Ліліанна

LILIANNA VATS
Phone: [open contact info](look above in the "contact info" section)
Email: [open contact info](look above in the "contact info" section)
Website: [open contact info](look above in the "contact info" section)

SUMMARY
Customer-focused specialist with experience in customer support, sales, and operations management across
service-driven environments. Skilled at handling client communication, resolving issues efficiently, and
building strong relationships that improve retention and satisfaction. Background includes sales and
administrative roles in education, high-volume call center support, and team coordination in retail operations.
Known for a proactive approach, clear communication, and the ability to adapt quickly in fast-paced
environments.

WORK EXPERIENCE
Customer Support Chat Manager, Uniwell Sep 2025 - Present
Handled high-volume customer inquiries via chat, maintaining fast response times and high
satisfaction rates.
Resolved user issues related to app usage, subscriptions, and technical concerns, ensuring
smooth customer experience.
Identified common user issues and shared insights with the team to improve product experience
and support workflows.
Sales Manager & Administrator, ICan Language School May 2023 - Sep 2025
Conducted client consultations, identified learning needs, and matched students with suitable
language programs
Supported sales growth by optimizing communication scripts and improving conversion rates.
Handled administrative operations, including scheduling classes, managing student records, and
coordinating with teachers.

Call Center Operator, Simply Contact Mar 2022 - May 2022
Met and exceeded key performance metrics, including response time, call quality, and resolution rate.
Logged and updated customer interactions in CRM systems, ensuring accurate and up-to-date
records.

Call Center Operator, Fozzy Group Sep 2021 - Mar 2022
Handled customer communication across multiple channels, including inbound/outbound calls and live
chat support.
Worked with Zendesk to manage tickets, track requests, and maintain organized customer records.
Maintained high response speed and quality across both phone and chat channels.
EDUCATION
Aug 2019 - Jun 2023
Ivan Franko National University of Lviv
Baccalauréat, Ukrainian Language and Literature

ADDITIONAL INFORMATION

Technical Skills: Experienced in using Zendesk and Intercom for customer support, handling
ticketing systems and live chat communication; worked with Binotel and other telephony systems
for inbound and outbound calls; proficient in CRM systems for managing customer data; skilled in
Google Sheets and Microsoft Excel for data tracking and reporting.
Languages: English (Upper-Intermediate, sufficient for daily professional communication),
Ukrainian (Native).