Galyna

CURRICULUM VITAE
1. Family name: Ilkiv
2. First names: Galyna
3. Date of birth: 05.07.1989
4. Nationality: Ukrainian
5. Civil status: Single
6. Contact info: [open contact info](look above in the "contact info" section)
7. Phone number: [open contact info](look above in the "contact info" section) (Viber/WhatsApp/Telegram)
8. Skype ID: ilkiv.galia
9. Education:
Institution Degree(s) or Diploma(s) obtained:

Ivan Franko National University of Lviv 2007-2011 BSc of English and Spanish Languages
and Literatures
Ivan Franko National University of Lviv 2011-2012 Specialist of English and Spanish
Languages and Literatures

10. Language skills: Indicate competence on a scale of 1 to 5 (1 - excellent; 5 - basic)
Language Reading Speaking Writing
Ukrainian 1 1 1
Russian 1 1 1
English 2 2 2
Spanish 2 3 3
Turkish 3 4 3
11. Membership of professional bodies:
-Women Policy Centre MENA region, member, 2018 to date.
12. Other skills: (e.g. Computer literacy, etc.) Excel, Microsoft Word, Microsoft Office, CRM,
NetSuite, IP Telephony, Canva, SIP Trunks, Adobe and HTML, GPT, Zapier, Wise.
13. Application skills: TogglTrack, HMF, Slack, Microsoft Teams,
14. Software skills: ServiceM8, Xero, Lead Hero, HubSpot, Monday, FixFlo, Stripe.
13. Present position: Account Manager
14. Years within the firm: 5 years, from 2020-remotely
15. Key qualifications: Hard Skills
- Sales and service skills: customer service, relationship management, negotiation, sales closing,
target achievement, networking, complaint resolution, lead generation, product/service knowledge;
- Marketing skills: Market research, campaign management, social media management,
advertising, email marketing;
- Management skills: scheduling, leadership, risk management, delivery, gaining buy-in,
stakeholder management, training, staff development, delegation, strategy, process improvement;
- Admin skills: document management, reporting, data entry, data analysis, typing,
communications, business support;
16. Soft Skills:
-Organization, planning, communication, team work, motivation, diplomacy, decision making,
problem solving, adaptability, attention to details, creativity and positivity.

17. Specific experience in the region:
Country Date from – Date to
Ukraine 2012-2017
Turkey 2017-2019
USA (remotely) 2019-2020
United Kingdom 2020-2025
(remotely)
18. Professional experience:

Date from – Location Company Position Description
Date to
2022-2025 United Help me Fix Customer Help me Fix – is a video triage service company that offers a comprehensive repair
September- Kingdom Account diagnostic and triage solution utilizing advanced AI and video technology. Their platform is
Present , Watford Manager (the designed to enhance service quality, reduce costs, and improve maintenance management
same CEO as across various industries. Key features include AI-powered diagnostics, real-time video
Elite), Credit assistance, detailed reporting, and access to a vetted network of remote engineers. These tools
Controller, aim to optimize repair workflows and boost operational efficiency - https://helpmefix.io/
FixFlo Manager,
Client FixFlo Manager responsibilities:
Onboarding -Monitoring and handling repair requests submitted through Fixflo;
Specialist, -Ensuring that reported issues are addressed efficiently;
Engineer Calls -Assigning tasks to relevant contractors;
& Reports -Ensuring service providers complete jobs on time and meet quality standards;
Reviewer -Keeping the Fixflo system updated with accurate property and repair information;
-Approving quotes and invoices from contractors;
-Handling with clients’ queries, review it with CSM and keep the clients updated in time;
Credit Controller responsibilities:
Managing Accounts Receivable:
-Monitoring customer accounts and outstanding invoices in Xero;
-Sending invoices and payment reminders through Xero;
-Following up on overdue payments and ensuring timely collections;
Credit Control & Risk Assessment:
-Assessing the creditworthiness of customers before extending credit;
-Setting and managing credit limits based on financial history;
-Reducing the risk of bad debts by implementing credit policies;
Payment Reconciliation & Record Keeping:
-Reconciling payments in Xero to ensure accurate financial records;
-Identifying and resolving discrepancies in customer payment;
-Maintaining up-to-date and accurate accounts receivable records;
Customer Communication & Dispute Resolution:
-Handling customer queries related to invoices and payment;
-Investigating disputes and working with customers to resolve them;
-Negotiating payment plans for overdue accounts when necessary;
Reporting & Cash Flow Management:
-Generating aged debtor reports and tracking outstanding balances;
-Providing management with insights into cash flow and overdue debts;
-Advising on potential bad debts and necessary provisions;

