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

Summary
Personal Info
Versatile and motivated professional with 4+ years of experience in
[open contact info](look above in the "contact info" section)
business development, fundraising, customer support, and international
[open contact info](look above in the "contact info" section) project coordination, known for strong communication, adaptability, and
relationship-building.
Kyiv
Currently pursuing growth in graphic design for social media and
partnership engagement, aiming to combine creative expression with
Education strategic communication.

Bachelor Finance, Banking
and Insurance (81.2) Work Experience
Kyiv-Mohyla Academy
Sep 2016 - Jun 2020 Account Manager, UARM
March 2024 - April 2025
Oversaw the end-to-end operations of an overseas e-commerce
Skills military tech project, ensuring service continuity during con ict-
related disruptions.
Communication
Managed complex customer scenarios, including delivery delays,
Account Management refunds, and proactive communication to maintain trust and
satisfaction.
Teamwork Retained over 50% of customers affected by war-related shipping
delays through effective issue resolution and relationship
Market Research management.
Successfully reduced refund rates to under 35% (down from a
Lead Generation projected 50%).
Scaled the support team by recruiting and onboarding two agents,
Sales enabling full-time coverage across all support channels and time
zones.
Relationship Building
Fundraiser, Better Delivery Regulation O ce (Contract), Kyiv
Presentation Skills June 2023 - February 2024
Secured $6.3 million in funding dedicated to rebuilding reoccupied
infrastructure through strategic donor engagement and proposal
Languages development.
Initiated and facilitated 7+ meetings with international donors via
Ukrainian
live sessions, email, phone, and chat, strengthening collaborative
ties.
English
Authored and submitted 7 grant applications, with 1 successful
Polish award, demonstrating effective grant writing and project
alignment with donor priorities.
Italian 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 offered 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 effective 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
offering
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.

Courses
Fundraising Essentials, Ukrainian Catholic University
May 2023 - July 2023

Hobbies
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.