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
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.
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.
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.
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.
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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