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Work experience

Payment processing manager

from 11.2024 to 11.2025 (1 year)
WWM AGENCY, Дистанційно (IT)

Achievements:
Coordinated with product & dev teams to integrate payment solutions, increasing transaction success rate by 22%.
Optimized payout and deposit flows, reducing processing delays by 35% and strengthening multi-currency infrastructure.
Led full onboarding cycles: documentation, compliance reviews, technical testing, contract alignment, and go-live.

Billing specialist

from 10.2022 to 09.2024 (2 years)
IFX, Дистанційно (IT)

Achievements:
Streamlined deposit processing, managing 30+ financial reports daily to enhance accuracy and transparency.
Oversaw 90% of all company transactions, ensuring full operational control and error-free execution.
Led all billing operations for the DE and FR desks, supporting agents and improving workflow efficiency.
Managed and maintained 3,000+ active client accounts.

QA / Customer support

from 01.2022 to 12.2023 (2 years)
DEVELUX, Дистанційно (IT)

Achievements:
Delivered swift support and resolutions.
Efficiently investigated and resolved billing discrepancies.
Conducted in-depth QA checks of agent chats, delivering clear performance reviews and raising overall service standards.
Consistently met and exceeded KPIs, driving customer satisfaction and loyalty.

Customer Success Manager

from 12.2021 to 12.2022 (1 year)
Moona, Дистанційно (Приватні особи)

Achievements:
Provided quick support and solutions to customers, reaching a steady 90% CSAT score.
Conducted timely performance reviews and addressed any productivity or performance issues.

Compliance officer / Support manager

from 09.2020 to 05.2022 (1 year 9 months)
Black Side, Київ (Фінанси, банки, страхування)

Achievements:
Earned the “Friendliest Customer Service Manager” award of 2021. Maintained customer retention rate 30% above the company average.

English Interpreter (remote)

from 10.2019 to 10.2020 (1 year)
Kharkiv Dream, Київ (Освіта, наука)

Achievements:
Worked as a freelance interpreter for 30+ clients in English and French.
Successfully translated over 40 complete projects, ranging from documents to entire websites

Assistant Director

from 03.2018 to 07.2019 (1 year 5 months)
Strada Star,, Київ (Автобізнес та автосервіс)

Achievements:
Tasked with saving time for all top-level executives.

Reporting Analyst

from 07.2017 to 09.2018 (1 year 3 months)
Raiffeisen Bank Aval, Львів (Фінанси, банки, страхування)

Achievements:
Managed 30 long-term customer relationships.
Boosted customer satisfaction ratings 30%.

Chief Customer Service Specialist

from 01.2016 to 04.2017 (1 year 4 months)
Advertising agency "Reklamin", Львів (Маркетинг, реклама, PR)

Achievements:
Assisted in training staff to provide clear, friendly, and accurate service to customers.
Handled customer questions and issues efficiently, ensuring they received quick and helpful support.

Education

Precarpathian University

Faculty of History, Politology and International Relations, Department of International Relations, Івано-Франківськ
Higher, from 2020 to 2022 (2 years)

The Dual Diploma Program participant.
GPA - 4.43 (ECTS scale).
Political analyst, Political scientist, Interpreter of English and French.

Lviv National University Ivan Franko

Department of International Relations and Diplomatic Service, Львів
Unfinished higher, from 2016 to 2020 (4 years)

Program Subject Area "International relations, social communication, and
regional studies".
GPA - 4.78 (ECTS scale). Expert in International Relations, Interpreter.

Additional education and certificates

English language courses, Tutor – Maslovska Victoria

2016 - 2017

Estonian language courses, Ivan Franko National University of Lviv

2017 - 2018

French language courses, Language school "Language Step"

2017 - 2018

Project participant AIESEC Global Volunteer, Pavia

2018

Trainee in the Department of Culture, Nationalities and Religions, Lviv Regional State Administration, Lviv

2018

"Caritas Ukraine", Lviv

2018

Kyiv Academy of Political Perspectives, Kyiv

2019

Trainee at the Honorary Consulate, Honorary Consulate of the Kingdom of the Netherlands, Lviv

2019

Blood donor, Project "I, Nina", Lviv, Kyiv

2019

"Action Diplomacy: Ukraine 2020", Kyiv

2020 - 2021

Ukrainian Students for Freedom, Kyiv

2020

Assistant to the First Vice-President of the Academy of Economic Sciences of Ukraine, Kyiv

2020

Knowledge and skills

• MS Excel
• MS Word
• MS PowerPoint
• CRM
• Slack
• Google Drive
• Zoom
• Google
• Computer literacy
• Google Meet
• Airtable
• Customer Service Skills
• Strong Communication Skills
• Multitasking Skills
• Customer Success
• Problem Solving Skills
• Translation skills
• Ability to analyze
• Organizational skills
• Стресостійкість
• Data management

Language proficiencies

• Ukrainian — fluent
• English — advanced
• French — average

References

Andriy Hrynchuk

Andriy Hrynchuk

Honorary Consul of the Kingdom of the Netherlands in Lviv

Additional information

Results-driven compliance and billing manager skilled in streamlining financial operations, enhancing billing accuracy, and leading teams to deliver
efficient, compliant, and customer focused processes.