Position: Customer support specialist
Category: Support
English level: fluent
Years of experience: 5

helped the customer to build a team from scratch, increased the conversion of the landing page by 30%, have a monthly of 86% customer satisfaction rating.
Customer Support Specialist for NFT marketplace Jan 2022 - April 2022

• Attend to tickets (email, calls) using Teams, Telegram, discord
• Escalating issues to relevant departments via Jira.
• Answered user inquiries regarding the project operation in order to resolve problems.

Customer Support Consultant Sep 2021 - April 2022
SupportYourApp-
• Attend to tickets (email, live chats, calls) using Zendesk and QCRM.
• Assist creating/re-try Payment Plans.
• Escalating issues to merchants & relevant departments.
• Answered user inquiries regarding the project operation in order to resolve problems.
• Completed over 230 technical support tickets each week with 85% satisfaction rate.
IT Specialist & Sales Manager Alfa Jan 2020 -Feb 2021
Data - Kyiv, Kyiv, Ukraine
• Maintain relationships with clients
• Conflict resolution with clients
• Rapport-building and listening to clients.
• Fulfilled and exceeded customer satisfaction goals in a consistent manner.
• Analyze existing client contracts for additional billing opportunities.
• Champion change and effectively manage the implementation of new ideas and continuous improvement.
Sales Manager & Customer Support Intern. Feb 2019- Jan 2020
Smart Training Group (Ukraine)- Kyiv, Kyiv
• Provided quality customer service to over 60 clients daily to build brand loyalty.
• Identified customer needs through active listening techniques to initiate referrals to colleagues.
• Reviewed customer profiles to find opportunities to upsell banking products and credit cards.
• Achieved a 30% above average customer retention rate on cancellation calls.
• Offered advice and guidance in English.
• Made over 40+ incoming calls daily and provided instructions for customers per training
• Provided excellent quality customer service by patiently listening and communicating company.
• Maintained a positive attitude at all times in a fast-paced environment.
• Received a positive feedback rating of 80% based on customer satisfaction surveys.
Information Technology Specialist Intern Jun 2016 - Oct 2016
Smartgov - Calabar, Cross River State
• Report generation for Commissioner of finance, Accountant General's office, and other relevant stakeholders in
Cross river state.
• Training of 36 district Water Board staff on how to use CRSG WaterBoard Enterprise Billing
Open to learning new technologies and working on a big or small project.