Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/4803387/

Work experience

Career break

from 12.2025 to 05.2026 (6 months)
Relocation

У зв’язку з новою бізнес-можливістю мого партнера ми ухвалили рішення переїхати до Азії. Після переїзду я взяла час на адаптацію, переосмислення подальшого професійного напряму та навчання у сфері product marketing. Наразі активно шукаю нові професійні можливості.

Customer Success Enablement Manager

from 06.2025 to 12.2025 (7 months)
Navigator Global (Dentsu + Santander), Дистанційно (IT)

• Built a 26-article Knowledge Base and 8-article FAQ in Stonly from zero, giving customers self-serve answers and reducing
dependency on 1:1 onboarding calls.
• Created process manuals and documentation across Zuora, Jira, Dow Jones and Salesforce, plus escalation paths in
Confluence, aligning Customer Success, Product, Marketing and Compliance on a single operating process.
• Designed a 4-week onboarding and enablement program covering product, compliance and international trade
workflows, getting new hires to demo readiness by week two, the fastest ramp result the team had seen.
• Trained and prepared a team of 3 new hires for client support ahead of launch, contributing to hiring interviews and
building the onboarding structure from scratch.
• Ran adverse media and sanctions screening (Dow Jones, D&B) for 100+ SMEs, partnering with Compliance to validate
onboarding outcomes and unblock eligible businesses.

Customer Success & Account Management Specialist

from 06.2022 to 05.2025 (3 years)
Амадеус Украина, иностранное предприятие, Дистанційно (IT)

• Owned end-to-end relationships for 10+ premium hospitality accounts, including Wyndham Hotels & Resorts, Flemings,
Village Hotels, Penta Hotels, Originals Hotels and Five Palm Hotels.
• Turned around a premium account with 75% product suite adoption after an onboarding gap put it at risk of cancellation,
running daily calls and coordinating product and support teams until the client was fully retained.
• Acted as the voice of the customer in product testing, feeding direct feedback into the roadmap, and delivered product
demos to CEOs of partner hotel brands, bridging Product, Customer Success and Sales.
• Rebuilt client onboarding around structured training and product guidance, cutting repeat support queries by 15% across
the portfolio.
• Owned and resolved 90% of complex client issues without escalation, earning a 10-star review for ownership and
proactive communication on a previously dissatisfied account.

IT Operations / NOC Specialist

from 10.2018 to 12.2023 (5 years 3 months)
NAVBLUE, Дистанційно (IT)

• Provided technical support for Raido, an aircraft and crew management system, monitoring performance, managing APIs
and handling critical system reboots across daily operations.
• Prevented the crash of 4 client servers during a critical incident by managing CPU load and executing a full system reboot
in a specific sequence, avoiding service disruption and potential IATA fines.
• Contributed to a usability redesign of the Raido system based on recurring client concerns, cutting support tickets by 15%.
• Reduced the need for escalations by independently troubleshooting daily technical issues, including script errors and
integration problems, while keeping clients informed by email and phone throughout each incident.

Customer support specialist

from 02.2016 to 10.2018 (2 years 9 months)
Upclick (an Avanquest company), Дистанційно (IT)

• Achieved a 98% issue resolution rate, delivering fast and effective support.
• Converted roughly 1 in 5 supported customers from free to paid by spotting upgrade moments and upselling premium
features like e-signature and advanced editing.
• Mentored 5 new hires through onboarding, cutting their ramp time by 10%.

Education

Харьковский национальный университет им. Каразина

Иностранных языков, Харьков
Unfinished higher, from 2014 to 2018 (4 years)

Кафедра английской и французской филологии и литературы.

Additional education and certificates

(Marketing Strategy, Digital Marketing, Social Media Marketing, SEM, Email Marketing) — International Marketing Business Academy

1 year (2024 – 2025)

Certificate, Web Design and Markup (HTML, CSS, JavaScript) — Easycode IT School

6 months (2019)

Knowledge and skills

• Пользователь ПК
• MS Office
• PDF

Language proficiencies

• English — advanced
• Ukrainian — fluent
• French — average
• Spanish — above average

Additional information

SELECTED ACHIEVEMENTS
• Built a Customer Success function from zero at a Dentsu and Santander backed startup: Salesforce configuration, a 26-
article Knowledge Base plus 8-article FAQ, and process manuals and escalation paths across Zuora, Jira, Dow Jones and
Salesforce.
• Turned around a premium hospitality account with 75% product suite adoption, preventing cancellation and earning a
10-star client review for the recovery.
• Acted as the voice of the customer through product testing and delivered demos directly to CEOs of partner companies,
bridging Product, Customer Success and Sales.
• Prevented 4 client server crashes during a critical aviation systems incident, avoiding service disruption and potential
IATA fines.
• Designed onboarding programs for both customers and new hires, getting new agents to demo readiness by week two,
the fastest ramp result the team had seen.