Yaroslav

Yaroslav Kozakevych
Team Lead | Operations & Team Coordination | Head of Customer Support
[open contact info](look above in the "contact info" section) • [open contact info](look above in the "contact info" section) • [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
Hands-on team leader with 8+ years in fast-paced, client-facing operations and 5+ years leading teams of up to 50–55
people. Plans shifts and distributes workload based on team capacity and priorities, stays actively involved in daily
operations, and steps in during peak hours and complex situations. Experienced in transportation operations at TFM
ELD: constant communication with dispatchers and drivers, handling breakdowns, delays, and schedule changes, and
keeping CRM and reports up to date (orders, payments, fines, tolls, maintenance). Trains and onboards new team
members, gives practical feedback, documents and improves processes, and resolves conflicts without escalation by
balancing client and company interests. Calm under pressure, organized, and focused on speed, accuracy, and
communication. Fluent English, native Ukrainian, fluent Russian.

CORE SKILLS
Team Leadership, Hands-on Operations Management, Workload Distribution & Task Assignment, Shift Planning &
Scheduling, Communication with Dispatchers & Drivers, Handling Non-standard Situations (breakdowns, delays,
schedule changes), CRM & Operational Reporting (orders, payments, fines, tolls, maintenance), Task Completion &
Quality Monitoring, Training & Onboarding, Constructive Feedback, Process Documentation & Improvement, Conflict
Resolution without Escalation, Cross-department Communication, Team Motivation, Recruiting with HR, Stress
Resistance.

TECHNICAL PROFICIENCY
CRM systems, HubSpot, Zoho, Jira, Confluence, Zendesk, Zammad, OTRS, Omnidesk, Google Services, Microsoft Office,
Slack, Microsoft Teams, Rocket Chat, VOIP, Mixpanel, Grafana, XWiki, SharePoint, AI tools (Claude, ChatGPT).

PROFESSIONAL EXPERIENCE
Head of Personal Concierge Managers
Oben Club | August 2024 – August 2026
• Led a team of 12 personal managers; planned the team workflow and distributed tasks across managers based on
workload and priorities.
• Stayed hands-on in daily operations, personally handling complex, time-sensitive requests, from last-minute travel
to rare product sourcing.
• Resolved non-standard situations and urgent changes, coordinating partners and vendors to deliver end-to-end
service.
• Handled conflict cases and complaints without escalation, balancing client and company interests.
• Monitored task completion and service quality; gave regular feedback to the team.
• Developed and implemented service standards; suggested and introduced process improvements.
• Trained and mentored the team on communication, prioritization, and client handling.
• Motivated and supported the team during peak periods.
• Prepared reporting for management; oversaw budget planning, cost optimization, and supplier negotiations.

Senior Customer Success / VIP Account Manager / CPQ Manager
Code IT and Workday (Zimit CPQ) | April 2022 – July 2024
• Main point of contact for a portfolio of 25–30 enterprise accounts from the US and Europe, including Dell and
Siemens.
• Collected client requests through Jira (bugs, enhancement tickets, special requests) and turned them into clear
tasks for the team.
• Aligned priorities and deadlines with Development, QA, Product, and Integration teams and monitored task
completion.
• Kept constant communication between clients and internal departments; escalated to the right team when needed.
• Managed client expectations when fixes or features were delayed, keeping relationships stable.
• Investigated and resolved client complaints, troubleshot issues, and closed tickets after confirming with the client.
• Ran regular client check-ins and status updates; attended daily calls and meetings.
• Educated clients on the product and improved the overall customer experience.
• Prepared client surveys, quotes, and calculation sheets (CPQ); identified upsell opportunities.

Customer Success Manager
TFM ELD | September 2021 – February 2022
• Maintained constant communication with dispatchers and drivers to keep daily operations running.
• Resolved non-standard situations: vehicle breakdowns, delays, and schedule changes.
• Updated CRM and reports: orders, payments, fines, tolls, and vehicle maintenance details.
• Served as the communication link between key customers and internal teams; represented customers when
needed.
• Resolved customer issues and complaints to maintain trust.
• Reported on the status of accounts and transactions; set and tracked account targets.
• Supported colleagues during peak hours.
• Suggested actions to improve performance; generated new sales through existing and potential customer
networks.

Team Lead of Customer Support
Quest Marketing / UltimaTech | April 2018 – September 2021
• Built and led a team of 50–55 agents while staying hands-on with complex and escalated cases.
• Planned shift schedules and distributed workload across the team based on volume and priorities.
• Monitored task completion and service quality; set up the QA process from scratch, reviewed tickets and chats, and
gave feedback to agents.
• Recruited new team members together with HR; onboarded and trained them, explaining processes and supporting
their growth.
• Wrote and documented scripts, instructions, and internal regulations; suggested and introduced process
improvements.
• Resolved conflict cases without escalation, balancing customer and company interests.
• Motivated and supported the team during peak hours.
• Prepared KPI reports and analyzed trends to guide decisions.
• Ran weekly cross-functional meetings on goals and priorities; managed external partners and service providers.
• Handled payment issues and processed international payments.

Customer Support Specialist
Quest Marketing / UltimaTech | August 2017 – April 2018
• Supported customers via phone (call center), email, and chat; handled and resolved complaints.
• Verified information and updated databases accurately.
• Redirected calls as needed and worked with the supervisor to address outstanding issues.

EDUCATION
Mariupol State University of Humanities
Translator and Interpreter of English and Greek | 2005 – 2009

LANGUAGES
English: Fluent • Ukrainian: Native • Russian: Fluent • Greek: Intermediate