Олександра

Oleksandra Starostenko
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Profile Skills
Customer Support Team Lead with hands-on experience in people Excel / Google Sheets
management, employee relations, and team development. Through
this role, developed a strong interest and solid foundation in HR- HR CRM systems
related practices, including coaching, performance management,
Jira Administration
and employee support. Now seeking to transition into an HR People
Partner role to focus more deeply on people strategy, engagement, Confluence Management
and employee experience.
Executive Reporting

People-focused leadership
Employment
Empathy and Psychological
Customer Support Team Lead Nov 2024 - Present Insight
YellowStone, Kyiv
Conflict resolution
Hiring and onboarding new team members, ensuring smooth
integration according to the roadmap that I personally Stakeholder partnership
developed and implemented
Led regular team management activities, including team-
building initiatives, coaching, Lean Coffee, Peer Learning sessions Languages
and skill-development workshops
Conducting regular 1:1s, performance reviews, and development English
discussions
German
Employee retention and workforce rotation management
through data analysis, proactive employee support, and internal Ukrainian
mobility initiatives
Built scalable workflows and a knowledge base that reduced
agent ramp-up time and support mistakes
Improved cross-department communication by developing and
Hobbies
implementing a structured communication plan, ensuring clearer Gym
alignment, faster issue resolution, and smoother collaboration
across teams Yoga
Managed daily team operations and conducted monthly and
quarterly performance reviews to maintain alignment with KPIs Psychology
and critical SLAs
Photography

Outgoing call manager Jul 2023 - Nov 2024
YellowStone, Dnipro

Conducted outgoing calls to improve user retention, increase
payment completion rates, and support verification processes
Analyzed customer feedback to identify improvement areas and
enhance both operational workflows and overall customer
experience
Trained and mentored new hires, updating and optimizing the
training program to reduce onboarding time and boost

performance
Provided ongoing mentoring and skill development for
experienced agents to elevate their expertise and service quality

Customer Care Operator May 2022 - Jun 2023
YellowStone, Dnipro

Familiarity with customer service software, CRM systems, and
other tools used to manage customer interactions and track
issues
Maintaining composure and professionalism in high-pressure
situations, particularly when dealing with challenging customer
interactions
Ability to understand and respond to the emotions, behaviours,
and underlying motivations of customers
Deep understanding and applying internal processes to ensure
compliance with UK Gambling Commission (UKGC) regulatory
requirements

Education
Bachelor's Degree Sep 2019 - Jun 2023
Oles Honchar Dnipro National University, Dnipro
Expertise in English and Germanic languages
Managing coursework, deadlines, and research projects,
demonstrating the ability to prioritize and complete tasks
efficiently
Building effective relationships with peers, professors, and
professionals through collaborative projects and discussions
Presentation and public-speaking skills refined through seminars,
class presentations, and academic debates

Courses
Management Fundamentals Oct 2025
This course provided a practical overview of essential management
concepts for heads. It covered the core responsibilities of leading
teams, including communication techniques, performance
management, delegation, motivation, and problem-solving.