Victoria

VICTORIA HLUZDAN
Location: Lviv, Ukraine
Customer Success | Customer Operations Specialist

[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
Customer Operations professional with over two years of experience supporting customers in an
international e-commerce environment. Experienced in building customer relationships,
resolving complex issues, coordinating with cross-functional teams, and improving operational
processes to deliver a high-quality customer experience.

Recognized for strong communication skills, analytical thinking, attention to detail, and the
ability to quickly learn new systems while maintaining a customer-first approach.

CORE SKILLS
Customer Success & Relationship Management | Customer Experience | Cross-functional
Collaboration | Problem Solving & Investigation | Process Improvement | Operational
Coordination | Customer Feedback Analysis | Documentation & Record Management | Customer
& Order Management | Data Analysis & Reporting | Attention to Detail | Microsoft Excel &
Google Sheets

TECHNICAL SKILLS
Business Systems: Shopify, Tidio, NetParcel
Microsoft Office: Excel (reporting, data organization, basic formulas), Word, Outlook, Teams

PROFESSIONAL EXPERIENCE

Customer Experience Team Lead
RAVEN Moto | Toronto, ON, Canada
Mar 2024 – May 2026

Supported customers throughout their purchasing journey while coordinating operational
processes across multiple departments to deliver a consistent, high-quality customer experience.

• Managed customer inquiries through email and live chat, providing timely support and
personalized solutions.
• Resolved complex customer cases by collaborating with fulfillment, warehouse, shipping
partners, and leadership.
• Processed orders, exchanges, refunds, warranty claims, and operational requests while
ensuring accuracy and compliance with company procedures.
 • Investigated shipping issues, customs inquiries, and carrier claims, keeping customers
informed throughout the resolution process.
• Built trust with customers by providing proactive communication and managing
expectations during delays or complex cases.
• Analyzed recurring customer feedback and operational trends, providing
recommendations that supported service improvements.
• Prepared weekly and monthly operational reports, including KPI tracking and customer
experience metrics.
• Trained and onboarded two Customer Experience Specialists, supporting their
development and ensuring consistent service standards.
• Reviewed customer cases and prioritized workloads across the team to maintain service
quality during high-volume periods.
• Collaborated closely with leadership on operational improvements, reporting, and
customer experience initiatives.

Customer Support & Operations Specialist
Sushi Papa | Kharkiv, Ukraine
Jan 2022 – Aug 2024

Supported customers throughout the ordering process while coordinating daily operations
between customer support, kitchen teams, and delivery partners.

• Processed customer orders and ensured accurate information throughout the fulfillment
process.
• Assisted customers with order inquiries and resolved issues promptly.
• Coordinated communication between multiple departments to ensure smooth order
fulfillment.
• Maintained accurate operational records and documentation.
• Collected customer feedback and supported quality improvement initiatives.

EDUCATION
Bachelor of Management & Administration

National Technical University “Kharkiv Polytechnic Institute”
2017 – 2021

LANGUAGES
• Ukrainian — Native
• English — Upper-Intermediate
• Polish — Intermediate