Yaroslav

YAROSLAV KOZAKEVICH
HEAD OF CUSTOMER SUPPORT
TEAM LEAD
SALES MANAGER
VIP ACCOUNT MANAGER

PERSONAL
INFO SKILLS

Experienced in Customer Leadership, Strategic Thinking, Communication, Planning,
Success , VIP accounting and Management, Time Management, Board Development,
CPQ management, Team Lead Negotiations, Conflict Resolution, Digital Marketing,
and dynamic Deputy Head with Presentations, Problem Solving, Project Management, Sales
four years of experience with a Management, Influencing, Customer Service, Adaptability,
demonstrated history of working Coordination, Risk Assessment, Quality Assurance, Team
in the information technology Recruitment, Meeting Organization.
and services industry. Skilled in IT
PROFICIENCY
Service Management, Team
Management, Payment PC, Microsoft Office, Google Services, Canva, iSpring,
Processing, along with Presentational soft apps, platforms, SaaS, Speexx,
International Banking System. PeopleForce, Photoshop, People Management, Digital
Strong operations professional Marketing, Payment Systems, and Payment Processors,
with well-built skills focused in Wire Transfers, Blockchain, BTC, BCH, Neosurf, Skrill,
Foreign Customer Service and PaySafe, Neteller, PayID, BPay, OTRS Ticketing System,
Management. Wide-ranging OKTA, VOIP, Zammad, Rocket Chat, Jabber ( Pidgin),
experience in different posts in SharePoint, XWiki, SysPass, Group Office, Jira, Confluence,
Ukrainian Television, On Set, Trello, Zendesk, Microsoft Teams, Slack, Omnidesk, Tawk.to,
Editing, Journalism. VPN Services, Different Client Service Softs, etc.

CONTACTS WORK EXPERIENCE
DOB: 09.01.1988
Code IT and Workday
[open contact info](look above in the "contact info" section) Customer Success / VIP account manager / CPQ
manager
[open contact info](look above in the "contact info" section) (April 2022 - till now)

/iaroslav.kozakevych
Managed a portfolio of VIP clients to achieve
EDUCATION long-term success
Supporting clients in Jira requests
Dealing with bugs, enhancement tickets, special
Mariupol State University of requests, etc
Humanities; Translator and Contacting with developers and management
Interpreter of English and team
Greek Languages (2005 -2009)
LANGUAGES

Managing churn and increasing customer
English - fluent retention
Greek - average Educating customers with soft and improving
Russian - native customer experience
Ukrainian - native Driving account expansion with contextual offers
and growing lifetime value
Collecting customer feedback and closing
feedback loops
Building relationships by providing consistent
value and fostering customer loyalty
Mapping customer success journeys to spot and
remove friction
Managed a portfolio of accounts to achieve long-
term success
Developed positive relationships and handled
customers’ needs
Acquired a thorough understanding of key
customer needs and requirements
Attending daily calls and meetings

TFM ELD
Sales Account Manager
(SEPTEMBER 2021 - FEBRUARY 2023)

Managed a portfolio of accounts to achieve long-
term success
Developed positive relationships and handled
customers’ needs
Generated new sales using existing and potential
customer networks
Acquired a thorough understanding of key
customer needs and requirements
Reported on the status of accounts and
transactions
Suggested actions to improve sales performance
and identify opportunities for growth
Resolved any issues and problems faced by
customers and dealt with complaints to maintain
trust
Represented customers and spoke on their behalf
when necessary
Served as the link of communication between key
customers and internal teams
Set and tracked sales account targets, aligned with
company objectives
Coordinated and developed product presentations
based on seasons
Quest Marketing / UltimaTech
Shift Manager / Deputy Head
(APRIL 2018 - SEPTEMBER 2021 )

Collaborated with cross-functional teams to achieve
project goals in a timely and effective manner.
Used excellent time management and project
management skills to successfully oversee and
manage projects from conception to completion.
Oversaw visual display plans and managed teams
creating those plans.
Worked with the overall mission of UltimaTech in
mind and sought to effectively convey and promote
the true UltimaTech products.
Developed key project goals and worked
collaboratively with teams to meet those goals.
Helped to oversee software transactions and
solutions
Processed international payments
Managed multi-project teams
Account and retention management
Oversaw strategic goals and tactical decisions with
weekly cross-functional meetings.
Ensured quality assurance
Created and executed a strategic sales plan that
expands the customer base and extends global
reach
Designed and implemented a strategic business
plan
Managed external partners and service providers
Proven ability to drive the sales process from plan to
close
Tracked, analyzed, and communicated key
quantitative metrics and business trends as they
relate to partner relationships
Recruited internal project teams and helped to
develop more junior members

Quest Marketing / UltimaTech
Customer Support and Sales Manager
(AUGUST 2017 - APRIL 2018)

Provided customers with quality assistance
through phone calls (call center), emails, and
Internet chats.
Accurately verified information and updated
information databases as necessary.
Offered new services based on the needs of a
customer.
Discussed promotions, products, and anything
pertaining to better and more satisfactory service
for the customer.
Showed a clear understanding of departments and
their procedures.
 Redirected calls as needed and worked with my
supervisor to address any outstanding issues or
concerns.
Continually sought to promote the mission and
brand of the company by providing excellent
customer service at any opportunity.
Tracked and analyzed sales statistics based on key
quantitative metrics
Handled and resolved customer complaints
regarding a product or service
Set discount rates, offers, gifts, etc.

Ukrainian TV Channel " STB"
Casting Manager, Journalist, Editor, Casting
Director.
(SEPTEMBER 2014 - MAY 2017)

Collaborated with directors and producers to
determine a role’s requirements (physical
characteristics, experience, etc.)
Prepared a casting budget with the help of
accountants
Adaptation and editing of scenarios
Organized auditions and castings, short filming
castings, shootings
Interviewed participants and determined their
suitability for the show
Supervised other staff (e.g. casting assistants)