Іванна

Ivanna Vitiuk
Khmelnytskyi, Ukraine | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) |
Telegram: @Lysychka5 | Instagram: @ivanka_vitiuk

SUMMARY
Customer Success & Account Manager with 5+ years of experience in customer support, B2B sales, and operations
within a hosting company.
Experienced in working with international clients in the hosting and server infrastructure industry, including VPS/
VDS, dedicated servers, cloud solutions, billing operations, and abuse/fraud handling.
Proven ability to manage multiple responsibilities simultaneously across Customer Success, Sales, and Abuse
Operations while maintaining high-quality customer experience and contributing to business growth.
Strong focus on long-term client relationships, problem-solving, revenue growth, and continuous process optimization.

EDUCATION
Kharkiv Law Academy
Master’s Degree in Law

Khmelnytskyi Humanitarian-Pedagogical Academy
Master’s Degree, Specialization: Primary Education

EXPERIENCE
Customer Success & Account Manager (B2B Sales | Abuse Operations) October 2021 – Present
Zomro.com
• Provided pre-sales consultation on hosting products and infrastructure solutions.
• Assisted clients in selecting VPS, VDS, Dedicated Servers, Cloud VPS (OpenStack), and Forex VPS solutions.
• Managed the full customer lifecycle from onboarding to ongoing support.
• Assisted customers with account setup and customer portal management.
• Resolved billing and financial issues.
• Processed refunds and payment withdrawals.
• Managed referral program payouts.
• Handled chargeback and payment dispute cases.
• Sold dedicated server solutions to business clients.
• Worked with corporate clients, resellers, and partners.
• Delivered customized infrastructure solutions based on business requirements.
• Prepared commercial offers and pricing proposals.
• Built and maintained long-term B2B client relationships.
• Investigated server abuse cases, including phishing, brute-force attacks, and spam activities.
• Processed Spamhaus complaints and security reports.
• Suspended services in accordance with company policies when violations were confirmed.
• Communicated with customers to resolve abuse cases and ensure compliance.
• Handled 50–150 customer requests daily across multiple departments while maintaining high service quality.
• Consistently exceeded sales targets and contributed to company revenue growth.
• Improved customer service workflows by proposing and implementing process optimization initiatives.
• Contributed to the automation of internal service processes, increasing operational efficiency.
• Helped improve the company's financial performance through process improvements and sales initiatives.
• Contributed ideas for marketing campaigns and promotional offers.
• Trained and onboarded new Customer Support team members.
• Successfully combined responsibilities across Customer Success, Sales, and Abuse Operations.

Office Manager September 2021 – October 2021
Zomro.com
• Managed daily office operations.
• Purchased office equipment and supplies.
• Organized corporate events and team-building activities.
• Supported internal administrative processes.
• Contributed to company culture development.
Assistant to the University Rector (Administrative Assistant) 2015 – May 2021
• Managed the rector’s schedule and administrative operations.
• Prepared official documents and internal records.
• Coordinated document flow and correspondence.
• Organized meetings and appointments.
• Provided administrative support to university leadership.

TECHNICAL SKILLS
Customer Success Management
Account Management
B2B Sales
Customer Support
Hosting Solutions Consulting
Abuse & Fraud Handling
Upselling & Cross-selling
Client Relationship Management
Chargeback / Dispute Management
Problem Solving & Conflict Resolution
Process Improvement
Team Training & Onboarding
Time Management
Multitasking

TECHNICAL KNOWLEDGE
Hosting infrastructure fundamentals VPS / VDS / Dedicated Servers Cloud VPS (OpenStack) Forex VPS solutions
Basic Linux & Windows Server administration Server OS reinstallation via control panels Domain management &
DNS records DNS fundamentals SSL certificates IPv4 / IPv6 networking FTP storage systems cPanel & ISPmanager
basics Check-Host for server availability monitoring IP and domain analysis Basic network troubleshooting

TOOLS
Slack ClickUp Trello Google Workspace (Docs, Sheets) Microsoft Excel Check-Host CRM systems Payment
platforms

LANGUAGES
Ukrainian — Native English — A2