Anna

Anna Razumovska, 21 y.o.
Telephone number: [відкрити контакти](див. вище в блоці «контактна інформація»)
e-mail: [відкрити контакти](див. вище в блоці «контактна інформація»)
linkedin: [відкрити контакти](див. вище в блоці «контактна інформація»)

About me:
I’m a Customer Experience and Operations specialist with experience in
performance analytics, customer feedback analysis, process optimization, and
cross-functional collaboration. I use customer feedback and performance data to
identify recurring issues, understand customer pain points, and suggest
improvements. I have completed the Retention Program and have practical
experience with CSAT and retention, as well as theoretical knowledge of NPS,
CES, and churn.

Education

Higher education (bachelor's degree)
Kharkiv National University of Radio Electronics
2023 - present - Bachelor's degree, Faculty of Computer Science, specialty
‘Artificial Intelligence’
2023 - present - Chair of the Student Senate of the Faculty of Computer Science

Career

Agrobridges
Part-Time Hotline Support and site management – February 2025 - April 2025

SKELAR
March 2025 – Present

Customer Support Representative – March 2025 - May 2025
• Handled customer inquiries via phone sessions, email, and live chats.
Customer Support Specialist in Customer Success Department – May 2025
- June 2026

• Maintained top performance through strong individual performance and
QA/KPI results.
• Updated and improved internal knowledge base articles in Notion to
make information clearer and easier to use.
• Developed a Google Apps Script tool for break scheduling, which was
adopted by the support team and approved by the Core team.
• Conducted training, onboarding and shadowing sessions for more than 6
new team members, helping them learn internal workflows and
procedures.
Customer Support Specialist Shift Lead – June 2026 - Present
• Coordinate daily operations for a team of 15 Customer Support
Specialists, helping maintain smooth workflows and resolve issues.
• Analyze agent KPIs and CSAT using Zendesk dashboards to identify
performance gaps, recurring issues and areas for improvement.
• Prepare daily and weekly performance reports with recommendations and
improvement plans.
• Analyze the relationship between hourly workload distribution and
agents’ KPIs to identify operational patterns and possible improvements.
• Collaborate with Quality Control (QC), the Operational Manager, and the
AI Operations Team Lead to identify issues and propose improvements to
AI-assisted workflow, quality processes and customer support flow.
• Escalate operational and technical issues to Team Leads and the
Development Team, facilitating communication between frontline experts
and relevant stakeholders.
• Coordinate support team activities during 3 major technical incidents to
maintain workflow continuity.
• Independently adapted and rewrote a prompt for GPT during Gemini
service disruption, enabling agents to continue working while Gemini
was unavailable.

Analytical Project
Customer Feedback Analysis – Professional Development Plan – July 2026
– Ongoing

• Analyze 450 customer reviews from 2 periods, before and after a
workflow change, to examine differences in customer feedback.
• Use content analysis and structured manual coding to group reviews
into categories and identify recurring customer issues.
• Apply data cleaning, validation, and iterative review to check
classification accuracy and maintain categorization.
• Compare category frequencies and proportions across both periods,
including a targeted audit of refund-related reviews to distinguish
direct refund requests from other mentions

Leadership experience
Chair of Student Senate, Faculty of Computer Science – December 2023 -
Present
• Organize and facilitate online meetings for 400+ students, as well as
cultural and community events in online and offline formats.
• Coordinate stakeholder communication, prepare documentation and
written materials, and support university initiatives.

Skills
• Customer feedback analysis, CSAT, customer pain points, feedback
categorization and validation.
• KPI analysis, trend identification, performance monitoring.
• Workflow optimization, continuous improvement, process
documentation, workload analysis, incident management.
• Stakeholder communication, team coordination, onboarding, training,
shadowing.
• Tools: Zendesk, Unitalk, Notion, Google Workspace, Microsoft Office,
Jira, Google Sheets, Google Apps Script.
• Intermediate coding skills, basic skills in SQL.
• Theoretical knowledge of NPS, CES, and churn.

• Languages: Ukrainian (fluent), English (B2)

Certification

Retention Program – PawChamp (SKELAR) – August 2026. Completed 6
training modules, including 23 hours of practical training and 8 hours of
simulations with AI Coach Bot.