Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/9609074/

Work experience

Support Billing Lead

from 04.2025 to 07.2026 (1 year 4 months)
Uniwell, Дистанційно (IT)

Designed an automated Failed Refund workflow, integrating error-code detection, ticket re-opening logic, and auto-triggered user emails via Zendesk — eliminating manual status tracking and reducing agent involvement to only cases requiring human judgment, saving hundreds of hours of manual work for support agents.

Designed an automated chargeback evidence system, mapping Amplitude and Customer.io data to Visa/Mastercard/Amex reason codes for automated representment; partnered with engineering to implement it — projecting $220–320K in annual savings by raising win rates on the highest-volume fraud and subscription dispute codes.

Built out the team's A/B testing pipeline — created the tracking spreadsheet, standardized test-launch template, and testing process — and personally ran ~6 A/B tests on retention and risk-segment offers, several of which drove measurable revenue gains in the hundreds of thousands.

Redesigned the billing support ticket workflow, implementing a unified queue view that eliminated manual ticket distribution and cherry-picking — saving an estimated 336 hours/year for the team.

Scoped automation for physical letters processing (338 requests/month at 7–10 min each), projecting 47+ work hours/month in savings.

Designed and implemented automated follow-up reminders for users who dropped off mid-conversation with support, driving Drop-off rate down from 50–60% to 32%.

Led competitor benchmarking on refund/cancellation flows - organized the full research process and built a structured documentation template, then purchased and analyzed subscriptions across top fitness apps to document flow design and identify improvement opportunities.

Managed a support organization of 80+ billing specialists across 4 team leads and 8 shift leads.

Dispute Resolution Team Lead

from 10.2024 to 03.2025 (6 months)
Uniwell, Дистанційно (IT)

Reduced operational overload by 40% by implementing an API integration from the payment admin system to Google Sheets, eliminating manual data handling.

Developed credit card representments resulting in 32% win-rate.

Managed a team of dispute specialists (12–20 employees), overseeing day-to-day operations and performance.

Created playbooks and knowledge base for dispute specialists.

Head of Customer Support and Affiliate department

from 05.2023 to 05.2024 (1 year)
ExpoPromoter, Дистанційно (IT)

Migrated the support team from email to CRM, writing scripts, configuring automation, and training the team on HubSpot workflows.

Built the onboarding program for new affiliates, covering process, tools, and expectations from day one.

Drove affiliate acquisition in the international exhibitions space via LinkedIn, automating outreach with LeadConnect.

Designed a performance evaluation system for the support team.

Built, hired, and managed an outstaffed cold-calling team targeting users with potential interest in attending international exhibitions.

Wrote and ran several email campaigns that generated thousands of dollars in revenue through exhibition registrations.

Billing Support Team Lead

from 05.2020 to 12.2022 (2 years 8 months)
BetterMe Limited, Луцьк (IT)

Designed agent workflows for phone support and implemented the telephony setup + reputation monitoring, achieving 88% CSAT on calls.

Developed and iterated refund/retention communication flows through systematic testing of approaches, including personalized offers — team preserved $6M+ over 3 years.

Built the billing support function from zero: hired 4 supervisors and scaled the team to 40 billing specialists.

Built a cross-functional workflow with Legal and Product, establishing an SLA where all legal-sensitive cases were resolved within 8 hours.

Billing support agent

from 01.2019 to 08.2020 (1 year 8 months)
Clario, Луцьк (IT)

Provided customer support via email, chat, and calls; answered billing questions and persuaded customers to stay with the company when they were considering a refund.

Managed a team of 3, helped with edge cases, provided feedback, and onboarded new hires.

Dozen of times recieved a top-saving representative award.

Billing support agent

from 11.2016 to 11.2019 (3 years)
ZoomSupport, Луцьк (IT)

Provided customer support via email, chat, and calls; answered billing questions and persuaded customers to stay with the company when they were considering a refund.

Managed a team of 3, helped with edge cases, provided feedback, and onboarded new hires.

Dozen of times recieved a top-saving representative award.

Support specialist

from 11.2015 to 11.2016 (1 year)
ZoomSupport, Луцьк (IT)

Technical support role. Resolving customers' requests via email, chat, calls, and remote sessions.

Received a honorable "best customer support representative" award on the second month of the onbarding.

Education

PWSZ

English Philology, Львів
Unfinished higher, from 2010 to 2014 (4 years)

Additional education and certificates

A/B+testing

2026
Certificate

Knowledge and skills

• Управління командою
• Урегулювання конфліктів
• Zendesk
• PayPal disputes
• Salesforce
• Перша лінія підтримки
• Базове знання SQL
• Базове знання Python
• Клієнтоорієнтованість
• Оформлення повернень
• Управлінські навички
• Навчання персоналу
• Організація навчального процесу
• Телефонія
• Робота із запереченнями
• Впровадження системи KPI

Language proficiencies

• English — advanced
• Polish — average