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Client Onboarding Specialist responsibilities:
Client & Tenant Data Entry:
-Adding new tenants’ details into the Admin Panel (CRM system);
-Ensuring all required information, such as contact details, lease agreements, and payment
terms, is correctly entered;
Property & Company Setup:
-Registering new properties in the CRM, including address, ownership details, and
management settings;
-Setting up company details, including billing information, service agreements, and contact
persons;
System Configuration & Automation:
-Implementing workflow automation to improve efficiency (e.g., automated emails,
reminders, notifications);
-Customizing settings in the CRM based on client requirements;
Testing & Quality Assurance:
-Conducting a test call with an engineer to verify system integration and ensure
communication channels function properly;
-Checking that all automations, notifications, and data flows are working as expected;
Final Review & Handover:
-Performing a final check to confirm all client, tenant, and property details are correctly set
up;
-Identifying and resolving any errors or missing information before completing the
onboarding process.
-Providing training or documentation to internal teams or clients on how to use the system
effectively.
Engineer Calls & Reports Reviewer responsibilities:
Reviewing Engineer Calls & Reports:
-Monitoring and reviewing engineer calls and reports submitted via the CRM system;
-Ensuring that all job details, service reports, and issue resolutions are accurately
documented;
Submitting Reports for Payment Approval
-Compiling and submitting reviewed engineer reports to management for payment
processing;
-Identifying any discrepancies or missing information before submission;
-Communicating with engineers to clarify or amend reports when necessary;
Processing Engineer Wages via Wise
-Managing engineer payments and ensuring timely wage processing;
-Responsible for processing wage payments via Wise twice a week, ensuring accuracy and
adherence to agreed rates;
-Keeping records of all transactions for internal tracking and financial reporting;
-Sending remittance advices to the engineers and inform them via email and chat;

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2020-2022 United Elite Heating and The Director’s Elite Heating and Plumbing – is a professional and reliable Gas Save registered plumbing
December- Kingdom Plumbing Executive and Heating company in Hertfordshire – http://eliteheat.plumbing
September , Watford Assistant
Responsibilities:
Administration
-Proactively managing the Director’s complex and flexible diary, assisting him to maximise
his time productivity, such as advising him on upcoming commitments, prioritisation,
managing regular changes and dealing professionally with competing meeting requests.
Finance and legal
-Assess the creditworthiness of new and existing customers;
-Generating and sending invoices to customers;
-Monitoring and tracking pending invoices;
-Addressing and resolving payment discrepancies, disputes and billing issues;
-Debt collection;
-Develop and implement strategies to minimise late or non-payment by customers, including
initiating collection actions and negotiating payment plans;
-Building and maintaining solid relationships with debtors while enforcing payment
obligations;

2020 Turkey, AID TURK - Project Academy for International Development in Turkey is a branch office of Academy for
April- Alanya Academy for Coordinator International Development -Middle East and North Africa (AID MENA), http://aid-mena.org/
Dece International http://www.heya-program.net/, and https://www.aid-turk.org/
mber Development
in Turkey Responsibilities:
-Provide the Consultancy Services and the Deliverables in accordance with the Statement of
Work;
-Ensure that the Consultancy Services and Deliverables will conform in all respects with the
Statement of Work and that the Deliverables shall be fit for any purpose expressly or implicitly
made known to the Supplier by the Client;
- Keep detailed and accurate records of all activities undertaken in relation to the provision of the
Consultancy Services and shall provide the Client with reports at such intervals and in such form
as the Agreement Manager and Authorised Personnel may from time to time require including
time sheets if applicable.

