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Work experience

Head of customer support

from 07.2025 to 11.2025 (5 months)
USCC, Київ (Неприбуткові, благодійні та громадські організації)

Creation, scaling and automation of the call center (strategy development, infrastructure provision).
Recruitment of personnel (with the participation of a sociologist) and ensuring the effective work of the department.
Organization and full-fledged conduct of SATI surveys.
Search and processing of databases of potential candidates for military service based on the results of sociological research.
Data quality control and process optimization.
Control of the results of the department's work and generation of reports.
Effective cooperation with sociologists and analysts.

Продукт-менеджер

from 03.2025 to 07.2025 (5 months)
Осстем, ТОВ, Київ (Легка промисловість)

Development and adaptation of information and training manuals on the product;
Preparation of the program and conducting training courses on the product for the sales team and other company employees;
Consulting clients on the product company
Participation in developing a strategy for promoting products on the Ukrainian market;
Participation in organizing and conducting various marketing events.

Head of Customer Support

from 11.2023 to 08.2024 (10 months)
iOne group, Київ (Роздрібна торгівля)

Organization of work processes in the brand's support department.
Creation/coordination of new tools/products for the improvement/optimization of the brand's support department as a whole.

Sales Trainer

from 05.2022 to 07.2023 (1 year 3 months)
SUPPORT.UA, Київ (Послуги для населення та бізнесу)

Conducting skills gap analyses, preparing learning material and evaluating results after each training session.
Worked closely with salespeople to identify challenges they face on-the-job and recommend ways to increase productivity.

Achievement:
1. I successfully developed and adapted training materials for the company's products and testing, taking into account the specifics of cooperation with various partners and the needs of online/offline training formats. I achieved consistently high results of requests for the company's products among employees of online stores and retail stores of partners.
2. I developed and implemented motivational training with adapted materials on sales techniques and working with objections among employees of online stores, retail stores of partners and customer support team.
3. I developed a plan for the introduction of company employees and took into account the needs of each department, I successfully onboarded employees of different departments "from scratch".

Project-менеджер

from 12.2021 to 07.2023 (1 year 8 months)
SUPPORT.UA, Київ (Послуги для населення та бізнесу)

Responsible for planning and overseeing projects to ensure they are completed in a timely fashion and within budget for several mobile apps.
Successful experience of working in projects from the development stage up to release with further analysis of technical documentation, manual QA experience, communication with contractors and partners to achieve the goal on time and within the budget.

Achievement:
1. I joined the application and web resource development projects in the middle of the process, successfully dealt with all the details and supported, tested the products, communicated with partners and contractors until the launch. I collected and systematized project documentation, developed an information and technical base for the support team.

Marketing Team Member

from 07.2021 to 07.2023 (2 years)
SUPPORT.UA, Київ (Послуги для населення та бізнесу)

Online reputation management.
Development and implementation of online and offline training events.
CX research and CEM.
Social projects management.
Writing, editing and adaptating texts for various resources.
Script development and production of video projects.

Achievement:
1. Achieved regular feedback from customers and increased company ratings in social networks and on Gmaps to level 4.9. I provided high-quality personalized communication on all negative reviews, all problematic issues were resolved individually.
2. I conducted more than 30 online and offline training events on various topics for partners and clients of the company, the total number of participants is more than 600.
3. I developed and launched algorithms and scripts for work on social projects.
4. I successfully communicated with other departments of the company, designers and partners for regular publications on different platforms, taking into account different target audiences and different tones of voice.

Head of Customer Support

from 07.2015 to 07.2021 (6 years)
SUPPORT.UA, Київ (Послуги для населення та бізнесу)

Internal regulations, scripts, instructions development.
Control and evaluation of the quality of work of employees of the department.
Coaching sessions, personal and group trainings planning and conducting.
Participation in the recruitment, training and adaptation of employees.
Building and maintaining communications with related departments, partners, customers, contractors.
Periodic analytical reviews based on the results of the department development.

Customer Support Team Lead

from 01.2015 to 12.2015 (1 year)
Kyivstar Business, Київ (Телекомунікації, зв'язок)

Managing, leading, training and developing, motivating call centre staff to extend individual skills and achieve overall objectives.
Achievements:
1. I launched and implemented day-to-day inbound and outbound activity projects.
2. I received gratitude from the client of the CSI, NPS, project for the high quality of the work.
3. I received gratitude from the company for the effective management of the team during the quarter, the "Best Team of the Quarter" award.
4. I conducted effective training of team members, regular "Employee of the Month" and "Employee of the Quarter" awards.

Recruitment Ambassador

from 06.2013 to 03.2014 (10 months)
Kyivstar Business, Київ (Телекомунікації, зв'язок)

Leading role in recruiting activities and served as evangelists for business, company culture, and talent brand.

Education

Kyiv University of Law The National Academy of Sciences of Ukraine

Civil Law and process, Київ
Higher, from 2007 to 2010 (3 years)

Knowledge and skills

• Проведення презентацій
• Коучинг
• Проведення тренінгів
• Урегулювання конфліктів
• Проведення співбесід
• Мотив
• Проведення тренінгів з продажу
• MS Excel
• Canva
• Google Slides
• Управлінські навички

Language proficiencies

• English — advanced
• Ukrainian — fluent

Additional information

Personal qualities: positive, responsive