Position: Customer Support Representative
Category: Support
English level: upper
Years of experience: 3


Hi there!
My name is Aliona, and I'd love to assist your customers. Throughout my life,
I've been involved in various roles that required frequent communication with
clients, so I'm confident in my ability to handle this field with finesse. I believe
that we can work together to build an outstanding reputation for your company.
After all, as the saying goes, customer support is the face of any business.

Customer Support Representative | SmartTrader Labs

August 2019 – December 2021
My responsibilities:
• ensured customer satisfaction and provided professional customer support via live chat and emails;
• acknowledged and resolved customer complaints;
• remoted into clients’ PCs to resolve the hardest issues;
• kept a record of all the customers' cases in Salesforce (Lightning);
• escalated the most unusual issues to Tier 2;
• found the issues on clients’ accounts, checked them on our side and created tickets if they needed to be fixed by other departments;
• helped the rest of the team in case they needed assistance/any help;

During my time at the company, I was recognized as the Best Employee of the
Year in Customer Support and received multiple salary increases.

Customer Support Representative | Open Solution

September 2017 - September 2018
• Troubleshooted customers’ issues via calls, chats, and e-mails (tickets);
• processed orders, forms, applications, and requests;
• recorded customer interactions, transactions, comments, and complaints;
• verified clients’ pages with provided documents;
• performed tasks in Jira;
• was promoted to a senior role and managed a team of junior customer service representatives.

In conclusion:
• use Windows, Mac OS, Linux | MS Office programs | Jira (Atlassian), Trello,
Salesforce (+Lightning), HelpDesk, LogMeIn, ISL Pronto + ISL Light,
Infusionsoft, Recurly | Google Docs | Calendly, Go to Webinar, Zoom |
• always focused on doing my best and helping customers in addressing the issues.