Валентина

Valentyna Zelena
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Vinnytsia, Ukraine
[open contact info](look above in the "contact info" section)

Customer Support and Success Team Lead with 10 years of experience in the field. I bring strong management
skills and a proven track record of driving performance and growth. Adept at optimizing operations, improving user
engagement, and delivering measurable business results, including a 15% increase in monthly revenue.

PROFESSIONAL EXPERIENCE
DGN | Vinnytsia
Customer Support & VIP Team Lead (Sep 2021 - Feb 2025)
- Leadership and career counseling: managed a team of 8: 4 VIP Account Managers and 4 Customer Support
Agents.
- Problem-solving: managed technical issues via proper investigation and timely escalation to mitigate revenue
loss risks.
- Conducted research, studies, and data analysis aimed at enhancing the productivity of features and tools.
- Monitored team performance and reported on metrics (Zendesk, Confluence, Jira, Tableau, SQL).
- Created in-game promotions that increased ARPDAU by up to 17% and daily revenue by up to 15%.
- Implemented communication with CHURN players, which brought up to 8% of monthly revenue.
- Developed personalized approaches for key users, enhancing satisfaction and retention.
- Created communication strategies for new users that helped to grow new payers into top spenders.
- Developed and refined new features in collaboration with product, analytics, and QA teams.

VIP Account Manager (Customer Success Manager) (Dec 2019 - Aug 2021)
- Managed relationships with top-tier VIP players, ensuring high satisfaction and retention.
- Mentored employees, developed service procedures (Confluence), managed social communities
- Conducted reporting (SQL, Tableau), brainstormed and developed ideas for creative marketing campaigns
- Collaborated with marketing and product teams to coordinate brand awareness and marketing efforts
- Analyzed data to help shape future marketing strategies

Customer Support Agent (Nov 2018 - Nov 2019)
- Conducted technical support via email (Zendesk)
- Managed FB social communities, app stores
- Investigated and escalated production incidents

Electronic systems | Vinnytsia
Material Requirements Planning Controller Apr 2018 - Oct 2018
- Planned and optimized the ordering process for production materials.
- Communicated with suppliers to ensure timely delivery and stock accuracy.
- Analyzed data and maintained performance metrics to improve operational efficiency.

BRIO | Vinnytsia
Unit Manager Jul 2017 – Apr 2018
- Built and managed a new team from scratch: set up HR processes, recruited and trained employees,
provided quality control and feedback
- Oversaw quality control and team performance, and reported directly to top management
- Managed and supported sales accounts on platforms such as Amazon, Walmart, and Shopify

ZEO Alliance | Ternopil
Sales Manager May 2015 – Dec 2016
- Provided remote software activation support and customer onboarding in English.
- Trained new agents and maintained high standards of customer service.
- Managed software-related inquiries and drove sales in English-speaking markets.

EDUCATION

Bachelor’s Degree International Management and Administration 2011-2016
At Ternopil National Economic University (TNEU)
Master’s Degree International Investment Management
At Ternopil National Economic University (TNEU) 2016-2018
And Poznan University of Economy and Business (PUEB), Poland Feb – Jun 2017

SKILLS: Reporting & Data Analysis • Team Management • Problem Solving • Escalations Management
TOOLS: Excel • SQL • Tableau • Zendesk • Confluence • Jira
LANGUAGES: Ukrainian (native) • English (fluent) • Polish (basic)
PERSONALITY: Responsible • Organized • People oriented • Have an analytical set of mind