Kyrylo

Kyrylo Kravtsov
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)

Professional Summary
Customer Support and Technical Support professional with nearly 2 years of experience delivering high-quality
B2C support to users across Tier 1 markets including the US, UK, Western Europe, Japan, and Singapore.
Proven track record of improving key KPIs — achieved 71% reduction in First Response Time and 70% reduction
in Average Resolution Time through workflow optimization. Experienced in cross-functional collaboration with
Product and QA teams, knowledge base development, peer coaching, and pre-release product testing. Fluent in
English (C1). Seeking a technical support or customer success role in fintech, security, or B2B SaaS.

Work Experience
Middle Technical Support Manager | Howly | December 2024 – March 2026
• Achieved consistent growth in key KPIs (FRT, ART, CSAT, chat duration) through ongoing process
optimization and performance tracking
• Participated in pre-release testing of new products, features, and internal tools, delivering structured feedback
that improved usability and support readiness
• Partnered with Product and QA teams during pre-release phases to identify issues early and ensure smoother
customer experience post-launch
• Provided ongoing peer coaching, sharing performance optimization strategies that contributed to measurable
KPI improvements across the team
• Developed and maintained internal knowledge base content and response documentation

Junior Technical Support Manager | Howly | June 2024 – December 2024
• Provided technical support to English-speaking users in accordance with internal company guidelines and
SLA requirements
• Developed a personalized workflow achieving a 71% reduction in First Response Time and 70% reduction in
Average Response Time, consistently exceeding team benchmarks
• Proactively identified recurring issues and contributed to process improvements that reduced overall ticket
volume
• Collaborated with team members, upper management, and cross-functional departments to ensure workflow
stability
• Contributed to team-wide performance improvements through knowledge sharing and consistent quality
standards
• Delivered support to a diverse international user base across Tier 1 markets — US, UK, EU, Japan, and
Singapore — maintaining consistent quality standards across cultural and linguistic contexts

Education
Master's Degree in Computer Engineering | Petro Mohyla Black Sea National University |
September 2021 – June 2023

Bachelor's Degree in Computer Engineering | Petro Mohyla Black Sea National University |
September 2017 – June 2021

Skills
Customer Support | Technical Support | KPI Optimization | SLA Management | Zendesk | Notion | CRM
Systems | Ticketing Systems | Knowledge Base Development
Peer Coaching | Cross-functional Collaboration | QA Collaboration | Pre-release Product Testing
Process Improvement | Root Cause Analysis | Customer Satisfaction (CSAT)

Languages
English — Fluent (C1)
Ukrainian — Native

Certifications
Military Translation Bootcamp — Ukrainian Association of Translators and Interpreters, June 2024

Additional Experience
Volunteer Translator (Ukrainian–English) | DeepStateEN | October 2022 – December 2023
• Translated text and media content for the English version of the DeepStateUA situational awareness project
• Maintained consistent style, tone, and accuracy for an English-speaking international audience
• Created a glossary of frequently used military and geopolitical terms to standardize translation across the
project

Freelance Translator / Proofreader | Various Clients incl. Log&Steel | September 2019 – Present
• Translated technical documents, website content, and media materials across English and Ukrainian
• Collaborated with project owners and editors to ensure translations met strict project guidelines