Den Pro

Providing support for website users via a ticketing system Handling customer complaints and requests Meeting KPI metrics

Customer Support Representative (Payments & Safety/ Shipping & Delivery) at Helpware (2025-01 – Present)

• Providing support for website users via a ticketing system
• Handling customer complaints and requests
• Meeting KPI metrics

Content Manager/Moderator at Stopfraud (2023-01 – 2024-11)

FintechCybersecurity

• Monitoring reported posts for ToS violations
• Translating, editing, and proofreading texts
• Creating and developing SEO successful content

1-st Line Technical Support Engineer at Suntech Innovation (2020-01 – 2022-03)

SaaS, Betting

• Resolving 1st-level complexity tickets
• Escalation of more complex tickets to relevant departments
• SLA priority control

Customer Support Representative at Cancelon LTD (2017-11 – 2020-01)

SaaS, Hotels.

• Providing customer support via various channels
• Handling customers' complaints and requests
• Identifying, testing, and assisting in solving QA WEB issues

Call CenterAgent/Sales Coordinator at Zeppelin Konzern (2015-04 – 2017-10)

Dealership, Special Machinery and Equipment

• Inbound call coordination (BPM)
• Lead appointment (MS Dynamics)
• Content management (WordPress)
• Service Quality Surveillance (After-sales)

Teacher of the English Language at Educational Test Center (2013-02 – 2015-04)

Educational Institutions

• Teaching English as a foreign language
• Preparing students for international exams (TOEFL/IELTS/SAT/GRE/GMAT)

Master's Degree in Applied Linguistics – Kiev National Linguistic University (2007-09 – 2012-05)