Дарія

Dariia Dudkina
Customer Success Specialist | Multilingual
Service Expert
Motivated and multilingual professional seeking a role in Customer Success,
[відкрити контакти](див. вище в блоці «контактна інформація») Customer Care, Healthcare Advocacy, International Insurance Support,
Client Support, Customer Engagement — ideally within a dynamic,
[відкрити контакти](див. вище в блоці «контактна інформація»)
service-driven organization where I can contribute to improving customer
Žitná 608/27, 110 00 Nové Město
journeys, handling complex escalations, and optimizing service delivery. With
[відкрити контакти](див. вище в блоці «контактна інформація») proven experience in healthcare logistics, CRM systems, claims and benefits
navigation, and cross-functional collaboration, I am looking for opportunities
where I can continue supporting customers with empathy and efficiency.
Skills I am available to start immediately and am eager to contribute to a
CRM & Healthcare Software role where I can support customers, solve problems, and deliver meaningful

Benefits Explanation & service outcomes.

Coordination I have full access to the labor market and am open to both hybrid and remote
positions that align with my background in healthcare support, escalation
Escalation Resolution
resolution, and customer service excellence.
Medical Billing Terminology

HIPAA Compliance and Data
Privacy
Professional Experience
Compliance Procedures
Care Advocate – Level 2 (Customer March 2024

Success & Benefits Support) Current

Languages Accolade, Prague, Czech Republic

Ukrainian (native speaker) Currently working as a Care Advocate Level 2 at Accolade, I support
members with their healthcare needs, helping them navigate insurance,
English (fluent)
claims, and benefits-related issues. My work goes beyond front-line service:
Czech (fluent) • I completed a cross-training initiative with the Claims & Benefits
Spanish (intermediate) department, which led to a successful internal transition into a dedicated
Claims & Benefits role, allowing me to deepen my expertise in insurance
operations and contribute more directly to resolution workflows and service
IT systems and tools improvement.
Jira / Confluence • I’ve participated in internal CRM product testing with IT and content
managers, providing real-time feedback to improve the tools we rely on
Salesforce
daily.
Zendesk
• Shadowed by internal back-office teams as part of an internal alignment
Power BI initiative to improve interdepartmental collaboration and streamline

HubSpot CRM member support workflows.

Client Services Specialist – International April 2022

Military Healthcare & Insurance February 2024

International SOS, Prague, Czech Republic

As a Client Services Specialist at International SOS, I supported clients with
critical healthcare coordination across international settings.
This included close work with medical teams and directors to ensure timely
medical evacuations and accurate policy interpretations.
• I was actively involved in CRM tool testing and improvement projects,
contributing approved training materials used in onboarding programs.
• I also led on-the-job training for multiple batches of new hires, supporting
their transition into full-time roles and sharing effective navigation
strategies.
• Provided operational healthcare support to U.S. Military Active Duty Service
Members and their dependents.
• Oversaw and coordinated medical evacuations in urgent and complex
situations.

Client Relations & Sales Team Supervisor September 2021
February 2022
Optima Capital, Lviv, Ukraine

My earlier experience as a Sales Team Lead at Optima Capital gave
me foundational skills in leadership, market analysis, and client relationship
management— skills I continue to apply in my customer-facing roles today.

• Began as a Sales Representative and was quickly promoted to Team Lead
based on performance.
• Managed B2B sales processes and client acquisition using CRM tools and
data-driven strategies.
• Led a small sales team, provided mentorship, and monitored performance
metrics.
• Played a key role in building client relationships and achieving quarterly
sales targets.

Education

Bachelor’s Degree – Journalism August 2018
May 2022
Lviv National University Ivan Franko, Lviv, Ukraine

• Conducted market research projects analyzing audience behavior and
media consumption trends, applying insights to support targeted content
strategies.
• Gained experience in product marketing fundamentals, including customer
segmentation, messaging, and campaign evaluation—skills applicable to
customer advocacy and client engagement roles.
• Enhanced digital literacy and social media management, skills transferable
to CRM navigation and customer communications.