Date from – Location Company Position Description
Date to

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2019-2020 Chicago, USA Verenia Lead Generation Verenia – is a complete omnichannel sales acceleration and front-office productivity suite
August - (remotely) Manager offering CRM, CPQ and ecommerce solutions https://www.verenia.com/
April
Responsibilities:
Qualify and generate new business opportunities and potential B2B clients; research, develop,
and implement sales strategies and tactics in practice; contact potential clients through cold calls
and emails; presenting the company to potential clients; identify client needs and suggests
appropriate products/services; customize product solutions to increase customer satisfaction;
building long-term trusting relationships with clients; proactively seek new business
opportunities in the market; set up meetings between clients and Account Executives; report to
the Business Development Manager on sales result;
Key Achievements:
-Identified and verified new strategies and tools for reaching out clients such as Scrapp,
LeadLeaper, Clearbit, Snovio.
-Created data base with new clients;

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 Alanya, Academy for Project Academy for International Development-Turkey is a branch office of Academy for International
2018-2019 Turkey International Coordinator Development -Middle East and North Africa (AID MENA), http://aid-mena.org/ and
August-June Development http://www.heya-program.net/.
in Turkey
Responsibilities:
-Manage, schedule, co-ordinate office functions and activities for the team; monitor achievement
of sales objectives and key performance indicators; review and track daily sales reports; prepare
weekly reports and plans; follow up on customer calls and complaints; compile internal and
external customer communications; control expenses and prepare expense report; integrate
multiple data bases; organize and schedule meetings and appointments; organize office operations
and procedures; manage relationships with vendors, service providers and landlord, ensuring that all
items are invoiced and paid on time; manage contract and price negotiations with office vendors,
service providers and office lease; provide general support to visitors; responsible for managing office
services by ensuring office operations and procedures are organized, correspondences are controlled,
filing systems are designed, supply requisitions are reviewed and approved and that clerical functions
are properly assigned and monitored; responsible for developing and implementing office policies by
setting up procedures and standards to guide the operation of the office;
-Maintaining and monitoring project plans, project schedules, work hours, budgets and
expenditures; organizing, attending and participating in stakeholders meeting; documenting and
following up on important actions and decisions from meetings; preparing necessary presentation
materials for meetings; ensuring project deadlines are met, determining project changes;
developing project strategies; assess project risks and issues and provide solutions where
applicable; ensure stakeholder views are managed towards the best solution; create a project
management calendar for fulfilling each goal and objective.
Key Achievements:
-Designed sales platform that improved Import and Export process;
-Designed English Language Courses curriculum for staff members and provided the training
course;
-Designed all material and official website of the company together with web master;
-Finished and prepared successfully three main workshops of Project Management, Team work
and Strategic Planning for 75 participants;
-Expended import and export to include Furniture, Essential Oils, Fertilizers, Marble, and
Chemical Products;
-Successfully coordinated project “Design and Furniture” in Oman;
- Implemented a series of unique tools to monitor working hours and plans, hence, decreased
administrative efforts required for each project;
- Worked with the SEO to analyse new proposals “Counter Violent Extremism (CVE)”,
“Young Women Leadership in Political and Social Development”, “Jordanian Women for
promote democratic development and gender equality”, “Strengthening Resilience to Violent
Extremism”.

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2017 -2018 Turkey, Yekta Homes Real Estate Yekta Homes –Construction Company -http://yektahomes.com/.
Alanya Consultant Responsibilities:
Finding clients; offer a wide range of real estate - apartments, duplexes, townhouses, villas,
commercial property, land; provide a full range of consulting services for buying, owning and
selling real estate in Turkey; intermediate negotiation processes, consult clients on market
conditions, prices, mortgages, legal requirements and related matters, ensuring a fair and honest
dealing provide full support of the transaction before and after the property purchase and
registration of property rights, guaranteeing the purity of the transaction; rental of residential and
commercial real estate and renting out your property; obtaining residence permit / visa; Turkish
tax numberr; promote sales through
advertisements, open houses and listing services.
Key Achievements:
-Created an international customers data base;
-Increased sales through strategic market analyses and planning;
-Signed 5 contracts with customers;
-Designed and translated all materials connected to Real Estate Projects for web site to English
and Russian;

