Viktoriia Moskal
Palatine,IL
Summary
Dynamic Support Specialist with a proven track record at Avenga and Corevalue. Excelled in enhancing client satisfaction and team collaboration, achieving a significant improvement in incident resolution efficiency. Skilled in remote support and problem-solving, adept at escalating complex issues, ensuring high-quality customer service.
Overview
3
3
years of professional experience
Work History
L1 SUPPORT ENGINEER
AVENGA
03.2022 - 12.2022
Main Responsibilities:
- Providing professional monitoring
- Reporting quality service to the customers
- Escalating issues
- Documenting interactions
BUSINESS PROCESS OUTSOURCING TEAM LEADER
AVENGA
10.2021 - 03.2022
Main Responsibilities:
- Handling support agents
- Reporting the team's progress to higher management
- Coordinating efforts and division of tasks
- Resolving interpersonal concerns.
BUSINESS PROCESS OUTSOURCING SPECIALIST
COREVALUE
10.2019 - 06.2020
Main responsibilities:
- Diagnosing and resolving basic issues.
- Responding and resolving customers’ requests for assistance in a timely manner (answering FAQ, identifying issues, diagnosing the root cause)
- Escalating the issues and gathering information.
- Communicating with the team on the progress.
Education
Training Course - Salesforce Administrator
Softserve IT Academy
Ivano-Frankivsk, Ukraine04.2022
Training Course - HTML5 Application Development Fundamentals
Softserve IT Academy
Ivano-Frankivsk, Ukraine 06.2019
Bachelor’s Degree - English Philology
Vasyl Stephanyk Precarpathian National University
Ivano-Frankivsk, Ukraine 07.2017
Skills
- Remote Support
- Active Learning
- Complaint Handling
- Incident Management
- Escalation management
- Fast Learner
- Attention to Detail
- Problem-solving abilities
- Team Collaboration
- Client satisfaction
- Written Communication
Languages
English
Professional Working
Ukrainian
Native or Bilingual
Timeline
L1 SUPPORT ENGINEER
AVENGA
03.2022 - 12.2022
BUSINESS PROCESS OUTSOURCING TEAM LEADER
AVENGA
10.2021 - 03.2022
BUSINESS PROCESS OUTSOURCING SPECIALIST
COREVALUE
10.2019 - 06.2020
Training Course - Salesforce Administrator
Softserve IT Academy
Training Course - HTML5 Application Development Fundamentals
Softserve IT Academy
Bachelor’s Degree - English Philology
Vasyl Stephanyk Precarpathian National University
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