Валентин

Valentyn S.
Lviv, Ukraine
[відкрити контакти](див. вище в блоці «контактна інформація») [відкрити контакти](див. вище в блоці «контактна інформація»)

Date of birth …………… December, 1994 Nationality …………… Ukrainian

PROFILE

Highly analytical yet empathetic, good listener. I do not like staying idle and always looking to develop new skills.
Motivated to use my skills to take on Manager's role, with more responsibilities.

10 years working on a permanent basis, initially in the field of technical support, and now developed a new passion for
Sales and active engagement with clients.

Find new challenging experiences as excellent opportunities to grow my skills that help me in my professional and
day-to-day life.

EMPLOYMENT HISTORY

❖ Customer Support Representative, Austrian Airlines

04/2015 - 01/2018
➢ Managed passenger inquiries as well as fostered collaboration with travel agencies.
➢ Enhanced spoken English proficiency through direct engagement.
➢ Cultivated rapport with repeat clients.
➢ Implemented feedback mechanisms to continuously improve service quality and client satisfaction.
➢ Collaborated with team members.

❖ Customer Support Representative, Namecheap
01/2018 - 09/2021
➢ Managed domain tasks: registering, renewing, and canceling domain names.
➢ Managed record-mapping, DNS, web/mail hosting, SSL, and email forwarder configuration.
➢ Kept my KPI always at high levels.
➢ Reported bugs and offered improvement suggestions, escalated complex issues for resolution.
➢ Monitored and managed SEO activities.
➢ Acted in simultaneous chat conversations.
❖ Customer Support Representative, Yola
09/2021 - 05/2022
➢ Provided technical support in website building technologies - mainly HTML and CSS.
➢ Established seamless integration between hosting and domain names through DNS configuration.
➢ Efficiently guided clients through DNS mapping and MX setup.
➢ Actively provided solutions for optimizing website performance
➢ Collaborated to implement SEO best practices, monitoring website rankings.
➢ Escalated complex technical issues through GitHub and Jira.
➢ Maintained up-to-date knowledge of industry trends and emerging technologies to provide proactive
support and recommendations.

❖ Transitioned to Managerial Role, Book review service provider
(NDA) 05/2022 - 05/2023
➢ Excelled as a customer representative, consistently meeting high Key Performance Indicators.
➢ Demonstrated strong leadership skills due to my previous experience in the field.
➢ Leveraged customer service expertise to enhance team performance and foster positive client
relationships.
➢ Actively involved in team training and development initiatives to improve overall service quality.
➢ Contributed to process improvement efforts to streamline operations and optimize customer
satisfaction.
➢ Proven ability to transition from front line customer service to managerial responsibilities.

❖ Sales Manager, Law Firm (NDA)
05/2023 - 01/2024
➢ Created a customer loyalty program that increased customer retention by 7%.
➢ Retained professional yet amicable relations with clients through their relocation.
➢ Used soft and presentation skills to create a client base of 30 in the first 2 weeks. 7 of those clients
resulted in successful sales.
➢ Developed a desire to further develop my sales skills.

❖ Lead Generator at Marketing company bought by another (NDA)
01/2024 - 04/2024
➢ Set up marketing campaigns via email and personal outreach to customers through social media.
➢ Monitored website visitors through Clarity and Pixel.
➢ Was in charge of outreach automation tools.
➢ Generated client base and contact details using various criteria in Apollo and Instantly.
➢ Investigated trends on social media and current topics of interest.
➢ Researched potential client’s websites ahead of personal outreach.

❖ Head of Business Development (NDA)​
06/2024 - present
 Business Development & Sales Enablement

➢ Planned and executed multi-channel marketing campaigns, combining personalized email outreach,
social media engagement, and automated sequences.​
➢ Managed CRM setup, lead imports, segmentation, and tracking in HubSpot, leveraging Apollo and
Instantly to generate and qualify leads.​
➢ Oversaw ad campaigns, landing pages, and tracking tools (Pixel, Clarity) to optimize outreach
performance and audience targeting.

Client Account Management & Support

➢ Managed client onboarding, structured service packages, and provided ongoing support through
retainers and on-demand solutions.​
➢ Coordinated API integrations and technical transitions, acting as liaison between clients and
development teams to ensure timely issue resolution.​
➢ Delivered educational sessions and training to maximize client adoption and success with Serenity’s
solutions.

Strategic Planning & Leadership

➢ Led strategic planning meetings with CEO and clients, defining growth initiatives and improving CRM
adoption and processes.​
➢ Designed automation strategies and operational improvements to enhance efficiency and client
experience.​
➢ Developed positioning strategies, exclusive offers, and demos to strengthen Serenity’s competitive
advantage.

OTHER EXPERIENCES

❖ Confluence ecosystem
➢ Utilized Confluence as a customer support rep for project management and knowledge sharing.
➢ Documented project requirements, progress updates, and SOPs within Confluence.
➢ Facilitated team communication and collaboration on customer service tasks.
➢ Organized and maintained a repository of customer support documentation.
➢ Enhanced cross-functional collaboration and information sharing within the team using Confluence.

❖ JSM (Jira) & GIT flow
➢ Created, from scratch, a JSM system for the customer support team at a book reviewing service
provider. This system served to track ongoing and filed issues, monitor KPIs, and facilitate
communication with clients - all in one place.
➢ Collaborated closely with the Quality Assurance and Development departments, coordinating efforts
 through GIT for seamless integration and project management.

❖ Spin Selling
➢ Successfully employed different selling techniques to reach monthly selling quotas, bringing profits to
the company amounting to over 50,000$.

COURSES

● Stress Management Course, Austrian Airlines ● GDPR compliance course, Zone3000

● DISC Profiling ● How to build an effective sales department,
"Бізнес-Конструктор" from Kyryl
Kunytskyi

LANGUAGES

Ukrainian ………… Native speaker Italian ………… Native speaker

English …………… Native speaker

EDUCATION

Middle school ……………………………………………………… Sep, 2007 - Jun, 2010

Scuola Primaria - V. Veneto Calci, Pisa (IT)

High school ……………………………………………………… Sep, 2010 - Jun, 2015

Liceo artistico F. Russoli Pisa (IT)
 HOBBIES

Relaxing in the outdoors. Partaking in hiking and mountain biking whenever possible.

Great appreciation for classic rock music from the 60s and 70s, with favorite bands like Pink Floyd and Creedence
Clearwater Revival.

IN SUMMARY

Volunteering & Aspirations What I expect from an employer:
Engaged in civil activities in Lviv, contributing to food 1. Long-term commitment toward
shelters and relief organizations. I’m passionate about employees
client relations. I recognize its vital role in reflecting a
company's mission and fostering client satisfaction.
Seeking opportunities for growth in a company that 2. Available career growth opportunities
values its employees' development and dedication.
3. Clear communication with higher
departments

4. Open to new ideas coming from employees