Єлизавета

Yelyzaveta Sukiasian
Poland | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

TECHNICAL SUPPORT L1/L2 | SALES MANAGER | LEAD GENERATOR
SUMMARY
I am a technical support and sales specialist with two years of experience. Experience in L1 and L2 technical support, working with proxy servers and SaaS, post-sales support, and in B2B and B2C sales. Experience as a lead generator and sales manager. Searching for customers and getting them interested in the product, guiding the customer from familiarisation with the product to making a purchase, discussing personal prices and agreeing on future long-term cooperation.
Experience working in a team, complying with the knowledge base, SR and regulations. Attentive to detail, focused on customer requests and resolving their issues. Motivated to develop professionally as a technical support and sales specialist.

SKILLS
L1/L2 Support & Incident Managment
Ticket and CRM management
Sales and attracting new customers
Technical account Managment
TCP/IP & Proxy configuration (IPv4/IPv6)
AI Automation & Jira/Intercom
Languages: English – Intermediate (B2), Ukrainian – Native, Russian – C2

EXPERIENCE
Senior Technical Support Manager (L1/L2) 12/2023 – Present
Proxy Seller – Ukraine (Remote)
L1/L2 support work related to proxy infrastructure and a large-scale web platform. The role involved providing comprehensive assistance to customers with all queries, advising on products and services, and persuading them to make purchases. Resolving technical issues directly and through interaction with other departments.
• Connect with customers worldwide via live chat and ticketing;
• Handling complaints and objections, processing refunds and handling chargebacks;
• Resolving technical issues for customers, connecting via Anydesk and assisting with setup, advising on general questions about the website and products, registering requests;
• Sales development (Upsell): Identifying customer needs during technical consultations and successfully offering additional company products to increase sales;
• Monitoring and compliance with SLA and Ticket Volume indicators to optimise work processes and ensure timely customer support;
• Assistance to clients with account verification, KYC verification, verification of payments made using various payment methods
Technologies: Intercom, CRM, Zoho knowledge base, Jira.
Lead Generator | Sales Manager 02/2024 – 12/2025
NDA – Ukraine (Remote)
Implemented comprehensive sales and lead generation strategies, focusing on prospecting and sales management, strictly adhering to LTV and CSAT metrics. Actively drove revenue growth by actively engaging new customers, increasing sales, and retaining customers. Offered personalised solutions and identified opportunities to increase product value for each customer.
• Conducted active searches for potential clients, initiating initial contact through cold emails and chats.;
• Discussion of personalized pricing and tariffs to retain clients and agree to long-term cooperation and use of the service;
• Monitored SR and customer feedback to ensure high service quality and brand loyalty
• B2B sales, cooperation with companies and support for enterprise clients
• Handled negotiations, addressed objections, and guided clients through the sales funnel to successful conversion;
• Analyzed customer needs to offer relevant product upgrades, contributing to overall company revenue growth.

Technologies: CRM, Jira, knowledge base.
B2C Sales Manager 11/2022 – 09/2023
LPP – Ukraine (On-site)
Provided exceptional customer service in a busy retail environment, identifying individual needs and offering expert product advice to drive sales. Focused on achieving individual and team KPIs. Maintained high standards of visual merchandising and assisted with inventory management to ensure optimal product presentation. Ensured a smooth shopping experience by managing the POS system and resolving customer inquiries with a high level of professionalism and efficiency. Performing manual testing of API endpoints, verifying actual results against expected behavior;
• Provided expert product advice and personalized styling recommendations to enhance the shopping experience and drive sales.;
• Met and exceeded individual sales goals by actively applying Upselling and Cross-selling techniques at the point of sale.;
• Maintained documentation of completed sales.
Technologies: POS system, CRM.
EDUCATION
Bachelor's degree, Translation 09/2022 – 05/2026
Mykhailo Ostrohradskyi Kremenchuk National University

Philology
Borys Grinchenko Kyiv Metropolitan University Borys Grinchenko Kyiv Metropolitan University
Participated in preparatory university courses at Boris Grinchenko University