Contact information

The job seeker has entered a phone number , email and LinkedIn.

You can get this candidate's contact information from https://www.work.ua/resumes/18224946/

Work experience

Technical Support Team Lead, Technical Support Specialist

from 10.2023 to 04.2026 (2 years 7 months)
GigRadar.io, Дистанційно (IT)

Technical Support Team Lead:
- Rebuilt and expanded the internal knowledge base and FAQ section, resulting in a 15% improvement in AI agent resolution score and an 8% reduction in repetitive support requests
- Conducted a full cancellation pipeline audit, identifying key churn drivers and developing targeted solutions to improve customer experience and reduce subscription drop-off
- Systematically collected and prioritised client feature requests, successfully advocating for their implementation — resulting in several new features shipped in the core product

Overall stats as Technical Support Specialist (past 12 months):
- Median first response time: 12 sec
- CSAT score: 92%
- Median time to close/resolve ticket: 24 hours

IT Sales Manager/Lead generator

from 02.2020 to 07.2023 (3 years 6 months)
Teymax, Житомир (IT)

- collected and delivered more than 100 leads to the Sales team - based on the requested ICP
- more than 8% lead reply rate overall

Education

Житомирський державний університет імені Івана Франка

Психологія, Житомир
Higher, from 2014 to 2019 (5 years)

Knowledge and skills

• Пошук клієнтів на Upwork
• Комунікабельність
• Пунктуальність
• Ведення CRM
• Робота в команді
• Уміння швидко засвоювати нову інформацію
• Уміння працювати в режимі багатозадачності
• Здатність до навчання
• Дисциплінованість
• Уважність

Language proficiencies

• English — above average
• Ukrainian — fluent

Additional information

Versatile B2B specialist with 5+ years of experience across technical support, customer success, and Upwork growth. Combines hands-on product knowledge with strong client communication and team leadership skills to deliver results across support, sales, and operations

Primarily focused on Technical Support, Customer Success, and Upwork Bidding & Optimization roles - and open to adjacent opportunities that align with continued professional growth.

Expectations:
- Well-established workflows within the team;
- Seriously committed clients, projects, and tasks assigned by management;
- Motivated employees who truly love what they do;
- Opportunities for growth based on my work achievements and the company’s support for this;
- A well-defined system for calculating and paying salaries, vacation time, and days off;
- No cold calls.