Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/10031337/

Work experience

Customer Success/EdTech Project Coordinator

from 10.2023 to 01.2025 (1 year 3 months)
CodeEasy AB (SaaS), Київ (IT)

online story-based programming platform for classroom, SaaS
Key responsibilities:
- working in a start-up environment;
- developed and implemented customer acquisition strategies targeting K–12 Computer Science educators across the USA and UK/Western Europe educational markets;
- produced blog content and marketing promotional materials using AI tools (e.g., ChatGPT) and design software (e.g., Canva, MidJourney) to support lead generation campaigns for further distribution within prospects’ acquisition channels;
- built and maintained long-term relationships with educators to foster user retention and product advocacy,
- developed clients' onboarding instructions and guides;
- executed LinkedIn Sales Navigator outreach campaigns to generate qualified leads;
- led negotiation processes and oversaw the onboarding of teachers and students during trial periods;
- conducted sales negotiations and prepared commercial documentation, including quotes and Invoices;
- managed and updated customer journey records in Pipedrive CRM, ensuring accurate sales pipeline tracking, set up CRM automatization;
- delivered prompt technical and administrative support to educators using the course platform;
- collected user feedback and feature requests, facilitating product improvements by communicating with the development team;

Head of Customer Support

from 01.2022 to 06.2023 (1 year 5 months)
HiTech Rush Inc, Київ (IT)

Key responsibilities:
- supervised daily operations and shift schedules for the customer support team, ensuring optimal workload distribution and KPI attainment.
- monitored customer satisfaction through Intercom analytics, implementing initiatives to improve ratings and resolve service gaps if any
- handled complex, refund- or escalated client cases with a focus on resolution efficiency and customer experience;
- monitored product reputation on the external reviews platforms;
- maintained and expanded internal knowledge bases, FAQs, and Help Center content to ensure team-wide consistency and fast customer request/issue resolution keeping key support metrics (SLA, CSAT rate, NPS, FCR) on a high level;
- led weekly team meetings to review performance, address unresolved cases, and discuss technical challenges and feedback loops;
- reported escalated platform issues/platform bugs and system anomalies to the QA team for review, tracking their resolution progress;
- collaborated with the Development Team, Marketing Team to stay updated on platform changes and communicated relevant updates to the support team;
- coordinated with the Marketing Team to ensure aligned messaging and timely support for campaigns;
- participated in the hiring process of new support agents with further onboarding and training activities.

EdTech Project Manager/Customer Success Manager

from 01.2022 to 05.2023 (1 year 4 months)
HiTech Rush Inc, Київ (IT)

Key responsibilities:
- executed lead generation via LinkedIn, Facebook, and the CSTA platform to identify and engage prospective academic partners;
- created onboarding resources tailored for Computer Science teachers in the US and EU, aligning the course with educational standards and curricula;
- led negotiation processes and oversaw the onboarding of teachers and students during trial periods;
- prepared and managed financial and legal documentation including POs, Invoices, and Contracts
- collected user feedback and relayed insights to the development team to enhance compliance with school policies and educational requirements;
- initiated partnerships and crafted marketing strategies to distribute the
platform via educational aggregator platforms.

Customer support manager

from 08.2018 to 12.2021 (3 years 4 months)
HiTech Rush Inc, Київ (IT)

Key responsibilities:
- provided real-time support for platform users regarding courses descriptions, subscriptions, technical issues, account access, and billing inquiries meeting SLA and other key support metrics
- troubleshot and resolved user-reported issues with course materials and platform functionality;
- supported educational outreach campaigns by engaging with global schools and colleges for platform adoption;
- reported escalated platform issues/platform bugs and system anomalies to the QA team for review and resolution
- handling customer refund requests and ensuring timely, policy-compliant resolutions to maintain customer satisfaction and trust;
- monitoring and moderating user-generated content across platform comment sections and forums to ensure adherence to community guidelines and a positive user experience;
- monitoring and responding to user reviews on the Android App Store to address feedback, resolve issues, and enhance overall user satisfaction and app reputation.

Client account manager

from 12.2017 to 06.2018 (6 months)
Crysberry Studio, Київ (IT)

Key responsibilities:
- acted as the primary post-sale contact, maintaining regular communication with clients via email, Skype, and Slack throughout the project lifecycle;
- coordinated with project managers to align on deliverables, timelines, and resource planning;
- oversaw financial operations related to signed contracts, including time reporting and Invoice management.
- utilized CRM systems (Zoho, HubSpot) and Confluence for project tracking and documentation.
- managed project resourcing and addressed any staffing adjustments as needed.
- collected client feedback post-project delivery for continuous improvement and Clutch reviews.
- identified upselling opportunities and supported account expansion strategies.

Account manager

from 05.2017 to 12.2017 (7 months)
Semalt, Київ (IT)

Key responsibilities:
- managed lead nurturing campaigns using CRM-based ticketing systems and email marketing.
- conducted pre-sale consultations and negotiations with potential clients via email and Skype.
- provided post-sale account management and support to ensure client satisfaction, retention and long-term engagement.

Customer order reception

from 11.2015 to 04.2017 (1 year 5 months)
Brenntag, Київ (Оптова торгівля, дистрибуція, імпорт, експорт)

Key responsibilities
- customer order reception and pre- and after- shipment support, issuing invoices in SAP system;
- monitoring warehouse stock;
- issuing shipment documentation;
- negotiations with suppliers regarding potential purchase orders; - cooperation with logistics department and brokers regarding
customs clearance of imported products;
- partial dealing with CRM-system;
- technical translations of TDS, MSDS of the products; - promotional materials ordering for key clients;
- ordering air-flight tickets for personnel;

Sales assistant

from 04.2011 to 08.2015 (4 years 4 months)
Bang&Bonsomer, Київ (Оптова торгівля, дистрибуція, імпорт, експорт)

Key responsibilities
- negotiations with foreign suppliers regarding purchase orders and shipments;
- issuing import/export documentation (Invoices, Addendums, Specifications, Agreements, etc.)
- client orders support (Invoices, shipment documentation, consultations); - operations in 1C, IBS systems (Sales and Purchase Management);
- chemical samples sending to potential clients;
- support in concluding Contracts with Ukrainian clients and foreign suppliers;
- cooperation with logistics department (transport orders applications, applications for sanitary authorities, the Chamber of Commerce, etc.)

Education

Kyiv National Linguistic University

English Philology
Higher, from 2005 to 2010 (5 years)

Knowledge and skills

• Teamwork
• Sale of educational services
• Google Docs
• Confluence
• Notion
• Jira
• HubSpot
• Zoho CRM
• Canva
• Intercom
• Технічна підтримка користувачів
• Цілеспрямованість
• Комунікабельність
• Ведення CRM
• Робота із запереченнями
• Здатність до навчання
• 1С:Підприємство
• AmoCRM
• Pipedrive
• LinkedIn Sales Navigator
• Jivo
• Midjourney
• User ChatGPT
• Technical support for users
• Zapier
• Customer orientation
• Work with customers

Language proficiencies

English — fluent

Additional information

Не працюю на рос. ринок