Діана

Diana Pavliuk
Support Team Lead and Support Operations
Ukraine | [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 Profile
• Experience in managing international teams in logistics, IT and customer support.
• Process optimization.
• Basic workflows and automations with Slack, Google Apps Script, n8n, Coda and Notion.
• Data analysis and reporting using Zendesk Explore and Tableau.
• Proficient in Confluence, Jira, Google Workspace, Microsoft 365, Notion, Coda and Zendesk. Basic knowledge of Tableau and Airtable.
• Fluent in spoken and written English at C1 level.
• Experience in creating training materials and instructional guides (SOPs).
• Experience in training and onboarding new team members.
• Experience with Service Desk, Admin Panels, ticketing and email systems, calling tools and CRMs. Worked with HelpScout, Google Voice, Kustomer and Front.
• Ability to work with people from diverse cultural backgrounds.
• Skilled in handling escalations and finding mutually beneficial solutions.
• Strong communication skills and empathy.
• High motivation and strong negotiation skills.
Professional Experience
Support Team ManagerJan 2026 - Oct 2026
OBRIO - Nebula
• Led a general support team of 7 people.
• Managed agent performance through 1:1 meetings, coaching and PDPs. Assessed promotion readiness against documented deliverables and review criteria.
• Analyzed support quality via KPIs that included CSAT, productivity, FRT and product knowledge. Prepared team performance and OKR reports using Tableau, Zendesk, Kaizo and Google Sheets.
• Built a Notion PDP and KPI hubs with individual agent trackers, phase deliverables and review checkpoints to organize development plans and follow-up.
• Designed and tested a shift handover workflow using n8n and Coda. Added shift mapping, incident links and deduplication logic to prepare reports for Slack.
• Designed an Ideas Lab tracker (feedback from agents) via Slack Workflows + AppScript + Notion integration with ownership, statuses, review feedback and next steps to organize agent improvement proposals.
• Used AI tools to draft SOPs, review support evidence and prototype workflows. Checked outputs against source data, policies and operational constraints.
• Reviewed quality-control disputes against ticket history, SME guidance and scorecard criteria. Turned findings into specific coaching actions and follow-up checks.
• Documented support flows and escalation routes in Notion. Investigated Zendesk refund-flow issues and tested corrections in the affected scenario.

Support ManagerJan 2025 - Jan 2026
WoodAndHearts - Remote
• Handled invoices and customer inquiries for American clients.
• Trained Tidio chat model and added to its knowledge base.
• Provided support by email,chat and phone and followed up on customer requests.

Professional Experience Continued
Account ManagerApr 2024 - Dec 2024
Rigid Structural Design - Remote
• Coordinated client communication and building permit submissions to the New York City Department of Buildings.
• Worked with engineering teams on architectural documentation and resolved permit objections and delays.
• Wrote a training manual and trained new team members.
Team LeadMay 2023 - Feb 2024
Diya - Remote
• Led a Service Desk team supporting an international logistics company and its TMS and CRM tools.
• Improved team productivity by 26% through weekly reporting and task optimization.
• Created more than 100 pages of instructions and SOPs in Confluence. Coordinated process guidance with international management.
Training SupervisorJul 2020 - May 2023
EasyHaul - Hybrid
• Managed a team of 7 dispatchers and developed training programs for dispatchers and support agents.
• Assigned responsibilities and monitored team’s progress.
• Implemented operational changes, monitored service standards and handled domestic and international client escalations.
• Worked with developers to improve the internal ACP system and resolve operational issues.
Technical Customer Support RepresentativeNov 2017 - Apr 2019
Squad Ukraine - Kyiv
• Provided L1 technical support for Ring devices by email and chat. Diagnosed issues using the Admin Panel, mentored new hires and proofread customer communication.
Customer Support RepresentativeJun 2016 - Jun 2017
Helpware Tech - Kyiv
• Supported customers by chat, phone, email and tickets. Handled escalations and resolved customer issues.
Teaching Experience
Independent English TutorPresent
Freelance
• Provide individual English lessons and create practice materials tailored to learner goals. Focus on speaking, grammar and practical communication.
English TutorMay 2024 - May 2025
BUKI - Freelance
• Taught adults online with a focus on business English and conversation. Adapted lesson plans based on student progress.
Education
Zhytomyr Ivan Franko State University2007 - 2012
Bachelor's and Specialist degrees in Foreign Languages, Literatures and Linguistics
Qualification: Philologist and English and German language interpreter
Selected Certifications
AI Toolkit For Routine AutomationOct 2026
Genesis Tech
Agile Project ManagementNov 2024
University of Colorado Boulder
Project Planning and ExecutionOct 2024
University of Colorado Boulder