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Work experience

Account Manager

from 07.2023 to now (3 years)
Agency, Київ (IT)

- Build and maintain long-term client relationships: conduct regular calls, identify client needs, and manage requests and complaints effectively;

- Coordinate communication between clients and internal teams: align on changes, ensure adherence to deadlines, and monitor project progress;

- Drive account growth through upselling and cross-selling opportunities;

- Oversee billing and payment processes: manage invoicing and align on budgets and financial terms;

- Prepare client-facing reports and internal reports for management: maintain accurate and up-to-date information in the CRM system;

- Support clients during the onboarding process: ensure a smooth transition and successful adoption of the product or service;

Head of Customer Support

from 08.2022 to 04.2023 (9 months)
Advertising agency, Київ (Маркетинг, реклама, PR)

- Check and analyze
weekly report data:
customer management reports
support;
report on customer statistics
appeals;
- Control of status handling complaints/reviews on public resources;
- Measure SLA indicators of the team;
- Writing instructions, scripts, macros for team;
- View dialogues with bad marks, make analysis and improve scripts.

Customer Support Representative

from 06.2021 to 07.2022 (1 year 2 months)
Advertising agency, Київ (IT)

Communicating with customers and partners by calls, chats (Slack), emails, and messages;
Process orders, applications and resolve client’s requests;
Providing reports on the efficiency of the customer service process;
Preparation of email newsletters; (Stripo)

Receptionist

from 04.2019 to 02.2022 (2 years 11 months)
FXST, UNIPESSOAL LDA, Lisbon (Туризм)

- responsibility to host a guests and support during the staying.

Accountant (single)

from 07.2013 to 03.2019 (5 years 9 months)
Ltd «BASIS VC»,, Kyiv (Finance, banking, and insurance)

-Preparation of reports for tax department, social insurance agencies and pension fund;
-Posting day to day business transactions in 1C: Enterprise 8.2 (Bank statements, primary documentation, fixed assets, investments, accounts payable and accounts receivable, advance payments, maintenance and write-off of inventories);
-Registration of tax consignment notes;
-Payroll accounting, social insurance, reports preparation income-tax; and set up for new employees on the ADP payroll system;
-Processing of the operations of foreign trade activities (import of goods, import of services, export) subject to changes in exchange rate;
-Preparing documentation at the request of the bank, tax services, tenders.

Accountant (single)

from 10.2009 to 01.2019 (9 years 4 months)
Advertising agency TRUE-AG, LTD, Kyiv (Marketing, advertising, and PR)

-My responsibilities included accounting of production cost, fixed assets, goods and material values, services, sales, settlement of disputes with suppliers and buyers, all kinds of accounting and tax;
-Preparation of financial reports, statements and tax returns;
-Maintains relationship with tax authorities;
-Daily control and management of cash flow;
-Manage payroll accounts. Keep a record of employees’ attendance and compute the total salary payable to each employee at the end of every month.
-Support to the managers with the necessary accounting and finance information.

Education

VNAU Vinnytsia National Agrarian University - B.S. in Accounting & Finance 2012

B.S. in Accounting & Finance, Vinnytsia
Higher, from 2007 to 2012 (5 years)

Knowledge and skills

• CSS
• HTML
• Zendesk
• Slack
• Figma
• Intercom
• Jivo
• Confluence + Jira

Language proficiencies

• Portuguese — above average
• English — average
• Ukrainian — fluent

References

Nataliia Pasichnyk

Nataliia Pasichnyk

Customer support manager (Portuguese) (night shift)