Yurii

YURII KHAVANOV

Head Of Support/Bussiness Analyst
Summary
Led teams of various sizes, from 3 to 25 people (6+ years). Customer Support, Implementation,
Sales and retention teams.
[відкрити контакти](див. вище в блоці «контактна інформація») International Experience: 10+ years working in global environments with US, EU, Middle East, and

[відкрити контакти](див. вище в блоці «контактна інформація») Ukrainian markets.
5+ years of hands-on sales experience. Which includes ofline and online sales in
@khavanov_now 2 years in business development role. One of peoneers who bring official Apple Inc to UA market.
Helping with market research, partners communication, partners development
[відкрити контакти](див. вище в блоці «контактна інформація»)
Experience in optimizing and developing internal policies and procedures. Which lead to cost cut
khavanov-19646bb1
(15%), and productivity increase by team member. (Able to release work force to other projects)
Set up CRM processes from scratch through to successful launch.
Expiriance with Jira, Confluence, MSoffice, Zendesk, Intercomm, Freshdesk, Google Workspace,
Education PowerBI, Tablout, VoIP systems

Data Analyst
GoIT Work Experience
2025 April-September

Bachelor of Foreign 05.2023 ADMINTECH (admintech.ch)
Swiss consulting company (accounting/Law contracts)
Affairs -
Interegional Academy Of Head of customer support
Managment
05.2025
2005 - 2010
Accomplish built a customer support team from scratch.
Set up and automated CRM/CSC systems tailored to company needs collect
stats and automate proceses.
Language
(Freshdesk, Mousflow,Youtreck,Google Workspace, MSOffice)
English - Advanced
Developed comprehensive policies and procedures for customer service
Ukrainian - native
operations. Hired, coached and remove employees.
Set up KPIs, for employees based on `company SLAs, track and traine agents to
reach yearly targets.
Implemented an AI-powered chatbot to enhance customer engagement and
efficiency. Cut chat Load up to 30%, and cut company expenses for support.
(ChatGPT integration, Promt wrighting, Instructions set up)
Led the development of a knowledge base to improve self-service and reduce
ticket volume.
Managed communication with top-tier clients, ensuring high satisfaction and
long-term partnerships. (200+ deals closed)

06.2021 APPLE inc ( apple.com )
- Apple Solution Consultant (business development dpt)
05.2023

Worked closely with key partner (Citrus)
Collected and analyzed sales and inventory data to prepare actionable reports for
the Operations Team.
Coached, trained, and developed partner staff members within assigned
locations to effectively promote Apple’s products and services.
Increased partner staff engagement in the Apple Team Associate Program.
Tracked staff progress in Apple product knowledge, successfully growing active
participation from 4 to 12 staff members per location.
Initiated and executed the idea of a new type of product showcase to highlight
Apple’s connectivity features, driving linked sales.
Boosted partner staff product knowledge from an average of 72% to over 90%.
These initiatives contributed to an average sales growth of 20%+ year-over-year.
01.2019
Orderry (orderry.com, remonline.ua)
- SAAS CRM/ERP for repair shops and warehouse
06.2021
Head of Customer Support

The main task on this position was to reduce client Curn during Covid times
Solution was taken after research is to Set up Implementation and retention teams
from scratch, including standards, workflows, schedules, rules, and regulations.
Developed and documented standards and procedures specifically for the retention
team and Implementation
Develope support structure and motivation with creating new internal positions (intern,
Junior, Middle, Senior, Trainer, Implementation, Retention based on personal
performans)
Designed the full retention workflow and successfully reduced churn from the industry
average of 3.5% to 2.5%.
Maintained daily communication with executives to align support strategy with market
needs and contribute to product-market fit.
Conducted direct interviews with clients to gather insights and improve customer
satisfaction. (NPS over 90%, CSAT 89%, First response 26sec)
Carried out market research to identify opportunities and challenges in new regions.
(product launched in Mexico, Columbia and Poland)

07.2017 B2B Soft (b2bsoft.com)
- SaaS product for big mobile networks franchise (mobile shops in US)
01.2019 Support Supervisor

Created weekly and month-to-date dashboards for incoming requests (calls, chats,
emails).
Managed team schedules and vacations to ensure smooth business operations
without interruptions. (optimize schaduele based on busy hours what increase
productivity and load per Agent, as well as cut cost by redusing night shifts
employees time)
Administered and managed Zendesk: reporting, monitoring, and performance
optimization.
Optimize agents KPIs by making shure it is clear and reacheble by using numeric
tergets instead of percentage. Created leaderbord to motivate employees.
Administered Fonality (VoIP system) to maintain seamless communication.
Participated in the hiring and onboarding of new employees.
Coached and collaborated with the product team to improve features based on
customer feedback and real-world use cases.
Reviewed technical backlog and assisted with error analysis (XML/SQL).
Supported the team in creating accurate JIRA, CRM, and Zendesk tickets for issue
tracking.
Performed ticket and issue analytics, ensuring correct escalation to the product team.
Ensured the team addressed all issues in compliance with specifications and quality
standards.
Delivered new release training, reviews, and presentations to keep the team updated.
Scheduled and led meetings to resolve issues and advance team goals.
Handled and escalated all First Data and Tsys/Pivotal merchant-related issues.
Ensured the team was familiar with customer needs, specifications, and support
standards.