Vladyslav

Vladyslav Chalyi
Head of Customer Support

Profile Details
I am a motivated and responsible individual with a keen analytical Kyiv
ability, boasting a track record of experience in customer support roles Ukraine
within various FinTech companies. I have contributed to enhancing [відкрити контакти](див. вище в блоці «контактна інформація»)
customer support metrics and successfully resolving challenges of [відкрити контакти](див. вище в блоці «контактна інформація»)
varying complexity. Notably, I spearheaded the development of an Date of birth
e-commerce store on the Shopify platform. I excel as both a team player
21 of April 2000
and a team leader.
Key responsibilities include: Links
• Methodically troubleshooting customers' issues. My LinkedIn
• Comprehending customer environments, security settings, and
the integration of third-party tools into solutions. Skills
• Possessing an analytical mindset. Leadership and Teamwork
• Demonstrating effective communication skills.
Ability to Work Under
• Building a high performance team.
Pressure
• Exhibiting high stress tolerance, enabling me to work under
pressure and manage clients with a negative attitude. Ability to Multitask
• Availability for overtime and holiday work, when necessary.
• Fundamental knowledge of digital marketing and sales, Adaptability
specifically in eCommerce product research.
Communication Skills
• Experience with AI, specifically in data labeling.
• Proficient in English, both written and spoken. Creativity
• Utilizing Zendesk, Freshdesk, and Atlassian products such as Jira
and Confluence. Customer Service
• Basic knowledge of HTML/CSS.
Decision Making
• Basic proficiency in SQL using Postman.
• Familiarity with Power BI. Effective Time Management
I am confident in my ability to contribute effectively to your team,
Microsoft Office
leveraging my diverse skill set and proven experience in the FinTech
industry. Problem Solving

Employment History CRM

Head of the Support Department at Kauri.One, Kyiv Blockchain
September 2024 — January 2025
Process Optimization
Kauri One Inc. was founded in 2017 as a software development
company focused on blockchain technology and Web3 ecosystem. FinTech
During my tenure, I accomplished:
Web3
Team Formation and Workflow Organization:
• Built and developed a team of 7+ support agents; Hobbies
• Designed and implemented a work schedule to ensure 24/7 Reading, Music, Running,
customer support; Wrestling(BJJ), Crossfit,
Process Optimization:
Languages
• Created and implemented an internal knowledge base for English
the support team, streamlining request handling and ensuring
consistent responses;
 • Set up support channels, including developing and integrating a Ukrainian
Telegram Support bot with Zendesk;
• Optimized B2B partner relations by establishing a new Russian
communication and request processing channel using Jira Service
Management;
CRM Systems Implementation:
• Configured the Zendesk CRM system for managing B2C user
inquiries effectively;
Cross-functional Collaboration:
• Established seamless collaboration between the support team,
QA, and AML teams, involving the support team in regression
testing of company products;
• Organized internal communication processes between the
technical team and the support team for efficient issue resolution
and request management;
Data-Driven Insights:
• Created and implemented support SLA's metrics (e.g., Response
times, CSAT, Ticket resolution rates, Resolution time) to identify
trends and opportunities for improvement;
Documentation & Reporting:
• Maintained accurate records of process improvements and
tracked the outcomes of implemented changes;
• Regularly reported on key performance indicators (KPIs) to the
Director and senior leadership;
Training & Development:
• Assisted in the development and delivery of training programs for
support team members, ensuring they were equipped with the
necessary skills to provide outstanding service;
Support Operation Team Leader at Paycord, Kyiv
March 2024 — August 2024
Paycord is a PayTech company with a high-load platform for payment
processing. The company combines fintech expertise with merchant
insights to create innovative solutions. They have successfully
developed a strong product that helps businesses succeed in new
markets.
During my tenure, I accomplished:
• Manage, lead, and grow the Billing Support department (15+
support team members);
• Plan, benchmark, and oversee the consistency, performance, and
quality of the unit's work;
• Resolve technical issues and guide team members on best
practices and advanced techniques;
• Identify and encourage areas for growth and improvement within
the team;
• Lead, plan, and oversee hiring needs and processes;
• Optimize support processes in Zendesk and another CRM's;
• Provide regular reports based on analysis and monitoring results.
Customer Support Manager at Idealogic, Kyiv
May 2023 — February 2024
Idealogic is a custom web and mobile software development firm with
a strong focus on helping startups and serial entrepreneurs bring their
innovative ideas to market.
During my tenure, I accomplished:
• Optimization of processes and formulation of development
vectors for the Support department, participation in the formation
of the Support team;
• Participation in project team meetings;
• Establishment of a knowledge base and maintenance of
up-to-date product documentation for users;
• Handling customer inquiries through various communication
channels (calls, chats and messengers, email), primarily through
Zendesk;
• Support for internal and external clients;
• Management of incidents, their detection, and prioritization;
• Collaboration with other departments within the company;
• Conducting technical negotiations with company clients, and so
forth.
Customer Support Manager at GoSolo, Kyiv
December 2022 — August 2024
GoSolo is a fin-tech app for the UK market which makes it lightning fast
to register a new limited company, open a business bank account with
a debit card and start raising invoices.
My responsibilities:
• Respond in writing to customer requests;
• Accompany new clients and provide onboarding assistance;
• Work on improving the level of customer support;
• Working closely with AML and development departments;
• Monitor potentially fraudulent transactions and prevent them
from occurring.

