Serhiy

SERHIY LYSENKO
Team Lead

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

SUMMARY
Customer Service Team Lead managing 15+ agents in tech industry. 9+ years customer experience, 2.5
years in leadership. Product-focused problem-solver driving results through strong team management and
operational excellence. Seeking growth in people management roles.

WORK EXPERIENCE

Team Lead, CyberCare Sept 2023 - Present
Review, monitor progress, and provide feedback regarding employee performance.
Leading, coaching, training, and motivating your team.
Oversee day-to-day operations.
Leading interviews.

Customer Success Manager, CyberCare Aug 2022 - Sept 2023
Resolving technical issues and ensuring customer satisfaction via chats and tickets.
Providing feedback and reporting issues about the product and processes.
Onboarding and training other agents.

Chargeback Specialist, Tickets.ua Oct 2020 - Aug 2022

Customer Care Representative, Tickets.ua May 2019 - Oct 2020

Real Estate, IdealVariant Aug 2017 - May 2019

EDUCATION
Master of International economic relations Bachelor of International economic relations
Lviv Academy of Commerce Lviv Academy of Commerce
2019 - 2017 2017 - 2013

KEY SKILLS LANGUAGE
Team Leadership KPI Management English (C1)
Performance Management Time Management Ukrainian (native)
Coaching & Mentoring Multitasking
Problem-Solving Process Improvement
Decision-Making Product-Oriented