Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/5181361/

Work experience

Product Support Supervisor

from 08.2020 to now (6 years 2 months)
BetterMe, Луцьк (IT)

- Achieved 15% increase in customer satisfaction and 10% boost in efficiency by reengineering support processes.
- Supervised a team of 8, improving CSAT by 20% and reducing critical bug reports by 30%.
- Led peer-to-peer coaching program, accelerating onboarding and reducing project delivery time by 15%.
- Collaborated with product teams, influencing 3 new features based on customer insights.

Sales manager

from 09.2019 to 10.2020 (1 year 2 months)
Clario Tech (ZoomSupport by Kromtech), Луцьк (IT)

- Managed full-cycle B2C sales, increasing conversion rate by 30% and onboarding 5 long-term corporate clients.
- Maintained 95% client retention through tailored solutions and proactive relationship management.
- Trained and mentored 3 junior sales specialists, reducing average sales cycle by 15%.

VIP Account Management Intern

from 01.2019 to 06.2019 (6 months)
Alpha Project (iGaming), Луцьк (IT)

- Assisted senior account managers in supporting VIP clients, contributing to onboarding of 6 new VIP players.
- Conducted feedback surveys that improved retention strategies (+12%).
- Shadowed managers during negotiations, gaining experience in VIP relationship management.

Support manager

from 04.2018 to 09.2019 (1 year 6 months)
Clario Tech (ZoomSupport by Kromtech), Луцьк (IT)

- Created training manuals, improving first-call resolution by 15%.
- Spearheaded a new 'voice of the customer' program to gather feedback from escalated issues, leading to findings to fix the three biggest causes of customer dissatisfaction.

Sales manager

from 03.2017 to 06.2017 (4 months)
Best Lawn Company, Дистанційно (Послуги для населення та бізнесу)

- Managed full-cycle B2C sales processes, achieving a 25% increase in quarterly revenue through strategic prospecting and relationship-building with 20+ mid-size clients.
- Developed and implemented personalized sales strategies, resulting in a 30% conversion rate growth and onboarding of 5 long-term corporate clients.

Репетитор з англійської мови

from 03.2017 to 02.2018 (1 year)
Репетитор з англійської мови, Луцьк (Освіта, наука)

- Delivered personalized lessons, boosting engagement by 40% and improving homework completion by 25%.

Education

Східноєвропейський національний університет імені Лесі Українки

Прикладна Лінгвістика, Луцьк
Higher, from 2015 to 2021 (6 years)

Master's Degree in Applied Linguistics

Completed courses in various fields such as political linguistics, computer linguistics, AI systems, Data Security and more.

Additional education and certificates

Non-violent communication

2018

Angry Customer Management

2018

Work with Salesforce

2018-2019

Build your Sale

2019

How to build a raport with a customer.

2019

Knowledge and skills

• MS Office
• Windows
• CRM
• Google Docs
• HTML
• MacOS
• Google
• Операційні системи
• IOS
• PHP
• Програмування
• Zendesk
• Salesforce
• SolidGate
• Висока працездатність
• Здатність до навчання
• Робота із запереченнями
• Комунікабельність
• Управлінські навички

Language proficiencies

• English — advanced
• Ukrainian — fluent
• Polish — average
• German — beginner

Additional information

Skills
- Account Management: VIP Client Relations, Retention Strategies, Upselling, Risk Management, Stakeholder Communication
- Sales & CRM Tools: Salesforce, Zendesk, SolidGate, Jira, Trello
- Process & Analysis: Process Optimization, Workflow Automation, Efficiency Analysis, Reporting, Customer Satisfaction Surveys
- IT Systems: Windows, Linux, MacOS, iOS, Google Cloud Platform, AWS, Excel
- Languages: English (Fluent), Ukrainian (Fluent), Polish (Pre-Intermediate)