providing feedback regarding workflow and internal platform related issues;
- post-incident and post-shift summary reporting;
- mentoring and sharing knowledge for newcomers.


Privacy support representative

FigLeaf at ZEO Alliance, Vinnytsia
May 2019-December 2019 (7 months)
- email-chatting customer support;
- troubleshooting issues and providing users with solutions;
- manual testing of FigLeaf application and browser extension related to it;
- collecting data for the app engine;
- providing feedback regarding the software-related issues.


Customer Support Representative

Zoom Support at Zeo Alliance, Vinnytsia
January 2015- April 2019 (4 years 3 months)
- providing remote technical support:
- handling and resolving English-speaking customer’s requests over the phone, tickets, and chats;
- developing and mastering experimental troubleshooting techniques on the way of resolving unusual cases;
- cooperation with Sales department to resolve issues and consulting sales agents on the presale stage;
- troubleshooting software-related issues on macOS, Windows, Android, iOS platforms with the deep investigation.
Now I'm looking forward for the new challenge to use my skills and experience in a new perspective role. Highly motivated to grow as an individual and ready to be a good team player.

Also, I’m open for the Manual QA role (trainee) or Project Manager role (trainee). Ready to study.