Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic
Mariia Kukharuk

Mariia Kukharuk

Warsaw

Summary

Customer Service Agent with 4 years of experience in the field. Skilled in providing online customer support in multiple languages vie various communicational channels.

Strong background in effective communication, problem-solving and developing long-term client relationships. Recognized as a subject-matter expert on company products. Committed to create positive and lasting client experiences

Overview

3
3
years of professional experience

Work History

Customer Support Specialist

XTB
03.2024 - Current
  • provided customer support in Czech and Slovak branches dealing with inquiries via phone, email, and live chat. Approximately 60-70 inquires per day
  • served as a product expert, assisting customers with platform navigation, account setup, and advanced trading features
  • managed daily payment transactions and refunds
  • collaborated with various teams and managed multiple tasks simultaneously to maintain high service standards
  • contributed to knowledge base and FAQs (created manuals are available on company’s page)
  • engaged in ongoing self-study and independent research to stay updated in the fast-evolving investment market
  • promoted a positive company image while upholding brand integrity in customer interactions

Help Desk Agent

Capgemini
10.2022 - 02.2024
  • provided Tier 1 IT support to Czech and Slovak internal users, assisting via phone, chat, email, and desk-side services
  • resolved technical issues related to SAP, Citrix, ServiceNow, and Active Directory by using diagnostic tools, troubleshooting methods, and system knowledge
  • processed and tracked incidents through ticketing systems, ensuring timely resolution and proper documentation
  • installed, configured, and repaired software applications to restore functionality and minimize downtime
  • managed customer expectations by delivering clear communication, ensuring positive user experience, and maintaining high satisfaction levels
  • collaborated with cross-functional IT teams to escalate and resolve complex issues beyond Tier 1 scope

Customer Support Specialist

E-Commerce Fashion Mall LTD
04.2022 - 10.2022
  • provided customer support for Slovak and Czech markets via phone, chat, and email, ensuring clear communication and positive client experience.
  • processed and tracked online orders in the SRM system, coordinating with the warehouse to resolve logistics and shipping issues.
  • handled customer inquiries, complaints, and payment-related issues, ensuring timely resolution and customer satisfaction.
  • delivered product information and recommendations to support purchasing decisions and strengthen client relationships.
  • translated product descriptions for the online shop into Slovak, ensuring accuracy and cultural relevance for local markets.
  • maintained strong customer relationships by identifying client needs and providing tailored assistance

Education

English-Ukrainian Philology

University of Prešov
Prešov, Slovakia

Management

University of Vistula
Warsaw, Poland

Skills

  • Microsoft Windows and Office
  • CRM systems (SalesForce)
  • Ticketing systems and helpdesk tools
  • Payment processing
  • Reporting and analytics
  • Multilingual verbal and written communication
  • Multitasking and Prioritization
  • Collaborative Team Player
  • Interpersonal skills
  • Stress management

Additional Information

Date of birth: 15.07.2001


Languages

Ukrainian
Native or Bilingual
Russian
Native or Bilingual
English
Full Professional
Slovak
Full Professional
Czech
Limited Working
Polish
Professional Working

Timeline

Customer Support Specialist

XTB
03.2024 - Current

Help Desk Agent

Capgemini
10.2022 - 02.2024

Customer Support Specialist

E-Commerce Fashion Mall LTD
04.2022 - 10.2022

English-Ukrainian Philology

University of Prešov

Management

University of Vistula

Similar Profiles

CREATE PROFILE
Mariia Kukharuk