Maksym

MAKSYM KOTLIAROV
CUSTOMER SUCCESS MANAGER | ACCOUNT MANAGER
CLIENT RELATIONSHIP MANAGER | RETENTION MANAGER
Modena, Italy | [open contact info](look above in the "contact info" section) (WhatsApp) | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Telegram: @cottlem
Available immediately | Full-time remote | Open to employer-supported relocation
PROFESSIONAL SUMMARY
Client relations and retention professional with 6+ years of experience in international B2C sales, customer communication, account retention, and team leadership. Managed 15-20 active client relationships per day across Europe, Australia, Canada, and the UK, handling reactivation, upselling, complaints, and high-value accounts. Known for calm problem-solving, persuasive communication, and building client trust in fast-paced remote environments. English B2.
CORE SKILLS
Customer Success | Account Management | Client Retention and Reactivation | Relationship Management | Customer Engagement | Upselling and Cross-selling | Escalation Management | Objection Handling | CRM Management | KPI Tracking and Reporting | Phone and Email Communication | Remote Collaboration
PROFESSIONAL EXPERIENCE
CONFIDENTIAL INTERNATIONAL COMPANIES (NDA)
International Markets / Remote | Jan 2022 - Feb 2026
Retention Team Lead (Mar 2024 - Feb 2026) | Retention Manager (Sep 2023 - Feb 2024) | Sales Team Lead (Mar - Aug 2023) | Retention Manager (Jun 2022 - Feb 2023) | Sales Manager (Jan - May 2022)
• Managed 15-20 active client relationships per day, supporting retention, reactivation, upselling, cross-selling, complaints, and long-term high-value accounts.
• Maintained at least 80% of assigned targets and achieved retention conversion above 60% while balancing a high daily volume of calls and follow-ups.
• Resolved escalated customer issues, calmed difficult conversations, rebuilt trust, and retained accounts that were at risk of leaving.
• Developed strong long-term relationships with clients who requested to work with me directly and continued purchasing over extended periods.
• Handled 150-500 outbound calls and call attempts per day, depending on shift length, including English-language conversations with customers across Europe, Australia, Canada, and the UK.
• Used amoCRM, VoIP systems, messaging apps, and email platforms to document interactions, plan follow-ups, and maintain consistent client communication.
• Promoted through sales, retention, and team-lead roles based on stable performance, client-handling ability, and willingness to support colleagues.
BRITISH AMERICAN TOBACCO
Ukraine | 2019 - 2021
Retail Sales Consultant
• Advised customers, presented consumer products, and tracked sales, conversion, and average transaction metrics while consistently meeting assigned targets.
• Regularly ranked among the top 1-2 sales performers and supported international customers in English; completed a three-month remote cold-calling assignment during COVID-19.
TECHNICAL SKILLS AND LANGUAGES
Tools: Google Sheets, Microsoft Excel, amoCRM, Zoiper/VoIP, Slack, Rocket.Chat, WhatsApp, Telegram, Viber, and email platforms.
AI tools: Advanced use of AI tools for research, spreadsheet support, workflow optimization, and rapid problem-solving.
Languages: Ukrainian and Russian (native); English (B2, professional working proficiency); Italian (B1); Polish (A1).
EDUCATION
GENERAL SECONDARY EDUCATION | Secondary School No. 5, Sokal, Ukraine | 2018