Bukshovana Sofiia
Rzeszów
Summary
Experienced Customer Support Specialist with a strong background in providing exceptional customer service. I'm skilled in live chat/email communication, multitasking and attention to detail. With my ability to work in a team and adapt to different situations, I've been able to effectively handle customer inquiries and resolve issues. I'm a fast learner and highly responsible.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Social Media Support Specialist
G2A
07.2024 - 12.2025
- Managing the online community on social media channels.
- Responding to emails, private messages and comments on various platforms, ensuring consistent brand voice was applied.
- Maintaining positive relationships with clients.
- Keeping up to date on social media platforms' new features and innovations, looking for opportunities to leverage to grow brand awareness.
- Analyzing social media metrics regularly, identifying opportunities to optimize social media strategy.
- Providing exceptional customer service by responding to customer feedback and maintaining communications across all platforms.
- Working on different tools, such as Brand24, Hootsuite, Emplifi.
- Setting work schedule for the team.
- Collaborating with other departments when needed.
- Preparing reports.
- Managing shifts as a Shift Manager.
Social Media Support Specialist
G2A
07.2017 - 06.2024
- Ensured the highest quality of customer service on social media channels.
- Collaborated with other company departments in order to achieve better customer experience.
- Prepared monthly and weekly reports about team's productivity/performance review.
- Worked on improving service quality by verifying customers' feedback and reviews on different platforms.
- Worked on different tools, such as Socialbakers, Brand24.
Help-Desk Specialist
G2A
05.2016 - 07.2017
- Customer service for Russian and English speaking clients.
- Was responsible for making contacts with clients as efficient as possible and come up with new ideas to solve work related issues.
- Took care for a good company image among customers and provided support for them in matters related to the website and products.
- Responsibility to answer emails and tickets from clients within 15 minutes.
- Identified issues, analyzed information and provided solutions to problems via Live Chat and emails.
Translator
Siegma-Consult
01.2015 - 07.2015
- Managed correspondence process.
- Proofread documents to remedy terminology and vocabulary errors.
- Adapted existing translations to meet style guidelines.
Education
Bachelor degree in English philology - Business English
University of Information Technology And Management
Rzeszów11.2015
Skills
- MS Office Suite
- Create work schedule for a team
- Teaching skills (experience in tutoring English)
- Text editing
- Translation
- Figma/Canva
- Knowledge of foreign languages
- Customer service
- Ability to work in a team
- Remote teamwork
- Complaint handling
- Multi-tasking
- Jira/Confluence
- Live chat support
Certification
- Certificate "TELC English for Business"
- Certificate "Interpersonal training"
- Marketplace Certificate "Marketplace SlimLive - Strategic Marketing"
- Certificate "Data Analysis Using Spreadsheets"
LANGUAGES
Ukrainian
Proficient
C2
Polish
Advanced
C1
English
Upper intermediate
B2
Russian
Bilingual or Proficient (C2)
Personal data processing
I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
Timeline
Senior Social Media Support Specialist
G2A
07.2024 - 12.2025
Social Media Support Specialist
G2A
07.2017 - 06.2024
Help-Desk Specialist
G2A
05.2016 - 07.2017
Translator
Siegma-Consult
01.2015 - 07.2015
Bachelor degree in English philology - Business English
University of Information Technology And Management