Юліанна

■ Lviv, Ukraine
Yulianna Piskunova
■ [open contact info](look above in the "contact info" section) Customer Care Specialist
■ [open contact info](look above in the "contact info" section)
■ [open contact info](look above in the "contact info" section)
Summary
Detail-oriented customer service professional with 2 years of
hands-on experience in high-volume order processing and client
Skills communication. Strong background in resolving customer issues,
managing payments, and delivering personalized service. Additional
Core: expertise in data analysis focused on user retention and cohort
customer communication, order
metrics, supported by a psychology background. Eager to apply
processing, conflict resolution, client
analytical and interpersonal skills to improve customer experience
consultation
and retention.
Operations:
high-volume handling, multitasking,
Experience
payment processing, retention focus
Florist / Customer Service Specialist — Flora De Luxe
Personal: 2023 – 2025
attention to detail, responsibility, • Handled 100–150 customer orders daily via phone and
adaptability, teamwork, problem-solving messengers in a fast-paced retail environment.

Analytical: • Provided consultations on bouquets, product selection, and
cohort analysis, retention metrics, delivery options to ensure client satisfaction.
data-driven insights, KPI tracking
• Processed orders, managed cash register operations, and handled
client payments and settlements.
Tools:
Google Sheets, Excel, Tableau, SQL, cash • Resolved customer complaints and problem situations promptly
systems, messengers while maintaining a professional and friendly approach.

• Collaborated effectively within a team to support smooth daily
Languages operations and high service standards.
English — Upper-Intermediate
Ukrainian — Native User Retention & Cohort Analysis — Data Analytics Project
2025
• Performed cohort analysis to measure user retention rates using
SQL and Google Sheets.

• Analyzed user behavior by cohorts based on first activity month;
calculated Day 1, Day 7, and Day 30 retention metrics.

• Built retention curves and identified key engagement trends to
support data-driven decisions on customer retention.

• Technologies: SQL (PostgreSQL), Google Sheets.

Education
Uzhhorod National University — Bachelor of Psychology
2023 – present (Expected graduation: 2026)
IT School “Go IT” — Data Analysis
2025 – 2026