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Andrii Matsiuk
Senior Account Manager, Customer Support Team Lead,
Partnerships/Corporate Account Management

[open contact info](look above in the "contact info" section)
S u m m a ry
Versatile and customer-focused professional with 4+ years of
[open contact info](look above in the "contact info" section)
experience in client communication, business development,
Kyiv fundraising, and international project coordination. Known for
building strong relationships, adapting to diverse stakeholder
needs, and delivering clear, strategic messaging across cultures
E d u c a ti o n and industries.
Bachelor Finance, Banking Driven to contribute to impactful initiatives in the sports and
and Insurance (81.2) logistics sectors, where strong communication, coordination, and
Kyiv-Mohyla Academy stakeholder engagement are key.
Sep 2016 - Jun 2020
W o rk E xp e ri e n c e
Investment Analyst, Lilo (Contract), Kyiv
S ki l l s May 2025 - Present
Communication Built complex models to assess investment viability,
especially in automation and scaling scenarios
Account Management Identifed break-even points across di erent growth
trajectories and cost structures
Teamwork Conducted sensitivity analyses to evaluate the impact of
variables like team size, automation costs, and client growth
Market Research Create structured presentations, memos, and Excel models to
support decision-making
Lead Generation
Integrate feedback dynamically and adjust models to re ect
real-world constraints
Sales
Account Manager, UARM
Relationship Building March 2024 - April 2025
Oversaw the end-to-end operations of an overseas e-
Presentation Skills commerce military tech project, ensuring service continuity
during con ict-related disruptions.
Managed complex customer scenarios, including delivery
La n g u a g e s delays, refunds, and proactive communication to maintain
Ukrainian trust and satisfaction.
Retained over 50% of customers a ected by war-related
English shipping delays through e ective issue resolution and
relationship management.
Polish Successfully reduced refund rates to under 35% (down from
a projected 50%).
Italian Scaled the support team by recruiting and onboarding two
agents, enabling full-time coverage across all support
channels and time zones.

Fundraiser, Better Delivery Regulation O ce (Contract), Kyiv
June 2023 - February 2024
Secured $6.3 million in funding dedicated to rebuilding
reoccupied infrastructure through strategic donor
engagement and proposal development.
 Initiated and facilitated 7+ meetings with international
donors via live sessions, email, phone, and chat,
strengthening collaborative ties.
Authored and submitted 7 grant applications, with 1
successful award, demonstrating e ective grant writing and
project alignment with donor priorities.
Managed comprehensive donor communications, identifying
speci c interests and aligning fund allocation strategies
accordingly.
Developed a detailed donor contact database, categorized by
key sectors including education, healthcare, and energy
security, to optimize future outreach and partnership
potential.

Customer Support Representative, Everhelp (genesis) (Internship),
Kyiv
November 2022 - July 2023
Addressed customer complaints and o ered appropriate
solutions and alternatives through phone, chat, and email.
Provided necessary assistance in a timely and e cient
manner, prioritizing based on impact and service level
agreements (SLAs).
Handled multiple chat conversations simultaneously with
equal attention to each.
Advised customers of the company's products, their usage,
and functionality through social media platforms.
Escalated unresolved issues to ensure customers feel
supported and valued.
Followed up on complaint/question status until resolution
was achieved.

Business Development Executive/ Afterhours Tracking Team Lead,
Everest Transportation Systems, LLC, Kyiv
May 2021 - September 2022
Coordinated between customers and the Operations
Department to ensure smooth logistics work ows.
Provided real-time load status updates to both customers
and carriers.
Managed daily operations in Salesforce CRM, including
scheduling and creating 30+ new loads per day.
Handled spot market quoting and bidding for key accounts.
Maintained and serviced 30+ business accounts, contributing
to over 1000 successful deals in 9 months.
Resolved logistics issues such as late deliveries, truck
breakdowns, and substitutions.
Acquired at least 3 new clients via cold calls, showcasing
sales and negotiation skills.

Customer Support Agent, Compliance Agent, TresCommas, Kyiv
September 2020 - April 2021
Delivered multi-channel support via phone, chat, email, and
social media while managing concurrent conversations under
SLA constraints.
Investigated customer complaints thoroughly, ensuring
transparency in decisions and resolutions.
Provided product usage guidance, tracked complaint status,
and ensured client satisfaction through e ective escalation.
 Contributed to customer-centric service environments across
tech and telecom industries.
Platforms used: Freshdesk, internal ticketing systems.

Intern/Junior Client Advisor, ProCredit Bank (Internship), Kyiv
June 2020 - September 2020
Underwent an Onboarding in which:
Responsible for day-to-day servicing of a shared client base
to ensure consistent delivery of a high-quality and seamless
service o ering
Developed an understanding and built relationships with
clients.
Attended and assisted with the organization of client events
Responded promptly and professionally to queries from
clients via email and phone

Junior SEO Specialist, Devellar (Internship), Kyiv
July 2019 - June 2020
Conducted comprehensive web searches and link placements
(pro les, directories, forums).
Collaborated with SEO teams on semantic analysis, content
audits, and technical SEO assessments.
Utilized tools like Ahrefs, Similarweb, SEMrush to track
freelance contributions and identify optimization
opportunities.

Co u rs e s
Fundraising Essentials, Ukrainian Catholic University
May 2023 - July 2023

Ho b b i e s
Sports Enthusiast: Passionate about team and individual
sports including football, basketball, tennis, winter sports,
and darts.
Cybersports: Actively engaged in competitive and recreational
e-sports, with a focus on strategy and teamwork.
Music & Performance: Enjoy singing and playing the guitar;
frequently perform solo and in group settings.
Creative Expression: Explore rhythm and musical composition
as a form of personal growth and relaxation.