Volodymyr

VOLODYMYR
IVANICHENKO
Senior Retention Bonus Manager

Profile
It is important to me that my work is fulfilling
and meaningful. I value the opportunity to grow, Experience
learn new things, and apply my skills in practice.
A respectful atmosphere within the team and
support from leadership are also essential. I strive CUSTOMER SUPPORT SPECIALIST May 2021 - Jan 2023
for clear goals and understand how my work
contributes to the overall result. Flexibility and a Media Company «Yoola», Kyiv (Remote)
healthy work-life balance also play a significant Consulting the company's partners on the functionality of the YouTube
role. platform and company services, providing information on payments,
personal accounts, and other services.
[open contact info](look above in the "contact info" section) Working with the Intercom ticket and chat system, as well as AMO-
CRM.
Using task trackers such as BaseCamp and Notion.
[open contact info](look above in the "contact info" section)
Entering client data into internal databases and systems.
Experience working under KPI and OKR frameworks (maintaining
Kyiv, Ukraine customer satisfaction rates from dialogues at no less than 95%, with
response times of 1-3 minutes).

Education Providing customer support during night shifts.
Mass communication with clients (company partners), working in a
multitasking environment.
Master Providing multi-level client support, including assistance with
National Aerospace University “Kharkiv payments and settings.
Aviation Institute” SENIOR SUPPORT SPECIALIST (ENG) Dec 2022 - May 2024
2017 - 2021 PIN-UP GLOBAL (Remote)
Full management of customer support;
Bachelor
Leadership, development, and motivation of the existing team;
KROK University of Economics and Law
Creating efficient processes: automation, routing, tone of voice;
Specialty: Computer Science
Building various strategies for customer segments — from self-
2022 - 2024
service to personalized support;
Developing self-service tools: knowledge base, guides,
Skills instructions;
Analyzing feedback and turning it into product improvements;
Working with Google Sheets, Docs, and Collaborating with the DEV team;
Synchronizing with marketing, product, growth, and operations
Slides teams;
Problem-solving speed and skill Handling customer inquiries via chat.

Communication skills SENIOR RETENTION BONUS MANAGER Aug 2024 - Present

Consistently meeting deadlines IT Company Ukraine, Kyiv (hybrid)
Creation, modification, deletion and management of bonuses on the
Adaptability
CRM platform.
Creation of bonuses for planned campaigns, promotions, triggers and
Languages activities.
Preparation and writing of bonus mechanics descriptions and rules
for clients, populating the
website with them.
Ukraine
Analysis of clients' bonus activity - bonus rate/conversion/profitability.
Russian Creation of technical tasks for specific types of bonuses, mechanics.
Updating bonus policies on the website frontend and in client
English
communications.