Олена

Resume

Personal
details

Name
Olena Lytvynenko
Email address [open contact info](look above in the "contact info" section)

Phone [open contact info](look above in the "contact info" section)

number st. Yerevanskaya, 14g, 03087, Kyiv
Address Ukrainian

Nationality
Summary

Results-driven L2 Support Manager with over 4 years of experience in customer support and operations, including a strong
background in the banking and fintech sectors. Proven ability to manage complex client inquiries, coordinate with cross-
functional teams, and optimize support processes. Skilled in issue resolution, customer communication, SLA monitoring,
and integration of payment systems.

Educatio
n
2014 - Bachelor's
2015 degree
NULES (NATIONAL UNIVERSITY OF LIFE AND ENVIRONMENT
SCIENCE), KYIV
Social
Pedagogic
2015 - 2016 Master's degree
NULES (NATIONAL UNIVERSITY OF LIFE AND ENVIRONMENT
SCIENCE), KYIV
Social
Pedagogic
Employmen
t
Mar 2018 - Nov Assistant Gift Shop
2019 Manager
CARNIVAL CRUISE LINES, Fort Lauderdale

Coordinating, monitoring and reporting on daily operations.
Controlling inventory and ordering new supplies and product stock.
Responding to all customer service issues and handling them promptly.
Planning work schedules assignments including communication of
training and safety regulation.

May 2020 - Feb Customer Support Representative
2022 VOSTOK BANK, Kyiv

Managing large amounts of incoming phone calls, identifying and
assessing
This resume is made with
CVwizard.com.
 customers' needs to achieve satisfaction.
Building sustainable relationships and interactive communication.
Providing accurate, valid and complete information by using the right
methods/tools.
Handling customer complaints, providing appropriate solutions and
alternatives within the time limits.

Utilized CRM software to document customer interactions and update
account information efficiently.
Conducted follow-up calls to ensure resolution and customer satisfaction,
increasing customer retention rates.
Trained new customer support staff on company policies, communication
techniques, and problem-solving skills.

Nov 2022 - Present Support manager L2
EVO FINTECH, Kyiv

Responding to customer service questions, including managing inquiries,
resolving issues, communication with banking partners.
Monitoring customer support metrics and generating reports to identify areas
for improvement and inform management decisions.
Integration of new merchants/ new accounts for existing merchants, setting
up payment methods.
Collaborating with technical teams to facilitate timely resolution of complex
technical issues and improve product support.
Coordinating with cross-functional teams including sales, product, and
finance to ensure coherent communication and support alignment.

Skills

Experience with support systems (Zendesk, Jira)
Incident analysis and resolution (Incident Management)
Working with logs, consoles, and API requests.

System monitoring (Grafana, Kibana, OpenSearch etc)
Business writing and ability to explain technical topics clearly.
In-depth product/software knowledge.

Cross-functional communication (with Dev, QA, Product teams)

Languages

English B1
Ukrainian C2

This resume is made with CVwizard.com.