Stefaniia Lepekha

Liverpoool

Summary

Customer Support Professional with over 5 years of experience progressing from Junior to Senior Specialist. Skilled in management, organization, and analytical problem-solving. Proven ability to de-escalate complex customer cases and deliver tailored, effective solutions. Ready to leverage my expertise in a fast-paced corporate environment.

Overview

Languages

years of professional experience

Work History

Senior customer support specialist

Parimatch

09.2018 - 08.2022

Resolved high-volume real-time queries through live chat, emails, and hotline, ensuring timely support and customer satisfaction.
De-escalated complex account queries and edge cases, serving as Tier-2 support point and shift lead for junior agents.
Mentored and trained junior operators, improving team performance, onboarding quality, and technical troubleshooting accuracy.
Assisted customers in setting up new systems, applications, and software, enhancing user experience and facilitating smooth transitions.
Performed KYC and AML verification to mitigate financial crime risks.

Assistant manager

Black Sheep coffee LTD

London

12.2023 - 05.2024

Coordinated with senior management to implement strategic plans for revenue growth.
Facilitated weekly staff meetings to review targets, identify performance improvements, and address customer feedback.
Onboarded and trained new team members on operational workflows, food safety, and customer service standards to enhance team readiness.
Managed daily operational checklists and quality control tasks.
Handled inventory management and stock control.
Resolved customer complaints efficiently and professionally, maintaining service quality during busy periods.
Completed shift-end paperwork and administrative duties.

Education

BA foundation program - Business Administration

University of Suffolk

United kingdom, England

08-2026

Skills

KYC / AML compliance
De-escalation / Complaint resolution
CRM and ticket systems
SLA / QA Standards
Operational management
Team Onboarding / Mentoring

Analytical skills
Jira
Zendesk
MS Office
Slack