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Work experience

Customer support representative

from 02.2022 to 08.2025 (3 years 7 months)
TeamLeaders, Kyiv (Finance, banking, and insurance)

Responsibilities & Achievements in Customer Service
•Delivered exceptional customer experiences by handling high-volume inquiries across phone, email, and live chat with professionalism, empathy, and efficiency.
•Managed the full customer lifecycle — from onboarding and training to ongoing support, retention, and upselling opportunities — ensuring seamless service at every stage.
•Collaborated cross-functionally with operations, sales, and technical teams to resolve complex issues, consistently meeting or exceeding service-level agreements (SLAs).
•Utilized CRM systems and Google Workspace tools to track interactions, monitor customer satisfaction, and implement process improvements.
•Maintained a 95%+ Customer Satisfaction (CSAT) rating through proactive problem-solving and personalized service.
•Introduced streamlined workflows and knowledge base resources, reducing ticket resolution time by up to 30%.
•Trained and mentored new team members, fostering a culture of accountability, service excellence, and continuous improvement.

Client manager

from 04.2019 to 09.2022 (3 years 6 months)
Club wealth, Remote (Real estate)

Responsibilities & Achievements – Client Relationship Manager (Real Estate Coaching)
•Built and nurtured long-term relationships with real estate coaching clients, ensuring personalized support, consistent communication, and measurable progress toward their business goals.
•Guided clients through the full engagement journey — from onboarding and program orientation to ongoing mentorship, retention, and renewal.
•Acted as the primary point of contact, addressing client inquiries, resolving concerns, and connecting them with the right coaching resources and tools.
•Collaborated closely with coaching teams, marketing, and operations to deliver tailored strategies that maximized client results and satisfaction.
•Monitored client performance metrics, provided progress updates, and recommended action plans to help them hit growth targets.
•Developed and maintained a client success tracking system, reducing response times and improving follow-up consistency.
•Consistently achieved a 95%+ client satisfaction rate through proactive engagement and a solutions-focused approach.
•Designed feedback loops and implemented service improvements that increased client retention rates and referral business.

Education

OOU

Sociology, Kyiv
Higher, from 2016 to 2020 (4 years)

Additional education and certificates

Virtual Assistant Program

1 year

Knowledge and skills

• Responsibility
• Handling objections
• Educability
• Conflict-free
• Development of SaaS projects
• Management of CRM
• Productivity
• Communicability
• B2B Sales
• Direct sales