Available to hire
I am a customer-focused professional with extensive experience solving complex problems and collaborating across teams to improve processes. Over the years I have supported software, fintech, and logistics businesses, helping customers while refining documentation and knowledge bases to drive efficiency and quality.
I am seeking a full-time role where I can apply my project management, content design, and training-content development skills to deliver value across teams and customers.
Language
English
Fluent
Work Experience
Merchant/Customer Support Specialist at Starship Technologies
January 1, 2022 - January 1, 2022Assisted customers with software concerns via emails and chats; resolved merchant issues; referred troubleshooting to responsible teams and collaborated to improve support processes.
Technical Support Engineer L2 (TSE) at Twilio
January 1, 2022 - January 1, 2022Supported customers in resolving complex technical challenges via email (SendGrid) and calls (Twilio). Collaborated cross-functionally with Messaging, Voice, DevOps and SG teams to address fraud, compliance, and user-vetting issues; assisted with vetting and account activations; contributed to updating the knowledge base and improved internal and external processes.
Accounts Payable Specialist (AP) at Stora Enso
January 1, 2021 - January 1, 2021Managed and processed invoices within deadlines; handled internal and external queries; prepared for closing and used SAP for invoice processing; collaborated with business units to resolve external inquiries and supported process automation.
Contract Lecturer at Euroacademy
January 1, 2020 - January 1, 2020Lectured on Business Correspondence, Pricing, and Business English; prepared notes and presentations; delivered digital lectures; created tests and evaluated student knowledge; provided counseling and guidance to students.
Customer Support Content/Design Lead at Bolt Technologies
January 1, 2020 - January 1, 2020Wrote, proofread and edited articles for the internal knowledge base; managed KBs for Africa and parts of Europe; created and maintained the business support KB for the product; reviewed and improved customer support processes; led content-related projects and coordinated global content updates; collaborated with Learning & Development to create training content and worked with city teams to localize content; managed Jira Service Desk requests.
Customer Support Associate at Wise (formerly TransferWise)
January 1, 2017 - January 1, 2017Addressed client needs via email and calls; identified concerns and offered appropriate solutions; provided feedback for product improvements and collaborated with multiple teams to resolve complex challenges.
Education
Master of Arts in Business Administration (MA) at Business School, Euroacademy, Tallinn, Estonia
January 1, 2015 - January 1, 2017Bachelor of Arts in Management (BA) at National Technical University (KPI), Kharkov, Ukraine
January 1, 2010 - January 1, 2014Qualifications
Lean Six-Sigma White Belt
January 11, 2030 - October 27, 2025Industry Experience
Software & Internet, Telecommunications, Professional Services, Education, Media & Entertainment
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