Марина

Maryna Stryhun
Customer Support Manager
Haisyn, Ukraine • [open contact info](look above in the "contact info" section) • [open contact info](look above in the "contact info" section)

Summary
Customer Support Manager with proven experience handling high-volume inquiries across multiple channels (phone, chat,
booking platforms). Consistently delivers fast response times — under 15 minutes for guest support, under 10 minutes for
customer inquiries — while managing 50+ customers monthly and scaling to 2x volume during peak periods. Skilled in
complaint resolution, order management, and building customer loyalty through attentive, detail-oriented service.

Work Experience

Concierge Manager — Hosty
Key Responsibilities:
• Managing guest communication across multiple booking platforms
• Coordinating check-ins, check-outs, and guest support
• Handling reservations, schedule updates, and issue resolution
• Assisting with property operations and maintaining high guest satisfaction
• Communicating with cleaning and maintenance teams
Key Achievements:
• Handled up to 20 guest inquiries per hour during peak season across Airbnb and Vrbo simultaneously
• Maintained response times under 15 minutes, ensuring fast resolution of guest questions and urgent requests
• Managed communication with 50+ guests monthly, coordinating check-ins, check-outs, and issue resolution across multiple
properties
• Resolved urgent guest requests and operational issues in real time, contributing to positive guest reviews
• Coordinated with cleaning and maintenance teams to ensure smooth turnover between guests

Customer Support Manager — CanaFlora (Canada, flower delivery service)
Key Responsibilities:
• Communication with customers by phone and in chats
• Accepting and processing orders
• Control and tracking of delivery
• Handling complaints and resolving them
• Providing information about goods and services
Key Achievements:
• Processed around 15 customer orders per 8-hour shift on regular days, handling communication via phone and chat
• Handled 25+ orders per shift during peak periods (Valentine's Day, March 8, Mother's Day) — nearly double the regular
workload — while maintaining service quality
• Responded to customer inquiries in under 10 minutes, increasing satisfaction through quick, competent resolution of
situations
• Reduced repeat inquiries by clearly informing customers and closely tracking delivery/logistics processes
• Built customer loyalty through a personalized approach and attention to detail — especially important in flower delivery

Store Manager — Kopiyochka
Key Responsibilities:
• Control over the execution of all business processes at the store
• Fulfillment of the sales plan and key KPIs
• Receiving, unloading, and displaying goods (according to merchandising rules)
• Conducting full and remote inventories
• Payment at the checkout

• Recruitment and training of personnel according to the mentoring plan
Key Achievements:
• Increased store sales by 1.5x through the implementation of marketing tools and optimization of display
• Managed and adapted the store's social media accounts, created promotions and campaigns, which increased the customer
base and brand awareness
• Established a training system for new employees, which reduced staff turnover
• Ensured consistent fulfillment of plans and KPIs through process control and demand analysis

Sales Assistant — Magik
• Consultation on the trading floor
• Product display
• Payment at the checkout

Operator — Premium Call-Center
• Answering incoming calls
• Entering information into the database
• Processing of applications

Education
FTMSO, Hotel and Restaurant Business
VTEI KNTEU (Institute of Trade and Economics) • Sep 2018 – Jul 2022

Skills
Soft skills: Communication, problem-solving, adaptability, teamwork, time management, attention to detail, customer focus
Hard skills: Customer support, CRM systems, order management, complaint handling, MS Excel, sales basics, inventory
control

Languages
Ukrainian — Fluent
English — Intermediate (B1)