2015-2017 Ukraine, Lviv Red Telecom Sales Manager Responsibilities:
and Buena Establish and maintain strong business relationships with wholesale telecom carriers (customers
Vista & suppliers); continuously seek new customer accounts and manage existing ones; manage and
develop business opportunities with telecom carriers; negotiate favourable rates with carriers;
achieve and exceed sales targets; manage all necessary studies, analysis and cost calculations;
utilize cost calculation methods to develop new price offerings for the company clients; manage
the implementation of new carriers to the company’s network; plan and design new international
routing plan with the aim of minimizing cost; negotiate and agree on the interconnection rates
with the national and international operators; manage and plan and ensure the financial
performance of the wholesale and carrier relations business are met and plan the corrective
actions; personally resolve customer issues, as well as coordinate resolution of larger challenges
across internal, partner, and customer functions; work collaboratively with the sales team to
develop, maintain, and grow relationships; solving customer requests, proactively offer ideas and
insights to improve the customer's issues and challenges.
Key Achievements:
-Customer Service: Successfully retained a corporate customer, by providing the company with
free service after an escalated complaint of constantly interrupted service.
Process Improvement: Overhauled the sales pitching system by introducing new avenues,
resulting in 40% increased sales.
Revenue Generation: Increased the company’s revenue by through effective and well-
strategized sales and marketing plans.
Corporate Solutions: Introduced 5 corporate telecom packages, created especially for large
companies, resulting in increased interest from commercial customers.

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2014-2015 Ukraine, Lviv Get Real Recruiter Responsibilities:
Value Work with HR manager on recruiting planning meetings; create job descriptions; lead the
Telecom creation of a recruiting and interviewing plan for each open position; source and
recruit candidates by using databases, social media; screen candidates resumes and job
applications; arrange candidate interviews; evaluate applicants through their qualifications and
job requirements; manage company intern program
Key Achievements:
- Reduced recruiting costs by 65% by training human resource staff to perform internal recruiting
activities;
- Wrote staff handbooks, resulting in ease during new staff induction processes;
- Implemented a series of programs that effectively promoted quality and diversity as part of the
culture of the organization.

2013-2014 Ukraine, Lviv Get Real Team Leader Responsibilities:
Value Create an environment oriented to trust, open communication, creative thinking, and cohesive
Telecom team effort; provide the team with a vision of the project objectives; motivate and inspire team
members; coach and help develop team members; help resolve dysfunctional behaviour;
facilitate problem solving and collaboration; maintain healthy group dynamics; assure that the
team members have the necessary education and training to effectively participate on the team;
encourage creativity, risk-taking, and constant improvement; recognize and celebrate team and
team member accomplishments and exceptional performance.
Key Achievements:
-Built high performance team;
-Created team spirit;
-Gained consensus on ground rules;
-Provided guidance to the team based on management direction.

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 2012-2013 Ukraine, Lviv Get Real Customer Service Get Real Value Telecom (GRV) provides international voice services either as wholesale product
Value Representative or as retail product - https://g-r-v.com/index.
Telecom .Responsibilities:
Answers incoming customer calls regarding billing issues, product problems, service questions
and general client concerns; providing quality responses to customer contacts in person,
telephone and email; dealing with enquiries and answering calls from new and existing
customers; suggesting solutions to customers in a positive manner; dealing with all escalated
complaints and enquiries efficiently and effectively;
Key Achievements:
- Resolved customers’ complaints while identifying problems and taking appropriate corrective
action;
- Demonstrated professional etiquette and manners, improving 30% positive feedback
immediately;
- Promoted to team leader in one year owing to excellence in delivering excellent client service
and support to the team;
- Trained 15 new customer service representatives;
- Explicitly made 500+ customer calls per day.
19. Other relevant information (e.g., Publications): N/A
20. Certification: Cambridge University Press “Integrated Learning in Primary Classroom”; AID-MENA “Introduction to Community Development”
21. Training: “Strategic Growth Training” (September 2019 –Kiev); “Leadership Strategies”, “Team Building”.

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