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Customer support

Novi Sad
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Location:

Novi Sad

Birthday date:

25/07/1994

Experience level:

Education level:

Master

Languages:

Russian

English

About

I’ve worked in international support teams where I handled customer inquiries through platforms like Zendesk, troubleshooted various issues, and communicated with development teams using Jira. I also have experience with documentation, ticket tracking, and cross-team collaboration, so I’m comfortable navigating both client communication and internal processes.

Interests: Ecology, animal rights, sport.

Work experience

Lightspeed
Job: Customer Support Specialist
Handled inbound inquiries via ZenDesk.
Troubleshot clients’ issues and provided effective solutions.
Assisted customers in resolving routine cases.
Gathered key information to escalate reported issues.
Created bug reports and tracked issue resolution in Jira.
Communicated with the development team to debug and analyze REST API responses.
Tracked ticket progress in Jira to ensure timely communication between clients and the development team.
Years of work: 11/2022-02/2023
Love Bristol
Job: Coordinator, team leader
Led a team of 5 volunteers providing pastoral care to Ukrainian refugees.
Arranged medical appointments, managed shopping, and organized leisure activities.
Managed budget: analyzed, prioritized, and utilized basic spreadsheet skills.
Planned and coordinated trips from Poland to the UK, providing translation and travel support.
Matched refugees with sponsors: facilitated communication and video calls, and resolved issues.
Handled UK visa applications: monitored processes and liaised with support lines.
Years of work: 06/2022-09/2022
Goodtesting IELTS Test Centre
Job: Exam Manager
Organized IELTS and Cambridge exams.
Coordinated a team of 3 members.
Communicated with clients regarding exam inquiries.
Prepared documents for examination sessions.
Verified technical characteristics and prepared the site for exams.
Utilized software such as IAM, IWAS, and Cambridge Assessment.
Liaised with British Council Support to resolve issues during test sessions (administrative, technical, scheduling problems).
Monitored exam results and prepared certificates.
Performed office duties, including call distribution and visitor reception.
Years of work: 09/2021-03/2022

Edicuation:

St. Petersburg State University of Engineering and Economics ‘ENGECON’, Saint Petersburg
Faculty: Logistic and transport
Specialisation: Customs clearance
Graduation year: 2017

Key skills:

Sales Skills
Customer Service
Time management
Teamplayer
Analytical skills
MS Office
Presentation skills
Document Flow
Written Translation
Jira, Confluence
Technical Support
REST API

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