Іван

Ivan Lapin

Mobile: [open contact info](look above in the "contact info" section)
Email: [open contact info](look above in the "contact info" section)
Visa Status: Pesel UKR
Nationality: Ukrainian
DOB: 17 April 2006

PROFESSIONAL SUMMARY

High-performing sales and customer service professional consistently driving revenue growth through aggressive target
achievement, strategic client acquisition, and high-value account management. Expert in closing deals, maximizing
opportunities, and delivering premium customer experience (CX). Proven ability to lead and motivate teams, excel in
multicultural environments, and outperform sales targets within tight deadlines.

CORE COMPETENCIES

Sales strategy Deal closing Report generation
Sales execution Market research Order processing
Lead generation Business development Service delivery
Pipeline management Customer support Workflow coordination
Account management Customer experience Email management
Client retention Client relations Process optimization
Customer acquisition Complaint handling Network troubleshooting
Revenue growth Issue resolution System configuration
Upselling techniques CRM management Software installation
Cross selling Data analysis Access management
Negotiation skills Performance tracking Technical support

PROFESSIONAL EXPERIENCE

September 2024 - Present – Confidential Company (Under NDA), Ukraine
Position: Sales and Customer Support Executive

Managing and growing key accounts by building long-term relationships, ensuring client retention, and maximizing
customer lifetime value (CLV)
Driving business development by identifying new market opportunities, generating qualified leads, and contributing
to revenue growth
Executing full-cycle sales processes, including prospecting, needs analysis, negotiation, closing, and after-sales
support
Building and strengthening client relations through personalized service, trust-building, and consistent follow-ups
Delivering exceptional customer experience (CX) by handling inquiries, resolving complaints, and ensuring timely
issue resolution in line with service level agreements (SLAs)
Strengthening customer engagement through personalized communication, as well as upselling and cross-selling
strategies
Monitoring and improving customer satisfaction (CSAT) and Net Promoter Score (NPS) by collecting feedback and
implementing continuous service improvements
Maintaining accurate CRM management by tracking client interactions, managing sales pipelines, and analyzing
performance data for informed decision-making
Collaborating with cross-functional teams to ensure a seamless customer journey and consistent service delivery
across all touchpoints
Supporting client retention and loyalty programs by identifying needs and offering tailored, value-driven solutions
Managing administrative functions, including reporting, documentation, and sales analytics, to support business
performance optimization
Contributing to sales targets and KPIs achievement by consistently meeting or exceeding individual and team goals

ADDITIONAL EXPERIENCE

January 2025 - Present – Self-Employed / Freelancer, Ukraine
Position: IT and Admin Support

Providing IT support services by troubleshooting technical issues, resolving system errors, and ensuring smooth
day-to-day operations
Managing administrative tasks, including documentation, data entry, reporting, and workflow coordination
Supporting clients with software and system usage, ensuring efficient onboarding and user experience
Maintaining and updating databases and CRM systems, ensuring data accuracy and integrity
Assisting with process optimization by identifying inefficiencies and implementing improved administrative
procedures
Coordinating schedules, communications, and internal processes to enhance operational efficiency
Delivering responsive customer and technical support, ensuring timely resolution of client inquiries and issues
Managing digital tools and platforms (e.g., email systems, cloud storage, collaboration tools) to support business
operations
Ensuring data security and confidentiality while handling sensitive information
Collaborating with clients to understand requirements and providing tailored IT and administrative solutions

LANGUAGES

Ukrainian – Native English – Fluent
Russian – Native Polish - Advanced