Maksym

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Maksym Volobuev Telegram: @Wave_Strain
LinkedIn
S U P P O R T & O P E R AT I O N S S P E C I A L I S T · R E M O T E Ukraine

Customer Support & Operations Specialist with 5+ years of experience in e-commerce and B2B
service environments. Proven track record of managing high-volume client communication
across chat, email, and CRM — in Ukrainian and English. Successfully initiated and led EU market
expansion, handling the full client lifecycle independently: from onboarding to post-sale follow-
up. Built internal SOPs that reduced team errors; comfortable with technical troubleshooting,
escalation workflows, and AI-assisted productivity tools. Thrives in fast-moving remote
environments with minimal supervision.

PROFESSIONAL EXPERIENCE

Operations & Customer Support Specialist 2021 – 2025
E-commerce Retailer (Private Entrepreneur) · Ukraine & EU Markets
— Initiated and led EU market entry — managed full client lifecycle in English: pre-sale consultation,
order processing, invoicing, delivery coordination, and post-sale follow-up; contributed to revenue
exceeding ₴1.5M
— Progressed across multiple roles over 4 years — from customer support to full operations
ownership, product management, and international expansion
— Handled customer communication via phone, chat, email, and CRM (Bitrix24) across 5–30 orders
per day; maintained consistently high response quality and satisfaction
— Managed product listings, content, and inventory in WordPress / WooCommerce admin; ensured
data accuracy across all sales channels
— Processed cross-border payments via PayPal; managed financial reconciliation and reporting in
Google Sheets
— Built internal SOPs and operational checklists adopted across the fulfilment team — reduced
recurring errors and onboarding time for new staff

Support & Operations Manager 2025 – 2026 (Contract)
Confidential Digital Agency (NDA) · Remote
— Handled 15–30 client requests daily across multiple advertising platforms — covering account
access issues, platform errors, and operational troubleshooting
— Managed client account setup, access permissions, and platform readiness for new campaign
launches; independently onboarded clients from audit to go-live without supervision
— Resolved 15+ account-level escalations via structured troubleshooting and coordinated vendor
support — including complex reinstatements requiring external provider involvement
— Coordinated with external vendor support teams to diagnose and resolve infrastructure-level
platform issues on behalf of clients
— Maintained clear, professional client communication under pressure across multiple
simultaneous Telegram/Slack threads
— Used Airtable and Trello for task and request tracking; Bitwarden for secure access management
across client accounts
— Integrated AI-assisted workflows (ChatGPT, Claude) to accelerate ticket resolution and streamline
client communication drafts

P L AT F O R M E X P E R I E N C E

Meta Ads Manager TikTok Ads Google Ads WooCommerce Bitrix24 CRM Airtable

C O R E S K I L LS TO O LS & S O F T WA R E

Client Support (Chat / Email) Bitrix24 Airtable Trello Slack

Client Onboarding Technical Troubleshooting Telegram Bitwarden WooCommerce

Escalation Management WordPress Google Sheets PayPal

CRM & Task Management ChatGPT Claude AI HTML / CSS / JS

Account Access Management
W H AT I B R I N G
Process Documentation

E-commerce Operations — Ownership mentality — I close tickets, not
pass them
AI-assisted Workflows
— Clear written communication in English under
Remote Team Coordination pressure
— Comfortable with ambiguity and fast-changing
E D U CAT I O N & D E V E LO P M E N T priorities
— I document what I learn — teams get SOPs, not
Kyiv National University of Culture and Arts tribal knowledge
Management & Business, Tourism
Incomplete — transitioned to professional career
AVA I L A B I L I T Y
Frontend Development (HTML, CSS, JS)
Self-study & online courses · Ongoing
Available immediately · Full-time remote · Open to
SaaS, product, and IT support roles · CET / EET
L A N G UAG E S
timezone

Ukrainian Native
English B1+ · 4yr professional use
Russian Fluent