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Customer Support Specialist Resume Sample

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Location

Ukraine

Rate

$12 / per hour

Years of experience

About

As a dedicated customer service professional with a strong background in both leadership and hands-on roles, I have developed a deep expertise in delivering exceptional customer experiences and guiding teams toward peak performance. As the Lead of Customer Support at Bitfrost, I established the entire customer service department from scratch for a startup, implementing key systems like Zendesk CRM and developing a comprehensive knowledge base for customer self-service. I also set up KPIs and SLAs to measure team performance and improve service delivery, ensuring alignment with company values and compliance standards. Collaboration with cross-functional teams has been key to refining our service offerings and achieving business goals. Throughout my career, I’ve progressed from a Customer Service Specialist to Senior Support roles, reflecting my strong problem-solving skills and ability to handle challenging customer inquiries with professionalism and empathy. At Binance, I honed my technical skills by troubleshooting complex issues and handling cryptocurrency payment processes. My experience as a Team Lead at CEC Services allowed me to refine my leadership capabilities, mentoring a team of 15+ agents, conducting performance reviews, and driving continuous improvement initiatives. I am passionate about enhancing customer satisfaction and developing high-performing teams through strategic planning, coaching, and hands-on leadership.

Tech Stack

Customer Service, Confluence, CRM, Lead, Project Planning, Support

Experience

Set up the entire customer service function, including implementing Zendesk CRM and building a comprehensive customer knowledge base.
Developed key performance indicators and service level agreements to measure and enhance team performance and customer service standards.
Managed a high-performing team of 15+ agents, conducting regular performance reviews, coaching, and onboarding.
Managed escalation-level cases and resolved complex issues, ensuring customer satisfaction and timely problem resolution.
Worked with product development, account management, and compliance teams to align customer service with business goals and ensure regulatory compliance.
Analyzed system logs, identified technical issues, and escalated them to development teams, improving product performance and customer experience.
Designed and implemented onboarding programs for new employees, ensuring alignment with company values and service standards.

Employment history

Lead of Customer Support, Bitfrost November 2023 - May 2024

Established the customer service department from scratch for a startup at the MVP stage.
Set up and configured Zendesk CRM, including tags management, macros, and API integration.
Defined and implemented SLAs and KPIs to measure and improve customer service performance.
Developed a comprehensive customer knowledge base to support customer self-service options.
Collaborated with product development and compliance teams to align service with business goals.
Designed and executed onboarding programs for new employees to ensure alignment with company values.
Provided guidance on customer service best practices to cross-functional teams.

Senior Customer Support Specialist, Binance February 2023 - October 2023

Delivered top-tier customer support with professionalism, empathy, and strong problem-solving skills.
Organized efficient cryptocurrency payment processes and ensured secure transactions.
Troubleshot technical issues and escalated bugs to development teams, improving system functionality.
Enhanced the company’s global presence by building trust and loyalty among customers worldwide.
Developed a strong understanding of blockchain and cryptocurrency products to assist customers effectively.

Customer Service Team Lead, CEC Services Sp. z o.o. November 2021 - February 2023

Managed and coordinated a team of 15+ customer service agents to ensure high performance.
Conducted regular performance reviews and provided feedback to maintain quality standards.
Developed and implemented business process improvements to enhance team performance.
Monitored team compliance with SLAs through weekly calculation of statistics and data analysis.
Led team meetings and resolved escalated customer cases to ensure service excellence.
Onboarded and mentored new employees with tailored training plans.

Customer Service Specialist, Armatis-LC October 2019 - October 2021

Resolved customer inquiries via calls, emails, and chat in line with company procedures.
Identified and addressed customer needs quickly to achieve maximum satisfaction.
Handled issues related to order processing, refunds, and payments as per company guidelines.
Worked with the team to meet project goals and service targets consistently.