Лія

Liia Pazyinich
ACCOUNT SERVICE & CUSTOMER SUPPORT MANAGER

Kyiv, Ukraine • [open contact info](look above in the "contact info" section) • LinkedIn: l-pazyinich

PROFILE
Account Service & Support Manager with 2+ years of experience in B2B client management, partner
onboarding, and customer care for digital products. Skilled in prompt engineering and leveraging AI
platforms to automate support workflows, analyze user feedback, and optimize reporting. Proven
track record of conducting product presentations, training users, managing operational queries, and
translating customer feedback into actionable tasks for development teams using Jira. Skilled in
incident resolution, cross-functional communication, and process management.

WORK EXPERIENCE
VoicerHub

Account Service Manager | December 2024 – Present
● Partner Onboarding & Training: Conduct onboarding meetings, product demonstrations,
and training sessions for B2B clients to ensure smooth platform adoption and usage.
● Operational Support & Client Care: Manage full-cycle support for B2B clients, address
inquiries, resolve operational issues, and maintain high standards of customer satisfaction.
● Prompt Engineering & AI Automation: Apply prompt engineering techniques and utilize AI
platforms (Gemini, NotebookLM, Genspark, Gamma) to process user feedback, analyze
support trends, and automate workflow tasks.
● Requirements & Issue Tracking: Gather and formalize business requirements, collect client
feedback, and convert user insights into tasks and bug reports for the development team in
Jira.
● Issue & Ticket Management: Track open queries, prioritize incoming requests, and ensure
end-to-end resolution of reported technical and operational issues.
● Process Enhancement: Leverage digital tools and AI applications to optimize internal
reporting and streamline support workflows.

4service Group

Moderator-Analyst | May 2023 – November 2024
● Moderated research projects, conducted qualitative studies, and analyzed respondent
feedback.

● Prepared structured reports and actionable recommendations for commercial clients.
● Automated data processing and qualitative research analysis using digital analytical tools
and AI.

EDUCATION
Master of Social and Behavioral Sciences (Sociology)

Zaporizhzhia National University | Sep 2020 – Dec 2022

Bachelor of Sociology

Zaporizhzhia National University | Sep 2016 – Jun 2020

COURSES & CERTIFICATIONS
● Project Management (Cloudy) | Feb 2024 – Dec 2024
● PM Day 2024
● Google Digital Workshop: Fundamentals of Digital Marketing | Apr 2023

SKILLS & TOOLS
● Core Competencies: B2B & B2C Support, Partner Onboarding, Customer Care, Prompt
Engineering, AI Process Automation, Requirements Gathering, Bug Reporting, Issue
Resolution
● AI & Productivity Tools: Gemini AI, NotebookLM, Genspark, Gamma, Jira, Confluence, Trello,
Worksection, Notion, Miro, MS Office, Google Sheets / Tables
● Languages: Ukrainian (Native), English (B1 Intermediate)