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OLENA BALAKHOVTSEVA
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)
Львів//Київ
24 липня 2000 р.
Київ
Жіночий
@Balahovtseva_Elena

НАВИЧКИ ПРОФІЛЬ

Microsoft Excel Experienced customer support and operations professional focused on
delivering exceptional customer service and improving operational
efficiency. Skilled in CRM systems, customer inquiry analysis, conflict
Microsoft Word resolution, and process optimization, with a proven ability to enhance
customer experience and support business goals. Strong background
in team coordination, training, and cross-functional collaboration to
Basic HTML
ensure high-quality service delivery and successful resolution of
complex cases.
CRM Systems (Zendesk, Currently seeking opportunities to apply and expand my skills in new
Salesforce, HubSpot) professional areas, including IT Project Management, Operations
Management, Logistics Coordination, Customer Success, Business
Operations, Account Management, and Process Improvement. Eager to
Critical Thinking take on new challenges, learn quickly, and contribute to organizational
growth in dynamic and fast-paced environments.

Time Management ОСВІТА

State Higher Education Institution "Kyiv вер 2018 - черв 2022
Multitasking // Attention to National Economic University named
Detail // Organizational Skills after Vadym Hetman"
Bachelor's, Kyiv
Programme Subject Area - Economics // Educational Programme -
МОВА Economic Cybernetics
English Education Institution "Kyiv National вер 2022 - лют 2024
Economic University named after
Vadym Hetman"
Ukrainian
Master's, Kyiv
Programme Subject Area - Economics // Educational Programme -
Economic Cybernetics and Data Science

I hereby consent to the processing of my personal data for recruitment and selection
purposes in connection with the position for which I am applying.
 ДОСВІД РОБОТИ

Customer support representative // вер 2022 - трав 2026
Team Lead
IMS, Kyiv
Provided 24/7 shift-based customer support, managing inquiries
from initial contact through final resolution.
Worked extensively with CRM systems, including Zendesk and
Thunderbird, to track, document, and resolve customer cases.
Analyzed customer inquiries to identify recurring issues and
recommend improvements to services, processes, and user
experience.
Resolved complex customer complaints and conflict situations
while maintaining a high standard of professionalism and
customer satisfaction.
Performed Quality Assurance and Dispute Management
responsibilities, investigating cases and ensuring fair, policy-
compliant resolutions.
Conducted onboarding and training sessions for new support
team members, helping them quickly adapt to company
procedures and service standards.
Collaborated closely with Writer Management and Payments
departments to resolve escalated and cross-functional cases
efficiently.
Created, maintained, and updated operational documentation,
communication templates, knowledge base articles, and customer
service guidelines.
Ensured accurate case documentation and adherence to internal
quality standards and service-level requirements.

Fitness Club Manager / Operations лип 2020 - груд 2021
Coordinator (Part-time while
completing Bachelor's Degree)
"BEST BODY", Kyiv
Managed daily front desk operations, including client scheduling
for training sessions, consultations, and fitness programs.
Ensured the cleanliness, safety, and operational readiness of all
gym facilities and equipment.
Coordinated and supervised the work of trainers, cleaning staff,
and maintenance personnel to maintain high service standards.
Processed cash and POS transactions, maintained accurate
financial records, and prepared daily reports.
Resolved customer complaints and conflict situations effectively,
ensuring a positive client experience and high satisfaction levels.
Maintained and updated the client database, proactively
contacting members regarding renewals, appointments, and club
services.
Delivered exceptional customer service by identifying client needs
and providing personalized solutions.
Monitored team performance, analyzed operational processes,
and implemented improvements to enhance efficiency and service
quality.
Assisted in achieving membership retention goals through strong
client relationship management and follow-up communication.

I hereby consent to the processing of my personal data for recruitment and selection
purposes in connection with the position for which I am applying.
 Contributed to a welcoming and professional club environment,
supporting both business objectives and customer loyalty.

РЕКОМЕНДАЦІЇ

Can provide a personal recommendation from previous employer
upon request.

I hereby consent to the processing of my personal data for recruitment and selection
purposes in connection with the position for which I am applying.