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About Me

I’m a proactive and goal-oriented Customer Support professional with strong leadership skills and a focus on continuous improvement. I bring experience in mentoring, onboarding, and optimizing team performance. My communication abilities, technical know-how, and people-first mindset help me build high-performing teams and deliver measurable outcomes. I thrive in structured environments where feedback and collaboration are valued. I enjoy working in a team where people support each other, and where there’s room to grow and bring new ideas to the table.

Education

• 2020 - 2023: BA in Marketing and Market Communication at Cracow University of Economics (Krakow, Poland)
• 2017 - 2020: Kolegium Europejskie - Europejskie Niepubliczne Liceum Ogólnokształcące w Krakowie - Biology Chemistry (Krakow, Poland)

Skills

• Leadership & Collaboration
• Coaching & Mentoring
• Onboarding & Training
• Team Coordination
• Feedback Culture
• Conflict Resolution

Customer Experience

• Live Support (Phone, Chat, Email)
• Customer Retention & Satisfaction
• Problem Solving
• Internal Process Support
• QA Participation

Technical Tools

• Zendesk
• Jira
• G-Suite
• CRM System
• Microsoft Suite, strong proficiency - Excel
• Internal dashboards & analytics tools

Languages

• Ukrainian, Russian C2 (native)
• English C1
• Polish C1
• French A2
• Romanian A1

Work Experience

UNICARGOTRANS S.R.L

• Coordinated internal departments to ensure efficient processing and shipping of customer's orders.
• Collaborated with warehouse staff to ensure accurate and efficient loading and unloading of shipments.
• Ensured timely delivery of products according to customer specifications and deadlines.
• Flexibility and ingenuity helped to deal with unforeseen situations.

Trucking Dispatcher

Transferg

• Delivered customer support across phone, chat, and email, averaging over 300 tickets weekly with a 90%+ satisfaction rate.
• Supported internal tools and processes across teams; known as a go-to person for cross-department support and problem-solving.
• Participated in onboarding and training for new employees and interns; contributed to updated onboarding documentation.
• Helped identify gaps in processes and suggested improvements, reducing response time and increasing CSAT.
• Took part in internal QA and feedback loops to improve team performance and service delivery.
• Tools used: Zendesk, Jira, G-Suite, internal dashboards and data tools.

Customer Support Specialist

Save the Children

• Validated, verified, and monitored beneficiary data in the field.
• Assisted the Evaluation Coordinator with data delivery.
• Conducted assessments and maintained positive relationships with beneficiaries, families, communities, teams, and partners.
• Guided project participants on actions and procedures.

Cash and Voucher Assistant

Hostʹovyy Dim Iryn

• Managed and coordinated a seasonal team of up to 30 people.
• Ensured high-quality guest service, solving issues quickly and maintaining operations under pressure.
• Handled administrative tasks, documentation, and internal scheduling.
• Maintained consistent service standards and customer satisfaction.

Manager.