Position: Key Account Manager, Head of Customer Support
Category: Support
English level: upper
Years of experience: 2

•	English language (Upper-Intermediate) and Spanish language (Intermediate level).
•	Certificate “Operator of special technical means for security control” on the basis of ICAO Educational Center.
•	Certificate “Aviation security basic training” on the basis of Kyiv International Airport.
•	Certificates “Advanced User of Sabre”, “Amadeus Advanced” for air ticket booking.
•	Confident user of system 1C: Enterprise
•	Zendesk, JIRA, Bitrix, Metabase.
1. Customer support manager, payment service “PayOp” from 05.2021 – till today.
•	Support of customers with the onboarding procedure, working with the admin panel and payment methods.
•	Informing clients about system changes or methods updates.
•	Communication with the payment providers on the statuses of the payments.
•	Preparing internal manuals and guides.
•	Checking the replies of managers to the customers’ requests (correspondence of the provided information).
•	Requests escalation to the relevant department and control of their execution.
2. Corporate agent, “KiyAvia” travel agency 06.2019 – 05.2021
•	Organization of clients' business trips: air tickets, transfers, hotel bookings (within Ukraine and abroad as well).
•	Customer support 24/7.
•	Working with invoices for the provided services and monitoring the payments
•	MICE organization 
3. Aviation security officer, Kyiv International Airport 10.2017 – 06.2019.
•	Inspection of baggage, cargo for the presence of items prohibited for transportation.
•	Passenger security control with the help of special technical means.
•	Checking the required documents for transportation.
4. Sales manager, “Roshen” shop 06.2017 - 09.2017
•	Consulting and customer service.
•	Compliance with corporate standards regarding product maintenance and presentation.
5. Assistant, Administration of Air Navigation, National Aviation University 02.2016 - 05.2017 
•	Collection of the necessary information per manager's request.
•	Preparing orders, instructions and reports.
•	Preparing presentations, survey forms for conferences and seminars.