Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/10320182/

Work experience

Support Manager

from 02.2024 to 03.2026 (2 years 2 months)
New School Education Agency (Educational services, pre-qualifier), Remote (Education and science)

-I worked as a Cold Call Specialist, playing a key role in the early stages of the student acquisition funnel.
-My primary responsibility was to initiate outbound communication with prospective clients, introduce educational services, and identify individuals with a genuine interest in studying abroad.
- I used my over 5 years of experience and a consultative approach to engage potential students and their families, ask targeted questions to understand their goals, and assess their readiness to proceed.
-I effectively qualified leads based on predefined criteria such as academic background, budget, and timeline, ensuring that only high-potential prospects were passed on to the Admissions team.
-I consistently exceeded call (150 - 200 per day) and lead qualification targets by 50%
-I maintained accurate and up-to-date records in CRM systems and consistently met and exceeded daily and weekly KPI targets.

Tools:,Slack, Zendesk, Chatwoot, Customised CRM, Kommo CRM, Zadarma

Sales manager

from 01.2022 to 12.2024 (3 years)
Ascend Atlethics, Kyiv (Beauty, fitness, sports)

-I provided real-time chat support via Instagram, ManyChat, WeChat, Chatwoot, among others, converting conversations into direct sales.
-I recruited, trained, and supervised a 5-person chat support team delivering 24/7 coverage.
-I helped drive daily sales volumes exceeding $70,000 USD through chat-based selling strategies.
-I implemented response scripts, quality standards, and shift workflows.
-I consistently met or exceeded daily and weekly performance targets and KPI's.

Tools: Instagram, Telegram, ManyChat, Socialgrowth.co, Wechat, Google Workspace

Sales Manager

from 12.2020 to 01.2022 (1 year 2 months)
Adornis Wallpapers Inc., Remote (Construction, architecture, interior design)

-I conducted outbound calls (150-200 per day) to homeowners, interior designers, and businesses, introducing the company’s wallpaper solutions and identifying clients interested in enhancing their spaces.
-I engaged prospects in meaningful conversations according to script to understand their needs, preferences, and project timelines.
- I maintained detailed records of client interactions and lead status in CRM systems to enhance smooth teamwork.
-I consistently met or exceeded lead generation and qualification targets and KPI's.
-I increased conversion rates through effective client screening and follow-up.
-I collaborated with installers to ensure seamless communication and scheduling to build good customer relationships and experience, resulting in repeat sales and more referrals.

Tools: Slack, Zendesk, Chatwoot, Customised CRM, Kommo CRM, Zadarma

Customer Support representative

from 12.2018 to 12.2019 (1 year)
Dispatcher247, Remote (Transportation and logistics)

Fast Appliance Repair (Home Services) — Orlando / Remote
-Scheduled appliance repair appointments and efficiently dispatched technicians.
-Upsold additional services and maintenance plans during customer interactions.
-Collected and managed customer reviews to improve online reputation.
-Wrote informational articles for the company website to support SEO and customer education.
Tools: Jobber, Housecall Pro, Zadarma

Education

Taras Shevchenko National University of Kyiv

Computer Science, Other countries
Higher, from 2016 to 2020 (4 years)

Bachelor's Degree

Additional education and certificates

Diploma In Customer Service & Business Management

2025, 6 months

Havard Management Certification Course

2020, 5 months

Sales Processes

2019, 3 months

Customer Support And Experience Management

2021, 6 months

Diploma in Customer Service

2026, 3 months

Knowledge and skills

• Самостійність
• Ведення онлайн-чатів
• Швидкий набір тексту
• Ведення CRM
• Asana
• Harvest
• Прийом вхідних дзвінків
• Перша лінія підтримки
• Уміння працювати в режимі багатозадачності
• Комунікабельність
• Trello
• Zendesk
• Slack
• Sales Expert
• Sale
• QuickBooks

Language proficiencies

• English — fluent
• Ukrainian — beginner

Additional information

In my approach to professional endeavors, I hold certain principles close to heart. I firmly believe in the power of empathy and active listening to understand and fulfill the needs of customers.