Неллі

Nelli Palii
C U S TO M E R S U P P O R T T E A M L E A D

[open contact info](look above in the "contact info" section) Kyiv, Ukraine [open contact info](look above in the "contact info" section)

LINKS PROFILE

Linkedin Experienced Customer Support and Team Lead professional with a strong background in
customer service, technical support, and team supervision Skilled in handling customer
Upwork inquiries via live chat, email, and calls, ensuring high satisfaction and issue resolution. Proven
ability to lead and motivate support teams, optimize workflows, and enhance overall efficiency.
Adept at training team members, implementing support strategies, and maintaining a positive
SKILLS customer experience. Passionate about delivering top-tier service and fostering a collaborative
work environment.
Fast Learner

Ability to Work Under Pressure E M P LOY M E N T H I S TO R Y
Customer Service
Customer Support/Team Lead at Uvoteam, Kyiv
Ability to Multitask
January 2018 — December 2024
Effective Time Management
Led a team of support agents, ensuring high performance and motivation
Leadership Provided technical guidance and training to improve customer service quality
Managed escalations and resolved complex customer issues
Adaptability Optimized support processes to increase efficiency and reduce response time
Utilized project management tools (Jira, Confluence) to track progress and maintain
Communication Skills
documentation
Ability to Work in a Team Handled escalations through CRM, phone support, and live chat, ensuring swift and
effective solutions
Jira

CRM English Teacher, Kyiv
2013 — 2015
Miro

SQL Provided clear guidance and support, addressing student concerns and ensuring a positive
learning experience
Confluence Handled escalations and complex inquiries, adjusting communication styles to different
learning levels—similar to customer support interactions
Maintained regular progress tracking and feedback, ensuring continuous improvement,
akin to performance monitoring in a support team
Led diverse student groups, ensuring engagement, motivation, and goal achievement
Trained and coached students, adapting teaching strategies to meet individual
needs—similar to mentoring and team development

Translator/Writer/Researcher at Upwork
January 2014 — Present

Conducted market research, surveys, and competitive analysis for international clients
Analyzed and synthesized large datasets, delivering actionable insights for business and
marketing strategies
 Managed research projects independently, ensuring on-time delivery and high client
satisfaction
Collaborated with global clients to define project scope, objectives, and deliverables
Provided clear and concise reports, adapting communication style to different audiences
Maintained 100% 5-star ratings, demonstrating professionalism, accuracy, and reliability

E D U C AT I O N

BA at Tavrida National University after V. Vernadsky, Simferopol
2010 — 2015

English Language and Literature (Red Diploma – With Honors)

Business Analysis Course at WebAcademy
January 2025 — February 2025

Gained knowledge in requirements gathering, process modeling, stakeholder
management, and data analysis
Learned to work with Agile, Scrum, and Waterfall methodologies
Practiced using Jira, Confluence, and SQL for business analysis

Sales Training at Uvoteam
2024

Developed skills in negotiation, objection handling, and consultative selling
Learned strategies for B2B and B2C sales, customer needs assessment, and relationship
building