Experience

BRU AG

• Switzerland
• Manufacturing
• 1 - 100 Employee

• Head Of Customer Support

  • Nov 2021 - Present



Happy Aid

• Kiev Region, Ukraine

• Customer Support Representative (freelancer)

  • Nov 2018 - Present

  - Supporting and guiding customers at each stage; - Providing the best experience possible according to the company's policies; - Handling emails via Zendesk; - Refunding orders via Shopify; - Handling complaints and issues; - Investigating and resolving difficult situations; - Dealing with chargebacks on PayPal and through Shopify. - Supporting and guiding customers at each stage; - Providing the best experience possible according to the company's policies; - Handling emails via Zendesk; - Refunding orders via Shopify; - Handling complaints and issues; - Investigating and resolving difficult situations; - Dealing with chargebacks on PayPal and through Shopify.



Yola.com

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Service Representative

  • May 2019 - Mar 2022



Livingston Research

• United Kingdom
• E-learning
• 400 - 500 Employee

• TeamLeader of Customer Support Department

  • Sep 2016 - Apr 2019

  - Taking care of 10-20 people on a shift (depending on the shift type);- Communicating updates;- Distributing workload;- Reporting system bugs;- Checking the work quality and giving constant feedback;- Issuing refunds;- Mentoring and training newbies and the existing team;- Initiating recap meetings after the shifts.

• Customer Support Representative

  • Feb 2016 - Sep 2016

  - Getting order details, creating orders in CRM system;- Communicating with the US, UK, AU, CA clients via email, online chat, FaceBook;- Handling complaints and issues;- Supporting the clients on each step of the process;- Providing assistance with the web interface;- Following communication flows, guidelines and policies.



Evolution Outsourcing

• Kiev Region, Ukraine

• Project Manager

  • Sep 2015 - Feb 2016

  - Reception and distribution of incoming and outgoing calls via X-Lite; - Control of staff and distribution of tasks between the agents; - Interviewing and hiring new team members; - Training new staff and existing as well if needed; - Motivational work; - Analyzing to make the process more productive; - Working with the computer; - Leading different projects such as flight delay claims and lifestyle surveys. - Reception and distribution of incoming and outgoing calls via X-Lite; - Control of staff and distribution of tasks between the agents; - Interviewing and hiring new team members; - Training new staff and existing as well if needed; - Motivational work; - Analyzing to make the process more productive; - Working with the computer; - Leading different projects such as flight delay claims and lifestyle surveys.



FinFort Service

• Kiev Region, Ukraine

• Call Center Supervisor

  • Apr 2015 - Sep 2015

  - Reception and distribution of incoming and outgoing calls via eyeBeem; - Processing emails and online chats via Zopim; - Interviewing and hiring new team members; - Controlling staff and distribution of tasks between the operators; - Working with the computer; - Dealing with problematic clients and resolving issues. - Reception and distribution of incoming and outgoing calls via eyeBeem; - Processing emails and online chats via Zopim; - Interviewing and hiring new team members; - Controlling staff and distribution of tasks between the operators; - Working with the computer; - Dealing with problematic clients and resolving issues.