Summary
Overview
Work history
Education
Languages
Certification
Timeline
Generic
Artem Druzenko

Artem Druzenko

Warsaw,Mazovia

Summary

Punctual, I exercise discretion in extreme situations and make well thought out decisions, I integrate easily into a new team, I am responsible for completing assigned tasks, interacting with all team members, performing various tasks replacing missing team members.


Skills


  • Exceptional interpersonal communication skills
  • Handling multiple tasks efficiently
  • Keeping calm in stressful situations
  • Deadline orientation
  • Ability to work in a multicultural environment
  • Quality Control
  • Project Management
  • POS software expertise
  • Payment gateway experience
  • Problem-solving

Overview

6
6
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work history

Customer Support Specialist

SOFTSWISS
Warsaw, Mazovia
12.2024 - 06.2025

MainAchievements.

  • Follow up with customers to ensure their technical issues are resolved
  • Staying current with product and service information and updates to provide knowledgeable assistance to customers
  • Monitor customer transactions for anomalies and make sure that AML procedures meet regulatory requirements.
  • Monitor the customer identification, make sure KYC policies, procedures meet regulatory requirements


Main Responsibilities.

  • Respond to customer queries in a timely and accurate way
  • Assist in solving customer problems and current issues
  • Resolving technical issues for customers
  • Recording inquiries and entering data into the CRM system
  • Collaborating with other departments to resolve customer issues
  • Monitoring customer satisfaction levels
  • Keeping records of customer interactions, transactions, comments, and complaints
  • Providing feedback on the efficiency of the customer service process to help optimize workflows

Gateway Enablement Operator(Onboarding department)

Planet Shared Services Centre
Warsaw, Mazovia
03.2023 - 09.2024

Main Achievements.

  • Ensuring that solutions are configured according to appropriate standards, and meeting the quality of the products presented at 90% and above
  • Configuration of several integrated systems, such as : Oracle Simphony, Oracle OPI ,Shiji PMS, INDRA, Agilysys, FOLS, Cegid, and Protel Air, e.t.c to deliver a seamless payment solution.
  • Successful integration Klarna payment system with POS and PMS, supporting clients regards new implementation.


Main Responsibilities.

  • Collaborated with cross-functional teams to optimize data flow and integration, resulting in improved data accessibility and decision-making processes.
  • Installing and setting up payment terminals for CP, CNP, and ECommerce solutions e.g, "PayByLink" for various acquirers.
  • Supporting the installation team solutions, test and troubleshoot of provided solutions.
  • Setups and Installation for Kiosk QSR, P@C for Retails, P@C and P@T for Hotels & Restaurants e.t.c.
  • Providing the needed data for installation team and Technical support.
  • Ensure solutions are configured to the correct standards Provide accurate, valid and complete information.
  • Liaise with Merchants and other departments to enable solutions delivery on time and to the correct build specification.
  • Service support and programming terminals Ingenico move5000/desk500, worldline yoximo/yomani ,Pax a920/a920pro/a80/a77
  • Provide internal or external technical advice about products, eliminate issues at POS of merchants.
  • Supporting the 3C portal, providing information and solution to merchant accounts, creating rapports for POS of merchants.
  • Liaise with other departments to review contracts to ensure correct configuration and billing models provided support.
  • Collaborating with IT departments by Jira tickets, requests and Appflow as well

Collections and Settlement Specialist

Elavon Financial Services
Warsaw, Mazovia
09.2021 - 12.2022

Main Achievements.

  • Ensuring that KYC records comply with local legal requirements.
  • Maintaining contact with clients in stressful situations, avoiding further escalations by finding useful solution for both sides.


Main Responsibilities.

  • Responding to telephone and written requests from UK/Ireland clients regarding payments, deadlines, fees, insurance
  • Supporting the AML team in risk management by analysing the root cause of issues and business impact
  • Analyse and maintain records relating to outstanding payments based on the history of those payments and produce reports
  • Audit and analysis of clients' previous settlements
  • Liaising with the AML team to summarise clear and concise findings in writing
  • Verifying information contained in KYC documents and the Customer Identification Programme to ensure completeness and accuracy
  • Prepare appropriate documentation relating to the potential closure of the Client's account
  • Ensuring compliance with Elavon's internal policies and procedures.

Project manager

IPC first office
Wolomin, Mazovia
08.2019 - 08.2021
  • Preparation of work structure
  • Maintaining contact with B2B customers
  • Monitoring of project status
  • Management of the parties involved in the project
  • Management of the project team
  • Managing the project budget
  • Carrying out technical analysis
  • Carrying out analyses of the human resources required
  • Conducting negotiations and concluding contracts
  • Conducting marketing activities.

Education

Master of Business Administration - Business economics

Vistula University of Finance and Business
Poland
10.2015 - 07.2017

Bachelor of Business Administration - Business economics

university KROK
Ukraine
09.2013 - 06.2015

Diploma of Higher Education - real estate appraisal

Kiev real estate college
Ukraine
09.2010 - 06.2013

Languages

English
Advanced (C1)
Polish
Advanced (C1)
Ukrainian
Native
Russian
Native

Certification

ChatGPT Masterclass: ChatGPT Guide for Beginners to Experts!

Udemy

SAP ABAP Training - in Plain English

Udemy

ChatGPT Masterclass - The Ultimate Guide

Udemy

SAP MM Training - in Plain English

Udemy

SAP MM Purchasing Simplified for Beginners

Udemy

SAP Simplified for Absolute Beginners

Udemy

SAP for Beginners course | SAP ERP with practice

Udemy

Generative AI for Leaders: Meet your business partner

Udemy

Improve Customer Support Efficiency with Open-Source LLM

IBM, IBMSkillsNetwork




Timeline

Customer Support Specialist

SOFTSWISS
12.2024 - 06.2025

Gateway Enablement Operator(Onboarding department)

Planet Shared Services Centre
03.2023 - 09.2024

Collections and Settlement Specialist

Elavon Financial Services
09.2021 - 12.2022

Project manager

IPC first office
08.2019 - 08.2021

Master of Business Administration - Business economics

Vistula University of Finance and Business
10.2015 - 07.2017

Bachelor of Business Administration - Business economics

university KROK
09.2013 - 06.2015

Diploma of Higher Education - real estate appraisal

Kiev real estate college
09.2010 - 06.2013
Artem Druzenko