Катерина

Kateryna Velyka
Account Manager | Customer Success
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)
Kharkiv, Ukraine

SUMMARY
Proactive and client-oriented Account Manager with 3+ years of experience in B2B. Successfully
onboarded 120+ clients, revived dormant accounts, and improved partner sales. Developed
training programs and successfully trained new team members across departments. Skilled in
client onboarding, analytical reporting, and cross-functional collaboration. Known for strong
communication, analytical thinking, and a focus on improving customer experience and internal
processes.

WORK EXPERIENCE

DRCT Account Manager & Onboarding Specialist
January 2024 - Present Responsibilities:
Maintained onboarding process and relationship building;
Maintained ongoing communication with clients, gathered feedback
and pain points, and proposed actionable improvements;
Reactivated inactive clients and successfully revived partnerships;
Prepared in-depth analytics and reports on both individual client
performance and overall market trends;
Implemented a new, efficient CRM system, enhancing workflow and
client management;
Collaborated with internal departments to effectively resolve
technical and operational issues;
Developed a training program and supporting documentation from
the very beginning for new hires across multiple departments.
Key Achievements:
Connected and successfully onboarded over 120 new clients;
Due to reactivation strategy for one of the partners achieved a 957%
increase in sales;
Conducted training sessions for 10 new and existing employees and
provided guidance during their probation period;
Improved client retention and satisfaction scores by acting on direct
client feedback.

DRCT Customer Support Representative
November 2021 - Assisted clients with their requests via online chat and by phone in
December 2023 English and Ukrainian;
Investigated product’s problems, bugs and cooperated with
development department to track and solve them;
Worked with GDS and NDC systems;
Cooperated with other departments.

Namecheap Customer Support Representative
March 2021 - July Technical customer support in online chats and tickets in English;
2021 Assisted in installing and configuring company’s products;
Assisted in resolving issues and crisis.
EDUCATION
2021 - 2025 V. N. Karazin Kharkiv National University
Bachelor’s Degree in Psychology

LANGUAGES
English - Upper Intermediate
Ukrainian - Native
Russian - Fluent

HARD SKILLS
Customer onboarding and lifecycle management;
Data analysis and reporting;
Internal documentation creation;
Training development and delivery;
Confident PC proficiency and strong knowledge of MS Office applications;
Experience working with Notion, Slack, Zoho, Teams, LinkedIn, Intercom;
Experienced in B2B.

SOFT SKILLS
Strong communication and interpersonal skills;
Empathy and active listening;
Problem-solving and conflict resolution;
Proactive and initiative;
Multi-tasking;
Able to work both independently and as part of a team;
Negotiation skills;
Stress-resistant.