Contact information

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Work experience

Customer support representative

from 01.2022 to 09.2024 (2 years 9 months)
crypto choice, Kyiv (Marketing, advertising, and PR)

Closed over 14,352 sales deals for the company.

Possess deep knowledge of crypto market deals, boosting client acquisition by 15%.

Achieved a 30% outbound call conversion rate through strong communication and persuasive sales techniques.

Led and managed a remote team of 10+ sales representatives, consistently surpassing goals at 120% of target for 6 consecutive months.

Optimized CRM utilization, improving lead management efficiency by 20%.

Consistently delivered 20+ FTDs monthly, contributing to steady revenue growth.

Managed operations across 4 time zones, maintaining an 80% client satisfaction rate.

Recruited, trained, and mentored remote sales teams, raising productivity by 25%.

Designed and implemented sales strategies that shortened the sales cycle by 15% and improved closing rates by 25%.

Built and nurtured relationships with 67+ clients, achieving a 75% retention rate.

Partnered with marketing and product teams to increase inbound leads by 15%

Customer support representative

from 03.2020 to 04.2024 (4 years 2 months)
nidstrom, Kyiv (IT)

Handled an average of 40–60 customer inquiries daily via phone, email, and chat, achieving a 95% first-contact resolution rate.

Provided technical support and troubleshooting for software and hardware issues, reducing ticket escalation by 25%.

Maintained detailed records of customer interactions in CRM systems, improving data accuracy and response time by 30%.

Collaborated with IT teams to identify recurring issues and recommend solutions, leading to a 15% reduction in repeat complaints.

Delivered product training and onboarding support to new clients, increasing user adoption rates by 20%.

Consistently met or exceeded performance KPIs, including customer satisfaction (CSAT 90%+), average handling time, and resolution speed.

Education

Taras Shevchenko National University of Kyiv

Office Technology management, Kyiv
Higher, from 2016 to 2018 (2 years)

Additional education and certificates

Customer service skills, Alison Online

2023, 1 year
Certificate

Knowledge and skills

• Користувач Salesforce
• MS Office
• Direct sales
• Active sales
• Recruitment for retail
• Sonata
• Confidence
• Adaptability
• Hardworking
• Communicability
• Online teaching
• Conducting individual classes
• Google Classroom
• Teaching for children and teenagers
• Educability
• Teaching for preschoolers
• Conducting group classes
• Google Meet
• Quizlet
• Teaching for adults
• Holding meetings in Zoom
• Goodwill
• Teaching
• Conflict-free
• Corporate English Teaching
• Kahoot!

Language proficiencies

English — advanced

Additional information

telegram link
t.me/elmareow

email
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phone
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viber
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