Anastasiia Pelishenko

Handled technically complex customer and partner inquiries in English via Zendesk, diagnosing issues using DevTools, Postman, Swagger, and SQL queries. Monitored API and coupon generation failures using Grafana and Power BI, escalating bugs via Jira with detailed logs and descriptions.

Handled incoming customer inquiries via email and chat in English, resolving common requests such as registration, booking rescheduling, and password resets. Escalated complex tickets to the L2 team via Zendesk with full context, tags, and priority, while consistently meeting SLA targets for first response time and resolution deadlines.

Led a class of over 20 students with two assistants, conducting weekly meetings and performance reviews. Managed classroom budgets and logistics for field trips and school-wide events, while also preparing internal documentation for CIS accreditation review.

Delivered bilingual lessons using play-based and Montessori-inspired methods to preschool students. Collaborated with the curriculum team to tailor lessons to individual student needs, fostering a supportive and engaging learning environment.

Taught one-on-one English classes online using digital platforms and gamified tools. Adapted lessons based on student progress and engagement metrics, ensuring an effective and interactive learning experience.

Provided technical support to customers via phone and CRM regarding mobile and home internet connectivity issues. Diagnosed basic service disruptions and guided users through troubleshooting steps, escalating unresolved issues to higher-level support while maintaining a high volume of calls.

Currently pursuing a Master of Education in Educational Studies. This program focuses on advanced pedagogical theories and educational research.

Completed a Bachelor of Education, gaining foundational knowledge in teaching methodologies and educational psychology. This degree prepared me for a career in education.