Илья

ILLIA NEKHAIEV
HEAD OF CUSTOMER SUPPORT & SALES

ILLIA NEKHAIEV

Feel free to reach out via chat — I’ll share all contact details there.

Summary
Strategic Customer Support Leader with a 6-year track record of driving excellence in B2B/B2C
environments. Promoted from frontline Specialist to Head of Department, demonstrating
exceptional adaptability and high performance. Expert in scaling support operations for
European markets, optimizing SLA-driven workflows, and bridging the gap between customer
needs and product development. Combines deep technical troubleshooting with a high-
empathy approach to conflict de-escalation and team mentorship.

Professional Experience
Private Sales Dep. Company
2020 – 2026

Head of Sales & Customer Support

2022 – 2026

Strategic Leadership: Built and scaled a full-cycle department (Sales, Support, Retention)
from scratch, managing the entire customer lifecycle.
Global Expansion: Successfully launched and managed support operations for the
European market (English-speaking).
Operational Excellence: Redesigned ticket routing and escalation protocols, increasing
overall team resolution efficiency .
Knowledge Management: Developed a comprehensive internal Knowledge Base (FAQ,
SOPs), reducing onboarding time for new hires by 30%.

Customer Support & Sales Specialist

2020 – 2022

High-Volume Execution: Handled 90+ multi-channel requests per shift (chat, email, phone)
with a consistent 90-97% SLA compliance.
 Customer Satisfaction: Maintained a 4.8/5 CSAT score, consistently outperforming the
department average by 15%.
Efficiency: Reduced First Response Time (FRT) in live chats to 45 seconds.
Revenue Impact: Boosted customer retention by 8% through advanced troubleshooting
and objection handling.
Technical Support: Resolved complex technical issues using structured diagnostics and de-
escalated high-tension situations to preserve brand loyalty.

Skills
Technical Stack (Hard Skills)

Tools: Zendesk, Salesforce CRM, Aircall.
Data: SLA Management, KPI Tracking, NPS/CSAT.
Ops: Ticket Routing, Escalation, SOP Creation.
Office: Google Workspace, Microsoft Office.

Professional Competencies (Soft Skills)

Communication: Conflict De-escalation & Empathy.
Leadership: Mentorship & Cross-functional Collaboration.
Mindset: Problem-solving under pressure & Adaptability.
Strategy: Customer Onboarding & Retention Growth.

Languages
English: C1/C2 (Advanced/Fluent) — Professional experience with native speakers.
Ukrainian: Native.

Education
Bachelor’s Degree in Systems Analysis
National Technical University “Dnipro Polytechnic”