Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/19178577/

Work experience

Customer service manager

from 01.2023 to 07.2026 (3 years 7 months)
Everest, рекламная компания полного цикла, Дистанційно (Маркетинг, реклама, PR)

.Client Relationship Management: Oversaw end-to-end communication with clients in a fast-paced marketing environment, ensuring high levels of client satisfaction and retention.
. Cross-Functional Collaboration: Partnered with media buying, marketing, and sales teams to streamline client onboarding, clarify technical deliverables, and align campaign expectations.
. Issue Resolution & Escalation: Managed complex client inquiries and technical support tickets, consistently adhering to internal Service Level Agreements (SLAs).
. Process Optimization: Developed and implemented standardized communication protocols and FAQ templates to improve team efficiency and response accuracy.
. Performance Monitoring: Tracked essential support metrics (First Response Time, Resolution Rate, and CSAT) to drive continuous improvement in customer experience.

Head of customer support

from 07.2020 to 07.2021 (1 year)
Fred martins (IT)

Education

Lviv university of trade and economics

Business administration, Львів
Higher, from 2020 to 2024 (4 years)

Additional education and certificates

English language

2025, 1year

Knowledge and skills

• Data management
• Комунікабельність
• Relationship building
• Reliability
• Clear communication

Language proficiencies

English — advanced

Additional information

Results-driven Customer Service Manager with proven expertise in leading high-performing support teams, optimizing service workflows, and elevating customer retention. Adept at leveraging data-driven insights to improve key service metrics, while implementing robust standard operating procedures. Possesses strong conflict-resolution skills and a strategic approach to managing high-stakes client escalations and cross-departmental collaboration.