Support Team Lead at Futurra Group, Kyiv
December 2022 — February 2023
Futurra Group is a fast-growing Ukrainian IT company that successfully
develops and promotes its own products: cross-platform mobile-first
products.
My responsibilities:
• Conduct onboarding for newcomers according to our guidelines;
• Deal with an ongoing flow of different questions from agents, and
convey information in a comprehensive and polite way;
• Communicate with agents on their attendance, performance, new
guidelines, and rules;
• Track the agents' KPIs and drive the team to improve work
quality;
• Manage the working schedule of newcomers and current supply
agents.
Customer Support Representative at Wirex, Kyiv
December 2021 — December 2022
Wirex is a digital payment platform with a mission - to make crypto
and traditional currencies equal and accessible to everyone. FinTech
company based in the UK, with extensive R&D centers in Ukraine and
Poland and offices worldwide.

My responsibilities:
• Answering clients' questions and helping resolve the issues over
emails/chat. Supporting customers around the world, mostly all
of the issues are in English;
• Resolve product issues by clarifying the customer's complaint.
Determining the cause of the problem, selecting and explaining
the best steps to solve the problem;
• Participating in building Wirex multi-language knowledge base
and community;
• Working under pressure and handling clients with a negative
attitude;
• Generating account statements;
• Engaging with internal departments to facilitate requests from
customers;
• Ready to accumulate feedback from the clients and share product
improvement ideas;
• Regular app monitoring for failed transactions/reported bugs;
• Working with Zendesk/Freshdesk and Atlassian products;
• Understanding and passion about bitcoins and blockchain
technologies.

Customer Support Consultant at ABBYY, Kyiv
September 2021 — December 2021
ABBYY powers intelligent automation. The company reimagines the
way people work and how companies accelerate business by delivering
the intelligence that fuels automation platforms.

My responsibilities:
• Supporting incoming issues from customers Zendesk ticket
system, predominantly via e-mail, sometimes via chat and
phone;
• Providing consultative advice to customers related to the use of
ABBYY products;
• Troubleshoot technical issues either on a virtual system or in a
screen-sharing session with the customer;
• Actively collaborate with your teammates and colleagues from
other departments to find solutions. Provides input for team
member appraisals and acts as a mentor/role model for others;
• Communicating confidently in Business English;
• Preparing articles for Knowledge Base;
• Follow the well-documented procedures, guidelines, and policies.
Data Annotator at Support Your App, Kyiv
January 2021 — July 2021
SupportYourApp is a Support-as-a-Service that provides augmented
customer care and support services for growing startups and tech
companies around the globe.

My responsibilities:
• Labeling videos using special markup tools;
• Recognize and tag required objects with high accuracy according
to the rules of the task;
• Set the required attributes for video and objects;
• Analyze videos and appoint them to certain categories;
• Report specific markup/annotation via Google Sheets.

Education
Bachelor, The Bohdan Khmelnitsky National University Of
Cherkasy, Cherkasy
September 2017 — July 2021
My specialization is Philologist (interpreter) from English and French
languages.
Master, The Bohdan Khmelnitsky National University Of Cherkasy,
Cherkasy
September 2024 — Present
Business, trading and stock exchange activities

Courses
GoIT, Full Stack Developer (ReactJS)
July 2022 — Present