Олександра

Oleksandra
Nechytailo
Customer Support Team Leader

About Me
I’m a Customer Support Team Lead with over
4.5 years of experience helping teams deliver Education
exceptional service in fast-paced, high-
demand environments.
Throughout my career, I’ve led multi-regional
(2018 -2022)
support teams of 15+ people, improved KPIs like KYIV NATIONAL ECONOMIC UNIVERSITY
CSAT, FRT, and SLA compliance, and built (KNEU)
processes that make both customers and
teams feel supported. Bachelor's in Marketing

Contact Professional Experience
[open contact info](look above in the "contact info" section) International Casino — Team Leader
📆 Duration: 4 months
[open contact info](look above in the "contact info" section) Managed a support team of 15+ agents handling multi-language
and multi-geo customer inquiries.
Achieved 15% improvement in response time and 20% increase in
CSAT through optimized workflows.
Conducted regular performance evaluations, 1:1s, and coaching
Skills sessions to boost productivity and engagement.
Ensured full compliance with internal quality standards and
gaming regulations.
Team Leadership &
Coaching Influencer Management Agency — Senior Support
Manager
Customer Experience
Optimization
📆 Duration: 1 year
Process & Performance Сreate more than 100 marketing graphic designs for big companies
Oversaw daily operations of a multi-channel support department
Management
(email, chat, phone).
ESCALATION & Developed and implemented knowledge base and support
documentation, reducing repetitive tickets by 25%.
CONFLICT RESOLUTION
Collaborated with dev teams to escalate and resolve high-impact
technical issues.

Language Game X — Support Manager
📆 Duration: 1 year 3 months
English ( Fluent ) Delivered top-tier customer support in the gaming
industry, maintaining over 90% customer satisfaction.
Ukrainian ( Native ) Trained and supervised new agents, ensuring
adherence to tone, accuracy, and company policy.
Managed ticket prioritization, tracking, and escalation
procedures.
 Oleksandra
Nechytailo
Customer Support Team Leader

Professional Experience

Support Your App — Support Manager

📆 Duration: 1.5 years
Provided high-quality customer service across multiple
channels (chat, phone).
Contact Acted as a personal assistant to VIP clients, managing
schedules and support requests.
Consistently maintained FRT below 2 minutes and ensured
[open contact info](look above in the "contact info" section) issue resolution within SLA targets.

Fox Carriers — Support Manager

[open contact info](look above in the "contact info" section)
📆 Duration: 4 months
Resolved logistics-related issues through effective cross-
departmental communication.
Monitored performance metrics and proposed
improvements to enhance client satisfaction.

Core Competencies

Team Leadership & Mentoring
Customer Experience (CX) Strategy
KPI & SLA Management
Process Optimization
Conflict Resolution & Escalation Handling
CRM & Helpdesk Systems (Zendesk,
Intercom, Jira)
Performance Analytics & Reporting
Cross-Functional Collaboration