Position: Customer support
Category: Support
English level: fluent
Years of experience: 3

I had a lot of experience in working with average customer requests for the basic functionalities of the company's website, as well as with complex cases, taking into account the specifics of the company's area of work. There was also an interesting experience in working with cases related to requests for personal data of European clients in accordance with the GDPR law. My legal education served as good support for me and helped me quickly and efficiently study the document and transfer this appeal to the management for further development of an algorithm for responding to such appeals. I trained new support operators and made sure that they could independently cope with the tasks set in the future and successfully complete the internship.
2018-2019
Customer support operator in Russian and English in a company delivering goods from the USA.
Providing online customer support via emails and telegram chats.
Working with customer database.
Monitoring the route of customer parcels from stores to the warehouse,
providing information on the status of the order and location of the parcel.
Communication with postal operators and courier services, correcting the
route of parcels and opening cases to find missing parcels.

2020-2022
Support operator in the English language group of requests at the outsourced Contact Center SupportLab, which provided support services to MegaPari
Providing consultations to clients as a first line of support.
Work in the ticket system with incoming requests from customers via mail, website chat and telegram bot.
Working with customer database.
Processing customer requests related to problems occurring in the process of interacting with the platform, and further transferring to the second line of support.
Providing feedback to clients and informing about the result of work on their appeal.
Training of new operators of the English group and assistance throughout the entire internship period.

Have experience working with customer databases, OmniDesk, Jira.