Ілона

Ilona Narusberg
Lviv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

Professional Summary
Customer Support and Operations professional with 8+ years of experience delivering
outstanding service and technical support across SaaS, IT, med-tech, retail, and education
sectors. Skilled at managing customer support processes, building strong client
relationships, and empowering teams to deliver excellent results. Experienced in both
frontline support (chat, email, in-person service) and in implementing data-driven
improvements for support functions. Adept at troubleshooting software, resolving incidents,
and creating knowledge bases.

Key Skills
- Customer Support Leadership & Team Enablement
- Service Cloud (Salesforce), CRM Administration, Knowledge Base Management
- Live Chat & Email Support (B2B and B2C)
- Troubleshooting software issues across Windows, MacOS, Android, iOS
- Payment queries & refunds handling
- Process Improvement (Lean Six Sigma Green Belt, ITIL Certified)
- Data Management & Reporting (Excel, Google Workspace, Tableau, Salesforce Reports)
- Multilingual Communication: English (C1), French (B1)

Professional Experience
Freelance Customer Support Specialist — Remote
2023 – Present
- Provided online customer support via email, chat, and social platforms.
- Resolved product and service inquiries, guided customers step-by-step through
troubleshooting.
- Managed payment- and subscription-related queries.
- Delivered empathetic and clear communication in English to global customers.

Salesforce Consultant, Mission Lazarus — Remote (US)
2024 – 2025
- Improved efficiency of support functions by automating data cleaning and imports in
Salesforce Nonprofit Cloud.
- Built dashboards and reports enabling better insight into donor and beneficiary support
cases.
- Delivered user training and knowledge-sharing to strengthen team adoption.

Administrative Assistant (Volunteer), Amnesty International — Remote
2019 – 2024
- Supported database and reporting tasks using Google Sheets and Excel.
- Prepared reports and correspondence for internal use.
- Assisted in coordinating online events and projects.

Salesforce Enablement Lead, Hologic — Manchester, UK
2022 – 2023
- Led customer-facing support improvements for 6,700+ internal and external users.
- Designed and implemented Service Cloud and CPQ workflows, improving response times
and customer experience.
- Coordinated with US and EMEA teams to align customer support tools and communication
standards.

Salesforce Administrator, Halfords — Redditch, UK
2021 – 2022
- Managed Service Cloud for 1,000+ external customers.
- Enhanced chatbot performance and improved online customer experience.
- Implemented bug fixes, liaising with managed services teams.

Salesforce Administrator, OneAdvanced — Birmingham, UK
2016 – 2021
- Provided 1st and 2nd line support for major clients (Oxford, UCL, The BRIT School).
- Migrated customers from legacy CRMs to Salesforce Lightning.
- Created and maintained knowledge bases, improving onboarding efficiency.

Education & Certifications
- BSc Computer Science, University of Latvia (2009)
- Lean Six Sigma Green Belt, IASSC
- ITIL Foundation Certificate in IT Service Management
- Project Management (GoIT, ongoing)

Additional Information
- Mountaineer: climbed Mont Blanc (France) developing resilience and goal achievement
skills.
- Volunteer: Amnesty International Ukraine Crisis Initiative (since 2014).
- Strong interest in AI, automation, and customer service innovations.