Contact information

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Work experience

Project Manager & Business Assistant

from 11.2024 to now (9 months)
NDA, Інші країни (Послуги для населення та бізнесу)

- Provide administrative and organizational support to the manager -> ensuring the smooth running of day-to-day operations
- Research and source contractors (designers, lawyers) -> closed business needs
- Oversee the hiring process -> conducted 1-stage interviews for sales managers;
- Yelp Autoresponder Project -> full client setup and support
- Handle invoicing issues related to third-party clients, including violations and payment postponements
- Worked with SmartMoving, SE Ranking, SEMrush -> improved significant KPIs within operations and marketing departments

Account Manager

from 03.2024 to 11.2024 (8 months)
Paycord, Інші країни (IT)

- Foster, maintain, and strengthen client relationships -> led a Portfolio of 10 Accounts, including three high-value accounts with daily transaction volumes 1-5M
- Resolve all legal matters -> ensured NDA and contract signed for both parties as well as invoices provided regularly
- Develop solutions to client requirements & monitor all KPIs -> achieved 30% and 40% income growth for two accounts by recommending better solutions for customers' growth
- Risk Prevention -> successfully prevented a $10K loss for one account by proactively identifying and addressing potential risks.

Project Manager

from 10.2023 to 04.2024 (6 months)
Murka Games, Дніпро (IT)

- Arranging the launch of all live-ops -> monthly launch of ≈200 projects
- Managing the team of 17 people -> with a 95% on-time completion rate of planned sprint
- Hosting all the meetings, such as daily stand-ups, 1:1, Retrospective & managing the team's working agenda
- Created the estimates agenda for the tasks -> resulted in a 15% increase in task completion rate
- Planned the whole sprint with Gaant chart -> improved team efficiency by 20% through better workload allocation

Technical support specialist

from 01.2022 to 10.2023 (1 year 9 months)
Murka Games, Київ (IT)

- Consulting on product-related questions -> kept the average 94% score of technical and product knowledge
- Providing high-quality service and issue resolution -> with an average result of 98% based on the KPI assessment
- Extracting events using BigQuery to analyze them and find inconsistencies during the gameplay -> with a 90% resolution rate within the first touch
- Performing a full cycle onboarding of the new team members -> Trained 1 colleague and 1 VIP manager -> both have successfully worked for 2+ years
- Participating in the creation of the workflow for collaborating with VIP users -> helped to launch the VIP program to increase revenue
- Implementing automations in HelpShift -> reduced workload for 10%
- Conducting online educational lectures -> increased IT literacy within the team

Project Assistant (remotely)

from 09.2020 to 06.2021 (9 months)
Stroller AB, Дистанційно (IT)

- Supporting and filling up databases in admin -> added a vast volume of articles (200+) to the app;
- Developing minor scripts using Python -> automated the routine operations
- Content planning & creation
- Extended the Food Recommendation tool -> added info from the Swedish Food Agency to help women shape their diet during the pregnancy and breastfeeding period
- Helped with implementation and content for a new baby-names tool -> added popular names for more than 10 countries (both boys and girls) for the last 10 years, and performed the first-stage manual test

Consulting Manager

from 05.2018 to 10.2018 (5 months)
Favor IT, Київ (IT)

- Representation of the product division for American and European customers through emails and calls (mostly calls)
- Confirming the final orders using CRM and tracking the delivery process
- Performing upsells to increase revenue
- Creating reports on the most common issues (based on feedback from customers) and providing possible solutions to management

Education

National University of "Kyiv-Mohyla Academy"

Faculty of Informatics, Computer science and Information technologies, Kyiv
Higher, from 2016 to 2020 (4 years)

Additional education and certificates

Таргетолог з нуля (Facebook Ads), курс Валерії Тернової

2021, 2 місяці

Basics of Trading (cryptocurrency market)

2021, 7-day marathon

Resolving Conflicts (by Savvy)

2022, 2-day workshop

Knowledge and skills

• SQL
• Facebook Ads Manager
• Canva
• Adobe Photoshop
• Figma
• Project management
• Sales management
• HubSpot
• Ведення KeyCRM
• HelpShift
• CallRail
• Yelp
• BigQuery
• Jira
• Trello
• Monday
• Airtable
• Notion
• Confluence
• SE Ranking
• SEMrush
• Комунікабельність

Language proficiencies

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

Additional information

Customer Service Manager & Account Manager with over 4 years of international experience across IT, fintech, gamedev, and healthcare industries.
I specialize in operations, project and team management; building and maintaining client relations (both B2B & B2C). Efficient at building strong cross-functional collaboration, optimizing processes, and ensuring smooth day-to-day execution. I thrive in a fast-paced, people-driven environment, and I am motivated by meaningful products, synergy in the team, and long-term relationships with clients and colleagues.

Current location - Warsaw (Wola), Poland. Ready for relocation & constant business trips.