Олексій

OLEKSII MARTYNIUK
Technical Support & Customer Success Specialist
Location: Kyiv, Ukraine | Phones: [open contact info](look above in the "contact info" section) | Email: [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY

Dedicated and adaptable Technical Support & Lead Generation Specialist with 7+ years of experience across Technical
Support (L1/L2), Customer Success, and Outbound B2B Lead Generation. Proven track record of resolving complex
technical issues, provisioning VoIP systems, managing CRM databases, and optimizing lead acquisition workflows.
Combines strong technical troubleshooting with high-end customer service standards developed in international hospitality
environments.

CORE COMPETENCIES & TECHNICAL SKILLS

Support & Operations: L1/L2 Technical Support, VoIP Provisioning, Remote
Troubleshooting, Desktop Sharing, Customer Retention, Help
Desk & Service Desk.
CRMs & Workflow: Salesforce, HubSpot, Outreach.io, Jira, Trello, Fidelio Opera
PMS, Google Workspace.
Lead Gen & Data: LinkedIn Sales Navigator, Name2Email, QuickMail, Data
Mining, Web Scraping, Email Automation & Validation.
Languages: Ukrainian (Native), English (Fluent), French (Intermediate).

PROFESSIONAL EXPERIENCE

L1 Support Agent — Nextiva | Dec 2019 – Present | Kyiv, Ukraine
● Deliver timely, accurate, and empathetic technical support to resolve complex software and VoIP phone provisioning inquiries.
● Perform root-cause analysis and end-to-end troubleshooting using desktop sharing and specialized diagnostic tools.
● Evaluate client symptoms to resolve requests on first contact or escalate priority issues to L2/engineering teams following strict
SLA protocols.
● Retain account value by identifying underlying technical challenges and offering tailored alternative solutions.
L1 Support Agent — CEX.IO | Jul 2019 – Nov 2019 | Kyiv, Ukraine
● Handled high-volume email inquiries regarding cryptocurrency platform functionality, financial transactions, and user account
verification.
● Maintained up-to-date knowledge of product updates, security protocols, and regulatory compliance standards.
● Sustained strong customer satisfaction and trust through clear, responsive, and structured communication.
Lead Generation Specialist — Self-Employed | Oct 2018 – Jan 2019 | Remote
● Conducted targeted B2B prospect research and qualification via LinkedIn using advanced web-scraping and validation tools.
● Maintained and sanitized clean lead databases using Google Sheets and Google Docs, ensuring high deliverability rates.
● Managed social media brand presence and curated engaging professional content.
Lead Generation Manager — Competera | Jun 2017 – Dec 2018 | Kyiv, Ukraine
● Expanded target prospect databases and enriched contact data utilizing 3rd-party intelligence tools (Similarweb, AngelList,
Quora).
● Consistently achieved and surpassed key lead research quotas working in direct collaboration with the Chief Executive Officer.
Pre-Sale / Customer Success Manager — DICEUS | Dec 2016 – Jun 2017 | Kyiv, Ukraine
● Led a dedicated research team of 3 members to identify, qualify, and expand prospective enterprise pipelines.
● Supported the senior sales engineering team with client presentations, product demos, and client relationship management.
Sales Development Representative (SDR) — CIENCE (ex. Leadware) | Mar 2016 – Dec 2016 | Kyiv, Ukraine
● Executed high-volume outbound email campaigns and qualified B2B leads across multiple global industry verticals.
● Hosted weekly reporting and strategic alignment calls with international clients to review campaign analytics and performance
metrics.
Senior Night Auditor — Hilton Kyiv | Feb 2014 – Jun 2015 | Kyiv, Ukraine
● Managed overnight guest and front-desk operations, ensuring full compliance with international financial auditing standards.
● Overseed property emergency protocols, guest safety, and efficient resolution of escalated guest issues.
Executive Butler / Guest Service Executive — Burj Al Arab | Mar 2012 – Mar 2013 | Dubai, UAE
● Delivered high-end personalized service for VIP clientele, managing check-in/check-out processes via Fidelio Opera PMS.
● Maximised operational revenue through targeted upselling initiatives and proactive client relationship building.

EDUCATION

Master’s Degree in Automation & Computer Integrated Technologies
National Technical University of Ukraine "Kyiv Polytechnic Institute" (NTUU "KPI") | 1999 – 2005
Bachelor’s Degree in Foreign Economic Activity Management
European University, Kyiv, Ukraine | 2009 – 2011