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Work experience

HR manager

from 09.2024 to now (1 year 10 months)
Joro Services, Other countries (IT)

Manage internal HR operations including onboarding, contracts coordination.
• Advise leadership on employee relations compliance, and operational HR matters
• Support recruitment, contractor onboarding, and internal people processes

HR/Administrator

from 03.2023 to 07.2024 (1 year 5 months)
Firstcare4u, Other countries (Medicine, pharmacy)

Managed end-to-end recruitment, onboarding and training for a growing care workforce.
- Maintained HR records, supported employee relations and ensured compliance with healthcare
workforce standards.

Customer service manager

from 06.2021 to 08.2022 (1 year 3 months)
Myle Technologies, Kyiv (Transportation and logistics)

•Addressing problems and requests, providing information and solutions.
•Handling emergency and non-emergency calls, recording essential details.
•Entering data into computer systems and maintaining call logs and records.
•Proactively identifying and resolving issues.
•Coordinating schedules efficiently.
•Providing reports to upper management.
•Tracking and updating call logs and data using software programs.
•Managing communications with assigned territories.

Customer service manager

from 10.2019 to 05.2021 (1 year 8 months)
Beyond Cloud Solutions, Other countries (Telecommunications and networking)

Owned onboarding, adoption, renewals and retention for a portfolio of small and mid-market SaaS
clients.
- Ran regular cadence calls, QBRs and account health checks; maintained clear success plans with
agreed next steps.
- Delivered product training and built self-serve resources that measurably cut inbound support tickets.
- Tracked NPS, CSAT and account health data; presented concise progress reports to senior
stakeholders.
- Managed escalations through to root cause resolution, preventing repeat issues and protecting revenue.

Customer service manager

from 05.2018 to 09.2019 (1 year 5 months)
Safecomplex, Other countries (Transportation and logistics)

- Guided new clients through sign-up, account setup and time-to-first-value.
- Resolved multi-channel queries and complaints promptly, protecting customer loyalty and revenue.
- Logged CRM data, identified recurring trends and proposed fixes that improved first contact resolution
rates.
- Created how-to guides and saved replies that reduced average handling time across the support team.

Customer service manager

from 05.2016 to 04.2018 (2 years)
Avant-garde Management Service, Other countries (Medicine, pharmacy)

First-line support for urgent and high-stakes calls; kept clients calm and followed structured escalation
paths.
- Maintained accurate call records and followed up on every case to ensure full resolution.
- Shared call insight and trend data that improved scripts, handover processes and SLA performance.

Education

Ternopil National Medical University

Nursing, Ternopil
Unfinished higher, from 2020 to 2022 (2 years)

Ekiti State University

Microbiology, Ekiti
Higher, from 2010 to 2017 (7 years)

Knowledge and skills

• MS Office
• Telephony
• Avaya
• Attentiveness
• Conducting online chats
• Ability to work in multitasking mode
• Fast typing
• Receiving incoming calls
• Management of CRM
• The first line of support
• Second line of support
• Jira
• Salesforce user
• SQL
• JavaScript
• Slack
• Communicability
• Zendesk
• Figma
• MySQL
• User Bitrix24
• Customer orientation

Language proficiencies

English — fluent