Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/7886845/

Work experience

Head of customer support

from 08.2024 to 07.2026 (2 years)
Oben Club, Київ (Приватні особи)

Built and led a 12-person team of personal concierge managers,
delivering premium, 24/7 service to a portfolio of around 20 high-
net-worth VIP clients.
• Designed the team's service standards and operating procedures
from scratch, raising consistency and client satisfaction across the
portfolio.
• Personally handled escalations for the most demanding VIP
requests, maintaining a strong service record with no major client
losses.
• Orchestrated bespoke VIP travel, luxury accommodations, private
transfers, and exclusive global experiences, often on tight or last-
minute timelines.
• Built and maintained a vetted network of top-tier partners (hotels,
restaurants, event agencies, car rental services) to guarantee
seamless, white-glove client experiences worldwide.
• Engineered creative solutions for highly unusual requests — from
rare product sourcing to high-level event access — turning difficult
asks into delivered results.
• Owned CRM strategy and used ongoing client-need analysis to
continuously sharpen service quality and personalization.
• Cultivated and grew partnerships with leading global luxury brands,
hotels, and service providers.
• Mentored and upskilled concierge staff on communication,
prioritization, and client-handling, improving team performance and
consistency.
• Owned budget planning, cost optimization, and supplier
negotiations, keeping the service line

Customer success specialist

from 04.2022 to 06.2024 (2 years 3 months)
Workday, Київ (IT)

Served as senior point of contact for VIP accounts, handling 5–10
incoming client requests daily and maintaining a working queue of
around 60 open tickets at any given time.
• Investigated complex, often technical client issues end-to-end —
reproducing problems, filing bug tickets, and driving escalations
through Developer, QA, Product, and Integration teams to
resolution.
• Owned quoting and pricing workflows (CPQ), preparing client
surveys, quotes, and calculation sheets with consistent accuracy
under tight deadlines.
• Acted as the key liaison between clients and technical teams,
translating business needs into technical requirements and back
again.
• Prioritized and triaged a high volume of overlapping requests,
balancing urgent escalations from difficult cases against steady day-
to-day ticket flow.
• Diagnosed and resolved recurring customer issues through
structured troubleshooting, proactively coaching clients to reduce
repeat tickets.
• Managed a high-value account portfolio with a focus on long-term
retention, represented in daily internal calls and meetings.

Customer success specialist

from 09.2021 to 02.2022 (6 months)
TFM ELD, Київ (Транспорт, логістика)

Managed a portfolio of client accounts, building relationships that
translated into measurable retention and growth.
• Generated new business from existing and prospective customer
networks while tracking account and transaction status.
• Identified opportunities to improve sales performance and
recommended concrete actions to capture them.
• Resolved customer complaints to protect trust, acting as the primary
internal advocate for key accounts.
• Set and tracked account-level sales targets aligned with company
objectives, supported by seasonal product presentation

Head of Customer Support Department

from 08.2017 to 11.2021 (4 years 4 months)
UltimaTech, Киев (IT)

* Collaborated with cross-functional teams to achieve project goals in a timely and effective manner.

* Used excellent time management and project management skills to successfully oversee and manage projects from conception to completion.

* Oversaw visual display plans and managed teams creating those plans.

* Developed key project goals and worked collaboratively with teams to meet those goals.

* Worked with the overall mission of UltimaTech in mind and sought to effectively convey and promote the true UltimaTech products.

* Helped to oversee software transactions and solutions

* Processed international payments Managed multi-project teams

* Oversaw strategic goals and tactical decisions with weekly cross-functional meetings.

* Ensured quality assurance Managed external partners and service providers

* Recruited internal project teams and helped to develop more junior members.

* Evaluated project success.

*etc

Customer Support Manager

from 08.2017 to 04.2018 (9 months)
UltimaTech, Киев (IT)

* Provided customers with quality assistance through phone calls (call center), emails, and internet chats.

* Accurately verified information and updated information databases as necessary.

* Offered new services based on the needs of a customer.

* Discussed promotions, products, and anything pertaining to better and more satisfactory service for the customer.

* Showed a clear understanding of departments and their procedures.

* Redirected calls as needed and worked with my supervisor to address any outstanding issues or concerns.

* Continually sought to promote the mission and brand of the company by providing excellent customer service at any opportunity.

Руководитель Кастинг Отдела / Head of Casting Department

from 09.2014 to 05.2017 (2 years 9 months)
Телеканал СТБ, Киев (Media)

* Collaborated with directors and producers to determine a role's requirements (physical characteristics, experience, etc.)

* Prepared a casting budget with the help of accountants

* Supervised other staff (e.g. casting assistants)

* Adaptation and editing of scenarios

* Organized auditions and castings, short filming castings, shootings Interviewed participants and determined their suitability for the show

Education

Мариупольский Государственный Гуманитарный Университет

Фак-т Иностранных языков; Перевод " Английский и Новогреческий", Мариуполь
Higher, from 2005 to 2009 (4 years)

Knowledge and skills

• Adobe Photoshop
• Miro
• Banking programs
• Web design
• Translation
• Strategic thinking
• Комунікабельність
• Організованість
• Здатність до навчання
• Робота із запереченнями
• Ведення CRM
• Продаж B2B
• Уважність

Language proficiencies

• English — fluent
• Ukrainian — fluent