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Work experience

Team leader

from 01.2025 to 07.2025 (7 months)
CMTRADING, Remote (IT)

Promoted within 3 months for surpassing performance benchmarks and delivering consistent KPI growth.

Improved team sales productivity by 15% through structured coaching, KPI monitoring, and workflow refinement.

Increased client engagement by 25% via educational sessions, targeted communication, and account nurturing.

Reduced customer churn by 12% by implementing a proactive retention strategy and personalized onboarding.

Managed high-value portfolios, driving recurring revenue growth through strategic support and relationship management.

Delivered market insights and product guidance that improved customer decision-making and platform usage.

Chat manager

from 09.2024 to now (1 year 6 months)
Influence & Impact Coaching, Remote (Design)

Boosted lead-to-appointment conversions by 20% by optimizing chat qualification flows and improving response strategy.

Reduced average response time to under 2 minutes, increasing engagement and accelerating funnel movement.

Enhanced CRM data accuracy by 30%, strengthening pipeline visibility and improving follow-up consistency.

Increased daily qualified lead volume by 15–18% through proactive engagement and optimized chat funnel triggers.

Achieved a 90%+ consultation show-up rate by implementing automated reminders and personalized follow-ups.

Supported backend operations, including inbox management, scheduling, analytics tracking, and documentation.

Customer support representative

from 02.2023 to 11.2024 (1 year 10 months)
Market Trends Education, Remote (IT)

Managed 40–60 inbound/outbound calls daily, maintaining high empathy, clarity, and issue-resolution rates.

Reduced ticket backlog by 30% through efficient triage, documentation, and follow-up processes.

Raised customer satisfaction scores by resolving most inquiries within 24 hours and improving communication quality.

Processed customer data with 100% accuracy, ensuring clean reporting and reliable analytics.

Strengthened user retention by delivering personalized support and proactive problem-solving across phone, chat, and email.

Sales manager

from 01.2022 to 03.2022 (3 months)
Arena, Remote (IT)

Increased new business revenue by 12% through targeted outreach, solution-based selling, and strong product presentations.

Boosted customer onboarding success by delivering clear instructions, follow-up support, and account guidance.

Enhanced pipeline activity by maintaining organized sales records, payment updates, and lead follow-up tracking.

Education

Sumy state university

Management and economics, Sumy
Higher, from 2019 to 2023 (4 years)

Additional education and certificates

Advocacy training

2020, 2days

Knowledge and skills

• Adaptability
• Communinication
• Attentiveness
• Making outgoing calls

Language proficiencies

English — fluent

Additional information

Portfolio; https://www.canva.com/design/DAG5CrH8h20/bdg0RSQgoPqMqcwUXIny2Q/edit?ui=e30