Position: Customer Support Representative/Customer Success
Category: Support
English level: fluent
Years of experience: 8


Customer Support Representative at Grammarly, Kyiv
September 2020 — September 2022
• Responding to customer queries, and providing solutions or
troubleshooting via email while maintaining positive customer
relations and satisfaction
• Canceling, upgrading, and downgrading subscription plans, as well
as processing refund requests
• Gathering feedback and sharing it with Product, Sales and
Marketing teams
• Participating in testing and developing new product features
• Advising and leading new agents in Slack

Deputy Front Office Manager &amp; Duty Manager at Ibis Kiev
Railway Station, Kyiv

January 2018 — September 2020
•  Hiring and training new staff, coaching the Front Office team to
maintain the top level of customer satisfaction
•  Anticipating and handling customer requests within acceptable
guidelines, as well as troubleshooting emergencies
•  Managing group reservation requests, billing and payment
processes
•  Analysing and responding to guest reviews from different sources
(Google, TripAdvisor, Online Travel Agencies)

Front Office Supervisor at ibis Kiev City Center hotel, Kyiv
April 2017 — January 2018
• Ensuring all team members adhere to standard operating procedures
• Training, directing, resolving issues and coaching the front-desk team members to conduct quality operations
• Resolving customer issues, complaints and problems in a quick, efficient
manner to maintain a high level of customer satisfaction and quality service
• Performing other duties as assigned, requested or deemed necessary by
management

Front Office Agent at ibis Kiev City Center hotel, Kyiv
May 2014 — April 2017
Checking guests in and out, as well as processing group arrivals
• Handling billing procedures
• Managing guest requests and complaints
• Performing night audit procedures

Assistant Front Office and Reservation Manager at Granada Inn
Backpackers, Granada, Spain
May 2013 — October 2013
• Controlling the availability of rooms and day-to-day functions of the
Front office, such as checking-in, checking-out and providing
requested information
• Providing travel information, itineraries and prices
• Handling customer complaints or concerns
• Making reservations and sending out confirmation notices
I want to work remotely in a healthy environment as a Customer Support Agent/Lead. I am currently living outside of Ukraine, in Turkey. 

Schedule preference:
Flexible schedule
or
09:00 AM-6:00 PM Kyiv time
08:00 AM -5:00 PM Kyiv time