Лучія

Luchiia Valentyna Mataupu
Location: Bucharest, Romania | Email: [open contact info](look above in the "contact info" section) | Phone: [open contact info](look above in the "contact info" section)
Languages: Ukrainian, English

Profile Summary
Ukrainian customer support and operations leader with experience in fintech, SaaS, and call centers. Most recently, I was Call Center Training Head, creating training programs (see course link below).
I’ve also managed Customer Support at a fintech company, led teams at Cloudbeds (SaaS), and worked at Auction Export, handling customer service for North American auto auctions.
Currently based in Bucharest, Romania, with a British Resident Permit, I’m seeking a dispatcher role or customer support position for the US market.

Professional Experience
Training Department Head
Approve Ninja (Remote Call Center)
March 2023 - May 2024
• Led and developed a team of trainers, managing planning, motivation, and professional development initiatives.
• Coordinated high-impact training projects to ensure quality, on-time delivery, and alignment with business goals.
• Designed and implemented innovative training programs for both new hires and current employees, boosting effectiveness.
• Created a comprehensive training website and course, enhancing learning access for employees and clients. View the Course Here.
Customer Support Manager
Agile Partners (Fintech, Remote)
Nov 2021 - Jan 2023
• Managed client support agents, overseeing onboarding, training, and performance to ensure top-tier service.
• Developed and maintained Standard Operating Procedures (SOPs), optimizing support operations and enhancing client satisfaction.
• Collaborated cross-functionally to streamline client support processes and improve service delivery.
• Played a key role in the development of secure payment solutions for Afghanistan and NGOs, improving financial accessibility in high-risk regions.
Onboarding Department Training Lead
Cloudbeds (Remote SaaS)
Feb 2020 - Dec 2021
• Developed and delivered training content for new hires, focusing on SaaS products, hospitality software, and cloud solutions.
• Led the management of Cloudbeds University in Docebo, updating and optimizing learning materials. View the Video Example Here.
• Facilitated global training sessions, collaborating with internal and external teams to align on product launches and process updates.
• Created and updated client-facing training videos to improve customer experience and product understanding.
Customer Support Department Manager
Cloudbeds (Remote SaaS)
Mar 2016 - Feb 2020
• Managed a team of coaches, setting performance goals, ensuring adherence to SLAs, and creating action plans for issue resolution.
• Acted as the main point of contact for escalated support issues and client inquiries, ensuring a positive experience.
• Led a project to integrate Airbnb into Cloudbeds' system, coordinating from initial testing to final user guides and partnership rollout.
• Conducted training, coaching, and continuous development, driving improvements in customer satisfaction and internal processes.
Customer Support Department Manager
Auction Export
Jun 2012 - Jul 2015 (Canada)
• Managed customer assistance, facilitating international auto auctions and handling vehicle searches and transportation logistics across North and South America.
• Supervised a team of 10 agents, optimizing schedules, performance, and ongoing training.
• Developed video tutorials and knowledge-sharing resources to help customers understand the bidding process. View Video Example
Projects & Operations Department Manager
Cloudbeds (Remote SaaS)
Mar 2018 - Mar 2019
• Wrote and updated internal and customer-facing knowledge base articles and training content.
• Collaborated with internal teams to ensure all departments had the tools and knowledge necessary for success.
• Worked with translators to ensure all content was accurately translated into supported languages for global use.
Onboarding Department Team Lead
Cloudbeds (Remote SaaS)
Mar 2019 - Feb 2020
• Led a team of onboarding specialists, managed market trends, and ensured the team delivered high-quality training experiences.
• Processed customer feedback, resolved issues, and coordinated with other teams to ensure smooth onboarding experiences.

Education
Leadership & Business Certificate
Cumorah Academy, Prague, Czech Republic
Jan 2023 – Apr 2023
Bachelor's Degree in Economics and Finance
University of Economics and Informational Technologies, Zaporizhzhia, Ukraine
Sept 2008 – June 2013

Technologies & Tools
• Zendesk, Salesforce, Jira, HubSpot, Freshdesk/Freshchat, Docebo
• Microsoft Office, Google Suite, Zoom, Teams, Skype, Camtasia
• Clarify-it (Tutorial Creation), Loom, Canva, Smartsheet
• Stripe, Chargebee, Avoxi, Myfrontdesk PMS, Myallocator Channel Manager