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Work experience

CRM Manager / Retention & Conversion Teams Manager

from 07.2023 to 07.2026 (3 years)
Fintech Company | Remote, Дистанційно (Фінанси, банки, страхування)

- Managed daily CRM and payment operations, including deposits, PSP and affiliate reconciliation, refunds, recalls, and related financial workflows.
- Supported German retention and conversion teams, advised agents, and improved internal processes and operational performance.
- Monitored company income, calculated revenue and salaries, and prepared contracts, invoices, reports, and internal procedures.
- Evaluated and cascaded PSPs according to operational and performance criteria.
- Coordinated with product, development, finance, compliance, support, PSPs, merchants, banks, clients, and back-office teams.
- Supervised two assistants and delegated operational tasks to maintain accuracy and continuity.

Customer Support Manager / QA

from 07.2022 to 08.2023 (1 year 2 months)
Develux, Дистанційно (Освіта, наука)

- Resolved customer enquiries and billing-related issues across multiple communication channels.
- Reviewed agent conversations for quality, accuracy, and compliance with internal standards.
- Delivered structured feedback and supported consistent service performance.

Billing & CRM Manager / Desk Manager

from 06.2022 to 06.2024 (2 years)
IFX | Cyprus, Дистанційно (Фінанси, банки, страхування)

- Managed billing and CRM operations for German and French desks.
- Processed deposits, prepared financial reports, and monitored transaction accuracy.
- Maintained client-account data and supported agents with day-to-day billing and CRM issues.

Compliance Officer / Support Manager

from 09.2020 to 09.2022 (2 years)
Black Side, Київ (IT)

- Supported compliance and customer-service operations in a fast-paced environment.
- Maintained service standards and contributed to customer retention.
- Received the “Friendliest Customer Service Manager” award in 2021.

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

CRM and operations specialist with experience in billing, payment workflows, reconciliation, refunds, reporting, and data accuracy. Skilled in managing CRM processes, supporting operational teams, coordinating with PSPs and internal departments, and improving day-to-day workflows. Reliable, analytical, and comfortable working independently in fast-paced remote environments.