Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/19644709/

Work experience

Customer Success Operations Manager

from 03.2026 to now (7 months)
Nodera Group, Дистанційно (IT)

Built end-to-end support operations from scratch for new venture
products.
Configuring and launching AI chatbots.
Handle full-cycle inbound and outbound support.
Conducted Root Cause Analysis (RCA)
Partnered closely with Billing, Legal, and Product teams on IKB alignment.
Delivered regular performance reports to leadership.

Senior Customer Support Agent

from 04.2024 to 02.2026 (1 year 11 months)
Develux, Дистанційно (IT)

Handling tasks in CRM system
Resolving minor billing and tech issues
Conducting product quality investigations
Participating in UX Research initiatives
Updating macros for general use
Responding to customer queries
Identifying customer needs and helping customers use our service;
Analyzing and reporting product malfunctions
Meeting customer support KPI

Product Delivery Manager

from 04.2023 to 05.2024 (1 year 2 months)
Develux, Дистанційно (IT)

Analyze user behavior and identify improvement opportunities
Own product vision and roadmap for assigned area
Set and track product metrics and KPIs
Collaborate with product designers, UX researchers, product analysts,
developers, operations and support teams
Monitor and improve key metrics for assigned area

Junior Customer support representative

from 02.2022 to 04.2023 (1 year 3 months)
Develux, Дистанційно (IT)

Creating custom bots to improve optimization
Improving customer support knowledge base and self-help acticles
Responding to customer queries
Handling operational tasks in CRM system
Analyzing and reporting product malfunctions
Meeting customer support KPI

Education

Київський Національний Лінгвістичний Університет

Філологія французької мови та література, англійська мова, переклад, Київ
Higher, from 2020 to 2024 (4 years)

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Ведення CRM
• Чатботи
• Gleap
• Хелпдеск
• SLA
• CSAT
• Retention
• Онбординг
• Автоматизація
• Траблшутинг
• Аналітика
• Звітність
• Документування
• IKB
• Адаптивність
• Емпатія
• Комунікабельність
• Problem-solving
• Стресостійкість
• Багатозадачність
• Менторство
• Колаборація
• Відповідальність
• Організованість
• Неконфліктність

Language proficiencies

• English — advanced
• Ukrainian — fluent
• French — average