Євгенія

KNIAZIEVA YEVHENIIA
PROJECT MANAGER
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section)

Ukraine, Zaporizhzhia www.linkedin.com

EDUCATION LANGUAGES
V. N. Karazin Kharkiv 2020-2024
National University Ukrainian (native)
Bachelor's degree in the specialty English (fluent, C1)
Management of foreign economic activity Russian (fluent)

SOFT SKILLS HARD SKILLS
Microsoft Office, Canva, Trello,
Creativity
Notion, Miro, Google tools,
Team work
Using CRM and LMS
Leadership
(Zendesk, Customer.IO, SolidGate)
Communication
Business development
Organizational skills
Personnel management
Critical thinking
Account management
Conducting negotiations

EMPLOYMENT HISTORY

English teacher 08.2022 - 01.2023
Private school British cat Zaporizhzhia

Preparation of lesson plans, their implementation with monthly quality control
Teaching English to different age groups (from 3 to 50 years old)
Conducting offline and online classes
Brainstorming of ideas to improve the school's business activity, the quality of lessons

Manager, personal assistant to the head of the company 01.2024 - 06.2024
Grow Global Academy (Corporate English) Ukraine, remote
Leading and coordinating communication between teachers and students
Supervision the student onboarding process, from trial lessons to the start of regular classes,
organizing the lesson scheduling and resource planning
Maintaining and monitoring data accuracy in CRM and LMS systems, ensuring timely updates
Collection and analizing the feedback from students and teachers
Organisation and tracking projects using Trello tool and Kanban methodologies
Participation in recruitment processes, candidate sourcing and onboarding
Management of the company's social networks (Facebook, Instagram)
Active participation in the development of the company, automation and optimization of
processes
 EMPLOYMENT HISTORY

Сustomer Support Agent 09.2024 - 09.2025
Genesis, Everhelp (remote)

Addressing customer inquiries, concerns, and complaints promptly and professionally to
ensure a positive customer experience.
Communication with product teams: escalating issues when necessary, working with
product tech team on best resolution for the customer, actively sharing customer’s
feedback and personal observations to the product
Working with the QC on upgrading knowledge base and macros for the replies
Exceeding Performance Metrics (KPI), such as response time, resolution time, and
customer satisfaction scores.
Continuous attending of possible training sessions, product workshops, team building
meetings

Сustomer Support Senior Agent 09.2025 - 06.2026
Genesis, Everhelp (remote)

All previous Customer Support agent responsibilities
Handled complex, non-standard, and escalated cases, identifying root causes and
delivering effective solutions
Monitoring of the new support agents through shadowing, real-time assistance, and
continuous performance feedback.
Collaborating with QA/QC team to review and refine internal workflows, support macros,
templates, and knowledge base materials
Conducting CSAT, ticket volume, and trend analysis to identify recurring customer pain
points and recommend process improvements.
Analyzing customer inquiries to identify product-related issues and initiated improvement
processes in collaboration with TL and QC.
Coordinating and maintaining weekly team schedules for a 20-member support team,
ensuring adequate coverage, workload balance, and operational efficiency.
Taking ownership of internal engagement initiatives, organizing and facilitating
icebreaker and presentation activities during monthly team meetings to strengthen team
collaboration and knowledge sharing.
Identifying opportunities for process optimization, automation, and operational
improvements, contributing to increased team productivity and service quality.