Position: Junior QA
Category: QA
English level: fluent
Years of experience: 0.5

Together with team implemented assesment of quality of service in contact center, improved some of the processes within company for better customer service. 
SkillUp educational center of IT specialists 2020 (January - March). QA Course: preparatory course (HTML, CSS, SQL); basic course (QA).
Continue improvin skills on HTML and SQL on my own with Codecademy
Open for opportunities as a Junior Test/QA Engineer.

Experience 
Ukraine International Airlines (Transportation, Passenger Carriage), Kyiv (January, 2013 – current time)
Chargeback Specialist. September, 2019 – current time
•	E-payment risk analysis using Adyen payment system;
•	Communication with worldwide banks, payment schemes (American Express, Visa, Mastercard) and payment service providers (Adyen, Wirecard);
•	Disputing charges against the company with payment schemes;
•	Cooperation with different departments for processes improvement;
•	Developing requirements for chargeback software.
Quality Manager. March, 2018 – September, 2019
•	Analysis of customer feedback on quality of service (IVR and questionnaire);
•	Improvement of customer experience based on feedback;
•	Optimization of business processes of the company based on the identified difficulties;
•	Testing corporate website functioning;
•	Reporting bugs to outsource development team in Jira;
•	Analyzing requirements for contact center quality of service software with the developers. 
Testing its functioning.

Reservation and Ticketing Department Engineer. January, 2013 – March, 2018
Responsible for acting as a liaison between customers and the company. 
•	Help in resolving various queries connected with UIA products; 
•	Working directly with Amadeus reservation system (GDS) in command mode (using commands to retrieve necessary information and achieve expected results);
•	Communicating with customers in chats, by phone or emails; 
•	Assisting with technical issues like software malfunctions or installation/registration process.