Lesya

LESYA LESYK
Customer Support Team Lead
Kyiv | Alicante (Spain) | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)
PROFESSIONAL SUMMARY
Customer Support Team Lead with more than 9 years of experience in international financial services, including leadership of
a 30-person support and operations team across office-based and remote environments. Strong background in service
delivery, KPI monitoring, quality assurance, coaching, onboarding, workforce planning, KYC-related workflows, escalation
resolution, and operational process improvement.
CORE SKILLS
Leadership & People Management: Team supervision, coaching, onboarding, training, recruitment support, probation reviews and
performance evaluations
Service Operations: Live chat, ticketing, email and phone support, workload allocation, shift planning, customer escalations and
queue coverage
Performance & Quality: KPI and SLA-type monitoring, CSAT, QA reviews, productivity tracking, attendance control, reporting and
corrective actions
KYC & Internal Coordination: Customer verification workflows, payment-method cases, AML/Finance/Back Office collaboration
and knowledge-based documentation

PROFESSIONAL EXPERIENCE
Team Lead - Customer Support & KYC Operations | Gelingen Immer | 2019 - Present
International Financial Services Company
• Led the full support and KYC operations, coordinating specialists across live chat, tickets, email, phone support, verification
queues and Account Manager requests.
• Owned daily service delivery by assigning workload, monitoring queue coverage, planning shifts, tracking attendance and
balancing office-based and remote team capacity.
• Monitored key performance metrics, including response time, resolution time, missed chats, productivity, attendance, quality
scores, and customer satisfaction to ensure service excellence.
• Conducted QA reviews of customer interactions and operational cases, identified recurring issues and converted them into
coaching, corrective actions and documentation updates.
• Delivered onboarding, process training, continuous coaching and probation feedback for employees, improving consistency
across communication standards and internal workflows.
• Created and maintained procedures, templates, training materials and knowledge-based content as traffic volume increased, and
the department became more structured.
• Prepared daily, weekly, and monthly reports covering support volume, staffing, productivity, service quality, workload distribution,
and operational risks.
• Coordinated with AML, Finance, Back Office, Payment and Account Management teams to resolve complex customer cases,
KYC blockers, and payment-related discrepancies.
Customer Support & KYC Specialist | Gelingen Immer | 2017 - 2019
International Financial Services Company
• Provided customer support in English through live chat, email, ticketing systems and phone, handling account-related, platform,
payment and operational inquiries.
• Handled customer verification and KYC documentation workflows, including client follow-up, document collection, and
preparation of cases for internal review.
• Escalated complex cases to AML, Finance, Back Office and Account Management teams while keeping customers informed
about the next steps and required actions.
• Maintained response-time, resolution, quality and productivity standards while working across both support queues and
verification-related workloads.
Realtor | 2016 - 2017
• Managed client communication, property inquiries, viewings, listings and transaction documentation in a sales and rental
environment.
TOOLS
CRM & Support Platforms: Zendesk, Zoho Desk, Zoho CRM, FinoSoft CRM, Skipio CRM, Live Chat Systems
Workflow & Reporting: Redmine, Microsoft Excel, Google Sheets, Reporting & Analytics
EDUCATION
Master's Degree in Philology and Translation | National Technical University of Ukraine "Igor Sikorsky Kyiv Polytechnic Institute" (KPI) |
2012 - 2017
LANGUAGES
English: Advanced C1 | Ukrainian: Native | German: A2 | Spanish: A2