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YEVHENIIA BEKH
Optimisation Specialist | Business Assistant | Affiliate Manager
Lviv, Ukraine | WhatsApp | [open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)

SUMMARY
Operations and process-oriented specialist with cross-functional experience across digital products, user
communication, and team management. Skilled at analyzing workflows and product issues, identifying
recurring pain points, and improving communication flows and knowledge bases to support business goals.

Experience spans brand, product, and cross-team management, gained while helping develop a local office of
a volunteer organization and managing both local and international teams through a full team management
cycle — from planning to performance development. Strong at structuring and systematizing information,
workflows, and databases, with a solution-oriented mindset for weighing trade-offs across HR, product,
marketing, and support functions.

Currently exploring roles in operations, technical support, affiliate management, and data-informed product
improvement.

EXPERIENCE
RiseGuide, SKELAR
Middle Customer Support Agent
Sep 2025 – Jun 2026 | Remote

● Resolved 150-200 customer inquiries per day while meeting 5 min response and 96% quality score.
● Analyzed user behavior through support cases, identified recurring user pain points, and flagged
product, billing, onboarding, and UX-related issues.
● Collaborated with product, operations, and technical support teams to resolve issues and improve
user experience.
● De-escalated conflict situations with dissatisfied customers, maintaining retention and customer
loyalty.
● Delivered quality support assistance with multiple customers at the same time.

AIESEC in Dnipro
Junior Operations Manager
Jan 2024 – Jan 2025 | Remote | Volunteering
● Set strategic direction for the local office, defining clear KPIs and action plans to guide team
performance
● Led and coordinated cross-functional volunteer teams across marketing, HR, finance, and project
management, aligning 3 team members around shared goals
● Facilitated team planning and goal-setting sessions, translating strategic priorities into actionable team
objectives
● Conducted regular 1-on-1 meetings with team members, supporting individual development and
improving team retention
● Represented the local office at city, national, and regional levels, strengthening its visibility and
standing within the broader network

AIESEC in Dnipro
Marketing and Public Relations manager
Jan 2024 – Jan 2025 | Remote | Volunteering
● Built strategic partnerships with universities, media outlets, and other NGOs to strengthen the
organization's brand presence and visibility at the local level.
● Created and maintained a CRM database of media partners, tracking engagement and activity to keep
outreach targeted and up to date.
● Represented the organization at local events, online webinars, and partner meetings, expanding its
network and visibility among key stakeholders.
● Led marketing campaigns to generate qualified leads for the product department, directly supporting
organisation growth through targeted outreach.

JustMarkets LTD
Customer Support Team Lead
July 2025 – Sep 2025 | Remote
● Led an international team of 10 people, overseeing daily operations and ensuring alignment with
company strategic goals.
● Facilitated training sessions and 1-on-1 performance reviews to enhance individual and team
productivity.
● Prepared monthly performance reports, analyzing results and setting objectives for the following
month.
● Managed the full hiring cycle: conducted interviews, created candidate assessments, and provided
structured feedback.
● Delivered product onboarding for new hires to accelerate their ramp-up and adaptation.
● Maintained the departmental knowledge base, keeping information accurate and up to date.

JustMarkets LTD
Junior Customer Support Agent
Aug 2024 – Jun 2025 | Remote
● Delivered multichannel customer support — live chat, email (Microsoft 365), and callback calls —
providing quick, accurate responses and escalating complex issues to relevant departments when
needed.
● Relayed technical bugs and user experience issues to product and technical teams, helping identify
recurring problems and improve the customer-facing product.
● Consistently exceeded KPI targets for several consecutive months: 8-second first response time,
38-second average response time, 78% CSAT, and 97% QA score.

EDUCATION

Ivan Franko National University of Lviv
Master’s Degree — Business Administration (Management)
Theoretical knowledge in topics of HR management, Finance management, Project Management and
Business Processes. Practical experience in using Microsoft Visio (IDEF0, BPMN, WFD, DFD), Microsoft
Project (Gantt chart)

University of Customs and Finance, Dnipro
Bachelor’s Degree — International Relations, Country studies.
Knowledge about international context and cultural differences to build effective communication.

CORE SKILLS
Product Thinking User Experience (UX) Awareness Public Speaking
Microsoft Visio B2C Product Support Product Documentation
Business Process Analysis Cross-functional Collaboration Stakeholder Communication
User Feedback Analysis Problem Solving Market & Information Research
ClickUp/Notion Adaptability CRM Systems
Google Workspace Microsoft Office English Communication

LANGUAGES
Ukrainian — Native
English — B2 / Upper-Intermediate
Polish — A2 / Pre-Intermediate