Yaryna

YARYNA
SHYPKA
Shift Lead, Project Manager

CONTACT ABOUT ME
[open contact info](look above in the "contact info" section) Customer support team leader with strong organizational and managerial
skills. Experienced in team management, problem-solving, and
[open contact info](look above in the "contact info" section) implementing effective solutions in the IT field. Additionally skilled in UI/UX
Europe/America/remote design, teaching, communication and critical thinking. Committed to
advancing in project management and delivering high-quality results.
EDUCATION
EXPERIENCE
ISM University of Management and
Economics CUSTOMER SUPPORT SHIFT LEAD 2024-2025
GENESIS
Master of Management
Spring Semester 2026 Led the CSR team and a billing subteam, managing scheduling, workload
distribution, and daily operations.
Lviv Polytechnic National University
Designed and implemented workflows, response templates, and process
Master of Management
improvements to streamline operations and increase efficiency.
2025 - PRESENT
Calculated and monitored KPIs, performed query analysis (manual and
Lviv Polytechnic National University automated), and provided data-driven insights for performance
Bachelor of Information Technology optimization.
2021 - 2025 Assisted team members with escalated customer cases, ensuring high-
State University of Applied Sciences quality resolution of complex queries.
Conducted training for new hires, performance reviews, and
ERASMUS+ Semester Abroad
onboarding/offboarding processes.
Field of study - Management
Participated in recruitment, interviewing, and hiring of new CSR staff.
02.2025 - 06.2025
Tools & Additional Experience:
Online school "Green Forest" Zendesk (configuration & optimization), Notion (knowledge base
IELTS course management), performance-based compensation calculation.
2024
Advanced I / C1.1 English Course UI/UX DESIGNER 2022-2024

2024 FREELANCE
Designed interfaces, prototypes, and conducted UX research.
Upper-Intermediate/B2 English course
Created user journey maps and developed information architecture.
2023
Worked with tools such as Figma, Adobe Photoshop, and Adobe
Logos IT Academy Illustrator.
UI/UX design
2022 ENGLISH TEACHER 2022-2024
WORKSHOP OF KNOWLEDGE
LANGUAGE Developed and delivered English lessons.
Taught communication and organizational skills to students.
English B2+ Enhanced speaking skills and critical thinking through interactive methods.
Urainian native
Polish A2 PROJECTS OF 2024-2025
ERASMUS YOUTH PROJECT: Participant in the “Strong Tomorrows with Children”
Italian in progress
Youth Exchange in Spain, promoting social inclusion and youth volunteering.

SKILLS ERASMUS YOUTH PROJECT: Participant in the “Hello in digital world!” Erasmus+
Youth Exchange, enhancing digital marketing, social media, intercultural
communication skills through hands-on workshops and content creation.
Management Skills
ERASMUS YOUTH PROJECT: “Let me tell you a story – hear us out” Participant,
Creativity interviewer, editor, speaker, in the Polish-Ukrainian project about the war in
Communication Skills Ukraine.
Negotiation SCIENTIFIC ACTIVITIES: Article: “Effective Team Management in Remote Work
Critical Thinkingв Environments.” Thesis: “Optimizing Workflow Processes in Customer Support
Leadership Teams.” Conducted training sessions to improve customer support practices.
Solving problems
Analytical thinking & research