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
Warsaw, Poland
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
Warsaw
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
Warsaw , Poland
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, SlovakiaManagement
University of Vistula
Warsaw, PolandSkills
- 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