Олена

Olena [open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)

Zaitseva [open contact info](look above in the "contact info" section)

Customer Support Team Leader with 8 years of experience in Customer Service. Experienced in
building support departments from scratch, improving support operations, creating Knowledge
Bases, implementing QA systems, and optimizing customer experience. Strong background in B2B
and B2C support, process improvement, automation, CRM optimization, onboarding, and cross-
functional collaboration.

SKILLS
 English — C1 eDesk • HubSpot • Zendesk • Intercom •
Freshchat • Shopify • Amazon Seller
 Italian — B2 Central • Walmart Marketplace • Jira •
 Ukrainian, Russian — Native Confluence • ClickUp • Notion • Google
Workspace • Microsoft Excel

CUSTOMER SUPPORT LEADERSHIP
Team Management • Support Operations • Customer Experience • Quality Assurance •
Customer Success • Coaching • Performance Reviews • KPI Management • Workforce Planning •
Hiring • Onboarding

CUSTOMER SUPPORT & OPERATIONS
Knowledge Base • SOP Creation • Help Center • CRM Administration • Ticket Quality Reviews •
Process Improvement • Automation • Chatbots • Workflow Optimization • Escalation
Management • Cross-functional Collaboration

EXPERIENCE
JANUARY 2026 – PRESENT
Customer Support Team Leader / UDC Parts
● Lead Customer Support for both B2B and B2C customers
● Build the Support department strategy and opera onal processes
● Create internal documenta on and Knowledge Base from scratch
● Configure and op mize eDesk, Amazon, Shopify, and Walmart integra ons
● Develop Quality Assurance standards and conduct quality reviews
● Hold feedback sessions and coach team members
● Define KPIs and improve support performance
● Work closely with Logis cs, Marke ng, R&D, IT and Brand teams
● Par cipate in chatbot implementa on and support automa on

JANUARY 2025 – JANUARY 2026
Customer Support Team Leader / QPM
● Built the Customer Support department in a startup environment
● Created the Knowledge Base and internal documenta on from scratch
● Designed support workflows and opera onal processes
● Introduced automa ons and op mized CRM processes
● Built the support strategy for future growth
● Conducted product demos
● Par cipated in hiring, onboarding, and mentoring new team members
● Worked closely with Product, Marke ng and Development teams

SEPTEMBER 2024 – JANUARY 2025
Customer Integration & Support Lead/ Bubibo
● Managed B2B and B2C Customer Integra on & Support Team
● Developed integra on strategies for new customers
● Coordinated cross-functional collaboration with Development, Sales, and Marketing teams
● Created educa onal materials and internal Knowledge Base
● Established the Quality Control system
● Led customer educa on ini a ves
● Conducted product demos
● Communicated with customers, helping the team and se ng the standard
● Collected and analyzed customer feedback to improve products and service
● Built the Support team strategy according to business goals
● Defined and tracked KPIs
● Improved support and integra on processes

APRIL 2024 – SEPTEMBER 2024
Billing Support Team Leader/ Paycord
● Managed a team of 20 Billing Support Specialists
● Conducted performance reviews and regular 1:1 mee ngs
● Defined Billing Support strategy
● Built onboarding plans and training materials
● Reported team performance to leadership
● Op mized support workflows
● Created Knowledge Base and LMS materials
● Worked closely with other departments
● Set KPIs and monitored team performance
● Managed workload distribu on and scheduling
● Communicated with partners and stakeholders
ACHIEVEMENTS
● Expanded the team by 25%.
● Built the Knowledge Base from scratch.
● Established the Quality Assurance process.
● Created the Senior Billing Support Team.
● Reduced the support backlog by 70% within one month.

OCTOBER 2018 – APRIL 2023
Senior Customer Support Specialist/ Skylum Software
● Provided technical, billing, product, and account support
● Assisted customers before and a er purchase
● Managed social media support
● Created the Knowledge Base from scratch
● Implemented chatbot solu ons
● Collected feedback for CRM improvements
● Onboarded new employees and customers
● Monitored team performance
● Implemented chatbot for the team as my own ini a ve
● Worked with partners and enterprise customers
● Managed Trustpilot reviews and social media reputa on
● Reported bugs and collaborated with the QA team
● Reviewed support metrics and suggested process improvements
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ADDITIONAL EXPERIENCE
Part-time SMM Manager
NOVEMBER 2022 – FEBRUARY 2023

JULY 2017 – OCTOBER 2018
Customer Support Agent / Senior Customer Support Agent /
Livingston Research
● Supported customers via chat, email, phone, and cke ng system
● Worked with writers and customers
● Verified customer orders
● Onboarded new employees
● Worked on four different projects
● Improved customer and writer reten on

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