Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/9148697/

Work experience

Customer Success Manager

from 03.2023 to now (3 years 9 months)
Clicktrip, Київ (IT)

Provided multi-channel customer support to international customers via chat, email, and phone, investigating and resolving issues related to reservations, payment processing, booking changes, and platform functionality.

Collected and documented customer information and case details using CRM and internal support systems in accordance with company procedures.

Managed escalations by coordinating with relevant departments and ensuring timely follow-up and resolution. Worked daily with Help Scout, Confluence, Slack, booking platforms, and internal tools to maintain efficient support operations.

Assisted VIP and recurring customers, maintaining a professional and empathetic approach in time-sensitive situations. Contributed to process improvement initiatives by sharing customer feedback with management and technical teams, while also supporting team onboarding and knowledge sharing to maintain consistent service quality standards.

Team leader

from 08.2020 to 03.2023 (2 years 8 months)
Royal Danish Navy, Дистанційно (Державні організації)

Supervised and coached a team of 14 specialists, ensuring operational efficiency, strong performance, and service excellence under pressure.

Led shift operations, managed schedules, and maintained operational continuity in high-stress and rapidly changing environments.

Developed and delivered training programs to help team members strengthen their skills, solve problems independently, and consistently meet quality standards.

Served as a key point of coordination between leadership and operational teams, facilitating smooth workflows and effective cross-team collaboration.

Demonstrated calm, structured decision-making under pressure, developing skills directly transferable to managing customer escalations and time-sensitive requests.