Serhii

Serhii Klymenko
Client Coordination Specialist
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) Serhii Klymenko | LinkedIn Ukraine, Кyiv

SUMMARY SOFT SKILLS

• 5+ years of experience in IT with a solid understanding of industry Communication & Trust building
practices and processes
• 5+ years of experience in phone sales, client communication, and
negotiations Negotiation & Objections handling
• 3+ years of experience in the banking sector with proven expertise in
client communication, negotiations, mentoring, and training Conflict resolution Results Orientation
• Proven experience in coordinating large-scale operations (800+
employees) and resolving complex client issues Client relationship building
• Demonstrated ability to work effectively in multicultural teams across
EU and APAC regions
Priority managment
• Strong expertise in objection handling, conflict resolution, and long-
term relationship building
• Experience in training and developing teams in sales techniques and Leadership & Mentoring
client communication

WORK EXPERIENCE HARD SKILLS

Senior Staffing Specialist End-to-End Sales cycle
EPAM Systems 03/2021 - Now Kyiv
CRM managment Client needs analysis
EPAM Systems is a publicly traded global software engineering
and digital transformation services company, serving enterprises
in more than 50 countries. Request & Process management
• Act as the primary point of contact between Clients,
managers, and internal teams, ensuring timely request Analysis & Optimization
delivery.
• Coordinate cross-functional teams across international Scripts development
regions (EU, APAC), fostering effective communication and
collaboration.
Training & Team development
• Manage client requests and oversee their execution across all
stages.
• Resolve complex issues and escalations promptly, ensuring a
high level of client satisfaction. KEY ACHIEVEMENTS
• Implemented process improvements that reduced request
processing time by 25% and increased operational efficiency Team Development & Performance
by 30%. Improvement
• Prepare analytical reports and provide insights to support Trained and developed 100–200+ employees in
management decision-making. effective telephone communication, sales
• Deliver training and mentoring to employees, improving techniques, and client negotiations. Delivered
overall team performance. training sessions on call handling, appointment
scheduling, and building long-term client
Senior Specialist, Head Office Sales Department relationships.
JSC Oschadbank 10/2018 - 02/2021 Kyiv
Oschadbank is a state‑owned, systemically important national Client-Focused Achievements
savings bank of Ukraine, operating the country’s largest branch Delivered 3,000+ client requests across multiple
network and serving over 6 million clients. projects, consistently meeting deadlines and
• Supervised mini call center operations, ensuring efficiency driving improvements in operational efficiency.
and performance.
• Developed and optimized client communication and Learning & Development Impact
negotiation scripts. Designed and launched the corporate course
• Delivered training and mentoring on effective client database “Staffing Advanced,” aimed at enhancing team
management. expertise in complex staffing processes. The
• Managed and maintained client databases, ensuring data program covered advanced sourcing
accuracy and consistency. techniques, CV writing, onboarding, and risk
• Provided cross-branch support in CRM system usage and management.
best practices.
• Monitored performance, prepared reports, and delivered Resource Optimization
insights on CRM effectiveness across branches. Improved resource utilization by 30% through
• Conducted audits to ensure compliance with internal strategic workforce management and efficient
processes and employee responsibilities. staffing processes across multiple locations.

WORK EXPERIENCE LANGUAGES

Senior Soft Collections Specialist English Proficient
LLC "Suchasnyy Faktorynh" 03/2017 - 06/2018 Kyiv
Українська Native
The company provides credit products and retail partner
services, enabling customers across Ukraine to meet their Русский Native
financial and everyday needs.
• Managed professional communication with debtors, providing
consultative support and facilitating voluntary debt resolution
in line with soft collection principles.
• Conducted debtor tracing and successfully established
contact to support debt recovery processes.

Remote Sales Manager
First Ukrainian International Bank
12/2016 - 03/2017 Kyiv
A leading private bank focused on acting as a trusted financial
advisor to both individual and corporate clients, proactively
anticipating their needs and delivering effective, tailored
solutions.
• Managed the full cycle of telephone sales for financial
products (cash loans, credit cards) across warm and cold
client bases.
• Analyzed client needs, presented value propositions,
recommended tailored solutions, and guided clients through
the entire sales journey.
• Conducted financial assessments and provided clear,
transparent consults on lending terms.
• Coordinated client appointments with bank branches and
supported end-to-end application processing.
• Effectively handled objections, driving high conversion rates
and application success.

Senior Soft Collections Specialist
Debt Agency"PRISTAV" 10/2014 - 04/2016 Kyiv
Agency specializing in accounts receivable management for
corporate and individual clients across all stages of the recovery
cycle, including pre-legal, legal, and enforcement proceedings.
• Managed professional communication with debtors, providing
consultative support and facilitating voluntary debt resolution
in line with soft collection principles.

EDUCATION

Bachelor, Management and Organization
Academician Yuriy Bugay International Scientific and Technical
University
2009 - 2013 Kyiv

Master, Finance and Credit
Academician Yuriy Bugay International Scientific and Technical
University
2013 - 2015 Kyiv