Yurii

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YURII
KOSHOVYI
Kiev, Kyiv City, Ukraine [відкрити контакти](див. вище в блоці «контактна інформація») [відкрити контакти](див. вище в блоці «контактна інформація») in/yurii-koshovyi-708b562a4/

SUMMARY
Results-driven Director of Customer Operations and Development with 7 years of experience in leading cross-departmental teams and driving exceptional customer
experiences. Strong in Fluent English and adept in team motivation, creative problem-solving, and business analysis. Skilled in developing and implementing Key
Performance Indicators to improve operational efficiency. Experienced in mentoring and fostering talent growth. Proficient in product roading map and adept at
aligning business objectives with customer needs. Seeking to leverage expertise in a leadership role to drive strategic growth and optimize customer satisfaction.

EXPERIENCE
Director of Customer • W8 Shipping Ukraine
Operations and Development • Lead and oversee the entire customer support team. That incluided setting strategic goals, ensuring customer
August 2021 - September 2023 satisfaction, and driving initiatives to enhance the overall customer experience.
• Aligned technical solutions with business objectives by actively engaging with clients to understand their
requirements, conducting thorough analysis, and proposing tailored solutions.
• Analyzing data to derive insights for business development. Identifying market trends, optimizing operational
processes, and driving initiatives to grow the business.
• Oversaw the implementation of a new customer relationship management (CRM) system, resulting in a
decrease response time and increase of customers awareness of any major updates.
• Developed and implemented customer service strategies that improved customer satisfaction by 20% and
reduced customer churn rate by 15%, resulting in increased customer retention and business growth.
• Streamlined manager training process by implementing interactive online modules resulting in a reduced
onboarding time.

Customer Service • W8 Shipping Ukraine | Kyiv, Ukraine
Representative • Ensure clear and concise communication with an average of 50 clients per day, regarding shipments,
January 2020 - August 2021 deliveries, and any inquiries that may have.
• Address and resolve customer issues promptly, collaborating with internal teams to find effective solutions,
resulting in a decreased shipment delivery time.
• Monitor and track shipments, providing real-time updates to clients and addressing any concerns related to
delivery timelines.
• Maintain accurate records of customer interactions, ensuring all details documented for future reference and
analysis.
• Stayed informed about customs regulations and compliance requirements, assisting clients in navigating
international shipping challenges.
• Cooperated with the logistics team to optimize processes and enhance the overall customer experience.

Customer Support Team Lead • Raise.Band | Kyiv, Ukraine
October 2019 - January 2020 • Implemented a new customer support ticketing system, resulting in a decreased average response time and
an increase in customer satisfaction scores.
• Lead a team of 9 customer support representatives, guided them in providing exceptional service to
customers.
• Oversaw training and development of team members, equipping them with the skills and knowledge to
effectively handle inquiries and address issues.
• Set measurable goals for team members and provided ongoing coaching and feedback, resulting in an overall
increased customer satisfaction.
• Communicated with other departments to facilitate collaboration and problem-solving.
• Analyzed key performance indicators (KPIs) such as response times, resolution rates, and customer feedback
to identify areas for improvement.

Customer Support Specialist • Raise.Band | Kyiv, Ukraine

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March 2018 - October 2019
• Provided timely and effective support to customers, resolving 98% of inquiries on the first contact and
maintaining a satisfaction rating of 95% or higher.
• Resolved an average of 60 customer inquiries per day through phone, email, and live chat, achieving a
customer satisfaction rating and reducing response times by 15%.
• Ensure clear and concise communication with clients regarding new orders, progress check of the existing
orders, and any inquiries that may arise.
• Address and resolve customer issues promptly, collaborating with internal teams to find effective solutions.
• Monitor and track orders status, providing real-time updates to clients and addressing any concerns related to
delivery timelines.
• Improved technical expertise, problem-solving abilities, and a customer-centric approach.

Sales Team Lead • Es trading | Kyiv, Ukraine
July 2017 - February 2018 • Set sales targets, developed strategies to meet and exceed set goals, and regularly assessing performance
metrics.
• Collaborated with the management team to align sales objectives with overall company objectives.
• Increased the sales team's effectiveness by implementing a comprehensive training program that improved
team members' skills and knowledge.
• Organized training sessions, offer constructive feedback, and created opportunities for professional growth
within the team.
• Conducted in-depth analysis of sales data, identifying key trends and patterns to inform strategic decision
making.
• Developed and implemented a comprehensive sales training program for a team of 12 sales representatives,
resulting in a 15% increase in monthly revenue.

Sales Representative • Es trading | Kyiv, Ukraine
June 2016 - July 2017 • Developed and implemented a sales strategy that resulted in a 25% increase in revenue within the first
quarter, exceeding all sales targets and objectives.
• Achieved 120% of sales target by implementing a strategic prospecting approach, utilizing CRM software to
track leads, and consistently exceeding customer expectations through effective communication and
relationship building.
• Consistently exceeded monthly sales targets by 20% through lead generation, strategic relationship-building,
and effective closing techniques.
• Conducted market research and analysis to identify potential clients, resulting in a 15% expansion of the client
base.
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote
new offerings.
• Reached out to customers after completed sales to evaluate satisfaction and determine immediate service
requirements.

EDUCATION
Bachelor's degree, Computer • National Technical University of Ukraine “Igor Sikorsky Kyiv Polytechnic
Engineering Institute”
Kyiv, Ukraine • July 2016

SKILLS
Fluent English, Team work, Technical support, Cold-calling, Product marketing, Sales analysis, Team management, Team motivation,
Creative problem solving, Customer support, Mathematical analysis, Computer hardware, Project management, Key Performance
Indicators, Software as a Service (SaaS), Product roading map, Cross-departmental management, Mentoring, Business analysis

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