Position: Support Lead
Category: Support
English level: upper
Years of experience: 2.5


CUSTOMER SUPPORT REPRESENTATIVE, RETAIN
"Simply Contact"
Feb 2019 - Mar 2020
"Simply Contact" is an outsourcing company that provides call center services.
Worked as a senior customer support agent. I was working in the customer retention department. We’re receiving calls regarding cancelation or changes of the flights. Used to learn GDS systems: Amadeus and Sabre used their own CRM system. Additionally, to that, it was stressful. We used to take care of annoyed customers. Some of them were aggressive but still, I had to handle it. So now I have a huge experience in customer support. Later a few months from the beginning, I participated in opening a project in a different city (Poltava). To be precise, I was attracted as a coach and mentor for newbies. So, I had a great opportunity to gain some very important leadership skills, and liked it. Left it because had to travel with my GF to a different country.
CUSTOMER SUPPORT REPRESENTATIVE, TSR III
Nextiva
Apr 2021 - Present
Taking care of customers' issues over the phone. Assisting with troubleshooting VoIP system via NextOS portal, Pactolus (old platform), CP, and New NextOS platform. In addition to assisting customers with their desk phones (connecting, configuring, fixing), providing network diagnostics to find out where can be an issue with connection and providing amazing service with good replies from our customers.
Was able to be promoted to the TSR III in almost a year.
Was participating in the STIR/SHAKEN queue project to handle the
calls related to it.