Наталя

Nataliia Yurkiv
● Birth date: November 27, 2001
● Location: Lviv
● Phone: [open contact info](look above in the "contact info" section)
● E-mail: [open contact info](look above in the "contact info" section)

Professional Summary
Organized, proactive, and detail-oriented professional with over 2.5 years of experience in customer
success, delivery operations and administrative support. Strong communicator with proven experience
working with clients and partners.

Education
Ivan Franko National University of Lviv

Bachelor's Degree in International Relations

Professional Experience

Customer Success & Delivery Operations Specialist
2 years 6 months

● Managed customer onboarding and ensured a seamless platform experience.
● Maintained customer records and managed data within the CRM system.
● Fostered long-term customer relationships through personalized communication and proactive
support.
● Processed and managed customer orders, ensuring accuracy and timely execution.
● Coordinated customer communication regarding order status and returns.
● Monitored logistics workflows to ensure timely order fulfillment.
● Created internal documentation, user guides, knowledge base articles, and training materials.
● Supported process improvements by identifying opportunities to optimize internal workflows.
Billing Support
2 months

● Managed payment disputes and chargeback cases from initiation to resolution.
● Communicated with customers regarding billing, refunds, and payment-related inquiries.
● Collaborated with payment providers and internal stakeholders to resolve complex payment
cases.

Professional Strengths
● Highly organized and proactive.
● Strong sense of responsibility.
● Excellent written and verbal communication skills.
● Ability to work independently.
● Adaptable, quick learner with a continuous improvement mindset.

Technical Skills
● Google Workspace
● Microsoft Office
● Zendesk
● Freshdesk
● CRM Systems (Intercom, HubSpot)

Languages
● Ukrainian — Native
● English — Intermediate

Additional Education
Business Communication Course

Certificate of Completion is added