Dispute resolution Manager

Education

September 2014 - February 2020

Kharkiv University of Humanities “People's Ukrainian Academy” - Master Degree

Translator of French and English languages

Work Experience

• January 2018 - October 2020

  AddSalesForce - Customer Support Agent

  Resolved customer issues efficiently while maintaining high satisfaction rates

• January 2023 - December 2023

  Uniwell - Billing Support Agent

  Processing refunds and order management

• January 2024 - January 2026

  Genesis - Dispute Resolution Agent

  Managed customer disputes related to payments and transactions, conducting detailed investigations and analyzing supporting documentation.

Professional Skills

• Customer support via email, chat, and ticketing systems

• Dispute resolution and chargeback handling

• CRM and ticketing system management

• Communication with payment providers and internal teams

• Investigation and documentation of customer cases

Technologies & Tools

• Zendesk

  Ticket management, SLA monitoring, customer communication, and escalation handling.

• Solidgate

  Payment processing support, dispute and chargeback handling, transaction monitoring.

• Notion

  Documentation management, knowledge base creation, workflow organization, team collaboration.