Olha

Contact information

The job seeker has entered a phone number, email and LinkedIn.

You can get this candidate's contact information from https://www.work.ua/resumes/2186290

Work experience

Content Manager

from 07.2021 to now (2 years 11 months)
Organic Soft, Дистанційно (IT)

Key responsibilities:
- Creating guides for users on various diets (vegan, vegetarian, keto, intermittent fasting)
- Creating landing pages for a nutrition app (vegan, vegetarian, intermittent fasting, keto, etc.)
- Creating workout plans for a fitness app
- Analyzing user requests related to content and searching for optimal solutions in terms of their priority, implementation time and material resources of the company
- Filling the application with recipes and other content on nutrition
- Creating and constantly updating the FAQ
- Writing posts for the company's Instagram
Achievements:
- Keto, vegan, and intermittent fasting guides that I created brought +23% revenue after the company started selling them
- 74% of customers who used at least one of my guides left positive reviews (4-5 stars) via internal customer support channels and in the App Store
- Posts that I wrote for the company’s Instagram increased the engagement rate by 13%
- Landing pages that I developed promoted subscription sales growth by 18%

Customer Support Manager

from 03.2020 to 04.2021 (1 year 1 month)
Organic Soft, Дистанційно (IT)

Key responsibilities:
- Overall performance of the customer support
- Introducing a statistical system for calculating customer inquiries
- Analysing and summarising customer feedback, searching for solutions to prevent their issues
- Preparing reports
- Processing refunds and cancellations
- Optimizing customer support flow and processes
- Solving extraordinary client issues
- Onboarding new team members, training them and evaluating their performance
Achievements:
- 20% more positive reviews from customers in App Store referring to helpful customer support
- The statistical system I developed helps the team easily access the required inquiry if needed and provides logic and structure when working with new tickets, thus speeding up the support process
- I created a database of templates with visual instructions considering common customer requests and bug reports that are still used by the support team and help them assist customers in the most sufficient way

Editor of academic papers

from 12.2016 to 01.2020 (3 years 1 month)
Jobs for Editors, Дистанційно (Academic assistance services)

Key responsibilities:
- Сorrecting mistakes of all difficulty levels
- Providing detailed feedback to writers
- Evaluating the papers, influencing freelancers' ranking in the company
- Making sure that writers meet deadlines
- Mentoring them to achieve the required quality of papers
- Providing reviews of their work with comprehensive comments
- Guiding writers' onboarding process
Achievements:
- During the last year at this job, every month I receive an A quality evaluation of my performance by the company’s quality assurance team
- I have managed to build friendly yet professional relationships with writers despite me being in a "teacher" position

Freelance translator

from 02.2014 to 11.2016 (2 years 9 months)
Translate Studio, Дистанційно (Written and oral translations)

Key responsibilities:
- Translating from/to English in the areas of economics, business, law, personal and legal documentation, etc.
- Interpreting from/to English during business negotiations, contract finalization, interviews, etc.
Achievements:
- After 8 months of delivering quality translations, I was entrusted with reviewing and evaluating translations of newly hired freelancers

Education

Ivan Franko National University of Lviv

Journalism, Lviv
Higher, from 2012 to 2017 (4 years 9 months)

Taras Shevchenko National University of Kyiv

English Philology, Kyiv
Unfinished higher, from 2010 to 2012 (2 years)

Knowledge and skills

Language proficiencies

• Ukrainian — fluent
• Russian — fluent
• English — advanced

Additional information

2,5 years of experience in customer service and content management with a demonstrated history of working in the IT industry
I’m eager to contribute my expertise and relevant experience gained in the last 8 years of professional development to deliver creative, timely and germane solutions to achieve desired KPIs while maintaining a healthy work-life balance.

Excellent command of spoken and written English

I value kindness, understanding of personal boundaries, and individuality. I resent manipulative and toxic attitudes both in personal and work relations.

Miro, Slack, Notion, Amplitude, Figma, Hiver, Intercom, ClickUp, Stripe, PayPal, ChargeDesk