VOLODYMYR DIADCHENKO
Warsaw
Summary
I am a customer support agent with more than 5 years of experience delivering high-quality service and leading teams. Proficient in managing inquiries via chat, email, and reviews, with expertise in CRM systems for efficient ticket handling. Strong troubleshooting, communication, and collaboration skills to help enhance user experience and drive satisfaction. Adaptable to fast-paced environments and always eager to learn, I am now looking to transition into a new role where I can apply my skills in a fresh and challenging context.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Support Agent
Reface
04.2023 - Current
- Responding to customer inquiries and concerns via the ticket system, ensuring timely resolution
- Engaging with customers through Google and Apple reviews, addressing feedback and issues raised
- Providing troubleshooting assistance to customers, guiding them through technical challenges
- Maintaining a full understanding of Reface products to offer accurate and helpful information to users
- Collaborating with cross-functional teams to escalate and resolve issues efficiently
- Upholding a high standard of customer service to enhance customer satisfaction and loyalty
Account Manager
Solidgate
11.2022 - 01.2023
- Provide operational support to assigned merchants
- Cross-functional coordination of ongoing tasks
- Identifying upsell opportunities and growing revenue from existing merchants
- Arrange tasks in CRM / Ticket system
Customer Support Team Leader
SupportYourApp
11.2021 - 11.2022
- Communicating with company owners
- Providing quality assurance for the team
- Preparing the team's schedule
- Updating Knowledge Base
- Training new employees
- Worked to achieve high customer satisfaction rates by conducting team trainings
Customer Support Representative
SupportYourApp
12.2019 - 11.2021
- Work with various CRM systems (Jira, HubSpot, ZenDesk, Intercom)
- Handling multichannel support through emails, chats, and calls
- Experience with native speakers
- Became a product expert for some projects
Education
MA - Digital Economy in Business
University of Economics and Human Sciences of Warsaw
02.2022
Erasmus - Economics and Management
University of Zaragoza
01.2022
BA - International Information
Borys Grinchenko university of Kyiv
05.2019
Skills
- Leadership Skills
- Collaboration & Teamwork
- CRM Systems
- Customer support skills
- Communication skills
- Good attention to detail
- Fast learning
Websites
Languages
Ukrainian
Bilingual or Proficient (C2)
English
Advanced (C1)
Polish
Elementary (A2)
Hobbies and Interests
- All sorts of sports activities: volleyball, skiing, gym, swimming.
- Enjoying good company and playing board games with friends and colleagues.
- Filling shelves with books.
Certification
- The project management course
- Google analytics
- Statistics and Mathematics for Data science
- SAP for Beginners
Timeline
Customer Support Agent
Reface
04.2023 - Current
Account Manager
Solidgate
11.2022 - 01.2023
Customer Support Team Leader
SupportYourApp
11.2021 - 11.2022
Customer Support Representative
SupportYourApp
12.2019 - 11.2021
Erasmus - Economics and Management
University of Zaragoza
BA - International Information
Borys Grinchenko university of Kyiv
MA - Digital Economy in Business
University of Economics and Human Sciences of Warsaw
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