Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/17424669/

Work experience

Customer Service/ Sales manager

from 03.2026 to now (8 months)
AB Beauty services LLC, Remote (Beauty, fitness, sports)

- Lead/CRM management: handling leads, reviewing conversations, identifying where prospects drop off, and improving the booking funnel.

- Sales & conversion: following up with prospects, overcoming objections, preserving promotions, and converting inquiries into appointments.

- Client support: answering service/pricing questions, clarifying policies, handling cancellations/rescheduling, and resolving confusion.

- Appointment coordination: booking clients with technicians/injectors, confirming appointments, collecting deposits, and managing schedule changes.

- Client communication: communicating by SMS/calls and tailoring messages for different clients/languages.

- Process improvement: looking at CRM conversations and bookings to identify ways to improve the overall client journey.

Customer Service Specialist

from 01.2023 to 02.2026 (3 years 2 months)
ECOLION HOUSING LTD, Remote (Real estate)

- Triage and respond to complex inquiries from clients and clinicians, ensuring all tickets are resolved within strict SLA Management guidelines.
- Performed technical troubleshooting for platform issues and utilized de-escalation strategies to boost customer satisfaction by 50%.
- Developed and implemented new triage protocols which resulted in a 35% improvement in first-call resolution rates and operational efficiency.
- Vet and escalate critical system bugs to cross-functional teams using JIRA, ensuring information databases remained accurate for real estate operations.

Career break

from 02.2022 to 12.2022 (11 months)
Working on a personal project

Customer Service/ Sales manager

from 01.2020 to 01.2022 (2 years)
VIONIX LLC., Remote (Wholesale, distribution, imports, and exports)

• Facilitated client/pharmacy support interactions for dealership partners, focusing on de-escalation and long-term relationship management.
• Managed a rapid influx of support tickets and calls, triaging leads and performing technical troubleshooting to convert prospects into active accounts.
• Coordinated cross-functional collaboration to organize contractual documents and ensure adherence to service level agreements.
• Spearheaded new customer support procedures to scale operations, focusing on rapid response times and technical accuracy.

Secretary

from 01.2019 to 01.2020 (1 year)
MCLAUREN ENTERPRISES, Remote (Auto business and auto service)

• Triaged and scheduled high-priority meetings and travel logistics, ensuring zero-gap coordination for senior leadership and cross-functional partners.
• Vetted industry trends and conducted operational research to support technical troubleshooting and reporting for executive decision-making.

Education

University of Nigeria

Business Administration and Management, Kyiv
Higher, from 2020 to 2024 (4 years)

Additional education and certificates

Personal Banker Job Simulation

few weeks

Client Service Delivery Job Simulation

few weeks

Customer Service Job Simulation

few weeks

Client Service Job Simulation

few weeks

Knowledge and skills

• 3D scanning
• Technical Troubleshooting
• Tic
• Zendesk
• JIRA
• Lead Conversion
• Stakeholder Management
• Fluent in English (C1)

Language proficiencies

English — advanced

Additional information

KEY ACHIEVEMENTS & RECOGNITION

- Gold Manager Award: Earned the Gold Manager accolade within the first three months of joining my current organization and have maintained this recognition consecutively to date, demonstrating sustained excellence and consistent high performance.
- Best Staff of the Year: Recognized as Best Staff of the Year in my previous role in acknowledgment of my outstanding performance, dedication, and contribution to the organization.

In addition to these achievements, I enjoy understanding how systems work; whether it's people, technology, or everyday life. This helps me stay composed in situations that would normally overwhelm others.