Панкова

INNA PANKOVA
Currently based in Irun, Spain (EU)
WhatsApp / Telegram: [open contact info](look above in the "contact info" section)
Email: [open contact info](look above in the "contact info" section)

CUSTOMER SUPPORT | CLIENT RELATIONS | CUSTOMER EXPERIENCE
PROFESSIONAL SUMMARY
Customer-focused professional with 7+ years of experience in client relations, operations, business management, and customer support.
Experienced in coordinating people, processes, and customer communication while ensuring projects and client requests move forward effectively. Strong ability to organize complex workflows, solve problems independently, manage multiple priorities, and maintain clear communication across stakeholders.
Background includes customer relationship management, operations, business ownership, team coordination, onboarding, and staff training. Consistently recognized as a top-performing professional with a strong focus on customer satisfaction and successful outcomes.
Recently completed professional training in Generative AI and actively use AI-powered tools to improve productivity, communication, documentation, and workflow efficiency.

CORE SKILLS
• Client Operations
• Customer Success
• Customer Onboarding
• Client Communication
• Stakeholder Coordination
• CRM Systems
• Workflow Management
• Process Improvement
• Project Coordination
• Problem Solving
• Documentation & Reporting
• Team Training
• Cross-functional Collaboration
• AI-powered Productivity
• Relationship Management

AI & TECHNOLOGY
Certified AI Creator (ALPI Educational Platform)
Advanced user of:
ChatGPT, Claude, Gemini, Midjourney, Runway, Kling, Veo, HeyGen, ElevenLabs, Canva, CapCut, Leonardo, Gamma, Perplexity and other AI tools.
Experienced in using AI to:
• improve workflows
• structure information
• create documentation
• draft communications
• accelerate research
• support operational processes

PROFESSIONAL EXPERIENCE
Client Relations & Business Development Specialist
KOLODIGITAL | Jul 2024 – Nov 2024
• Conducted online consultations and discovery meetings with prospective clients.
• Managed client communication from first contact through agreement stage.
• Coordinated follow-ups, documentation, and next steps.
• Maintained CRM records and activity tracking.
• Identified customer needs and translated them into actionable requirements.
• Consistently ranked among top-performing team members.

Customer Relations Specialist
Rozpakuy TV | Mar 2020 – Nov 2025
• Managed customer relationships throughout the full client lifecycle.
• Conducted consultations and follow-up communication.
• Worked extensively with CRM systems and customer databases.
• Supported customer onboarding activities.
• Resolved customer concerns, handled objections, and maintained long-term customer relationships.
• Assisted with onboarding and training new employees.

Founder & Operations Manager
MaMi EcoFood | Jan 2019 – May 2020
• Founded and managed an eco-food brand.
• Coordinated suppliers, designers, marketers, and contractors.
• Managed customer communication and daily operations.
• Recruited and trained team members.
• Created workflows and operational processes.
• Oversaw branding, marketing, and product development activities.

Operations Manager
Private Business Group | 2008 – 2020
Managed operations across multiple business units including property rental, vehicle rental, education, and service businesses.
Key responsibilities:
• Team coordination and supervision
• Recruitment and onboarding
• Budget and operations management
• Process organization
• Customer issue resolution
• Service quality control
• Multi-project coordination

EDUCATION
Oles Honchar Dnipro National University
Philology (Ukrainian & English)
Translator of English Literature
ALPI Educational Platform
AI Creator Certification

LANGUAGES
English — Upper-Intermediate (B2)
Ukrainian — Native
Russian — Native
Spanish — Elementary (currently improving)