Яна

NAHORNA YANA
Customer support
manager

SUMMARY
CONTACT
Empathetic and results-oriented Customer Support professional with 4+ years
of experience managing user communications, resolving issues, and
maintaining a warm, friendly tone of voice. Skilled at handling emotionally
[відкрити контакти](див. вище в блоці «контактна інформація») charged situations calmly and tactfully. Experienced with ticket systems, and
cross-team escalation workflows. Proven ability to balance speed and quality
[відкрити контакти](див. вище в блоці «контактна інформація») while delivering consistently positive client experiences for international
audiences across Europe, the USA, and Asia.
https://www.facebook.com/
yana.nahorna.56
WORK EXPERIENCE

EDUCATION Customer Support & Campaign Manager
Kundalini Yoga Club (Netherlands, Remote)

Master’s Degree in Psychology www.kundaliniyogaclub.nl

Taras Shevchenko National
University of Kyiv
March 2022 – Present
Served as primary point of contact for a community of 3,000+ users via
email, resolving queries and escalating technical issues to the relevant
teams
Maintained a friendly, empathetic tone of voice across all user-facing
communications, including onboarding, support, and follow-up messages
SKILLS Managed ticket and request workflows using automation tools (MailBlue
+ Zapier), reducing manual processing time by 30%
Built and optimised landing pages and funnels, contributing to a ~20%
Customer support increase in sign-ups through improved UX and clear communication
Empathetic communication Coordinated a remote cross-functional team (marketing, design, support),
Tone of voice compliance ensuring timely delivery and smooth communication flow
Remote work Worked with international clients and adapting communication style to
diverse cultural contexts
Problem-solving
User onboarding

Assistant Manager
Kyiv School of Psychological Assessment

[відкрити контакти](див. вище в блоці «контактна інформація»)

January 2021 – March 2022
Organised and coordinated 50+ online webinars and educational
LANGUAGE programs, managing participant communication end-to-end
Handled inbound queries from participants, resolved issues, and
ensured smooth event experience for all attendees
English
Created standardised communication templates (invitations, reminders,
Ukraininan follow-ups) that improved attendance rates
Streamlined logistics and support workflows, reducing response times
and improving overall participant satisfaction
 Freelance / Tour Guide
SOFT SKILLS September 2016 – Present
Planned and delivered personalised tours and events for individual and
group clients, including large international groups
Managed all client communication, logistics, and on-the-ground support
Empathy, - consistently receiving positive feedback
Active listening Collaborated with partner agencies to coordinate seamless multi-
Adaptability
stakeholder experiences
“Цікавий Київ” https://www.interesniy.kiev.ua/
Problem-solving
“Україна Тур” https://ukraine-tour.org.ua/
Calm under pressure
“Сакумс” https://sakums.com.ua/uk
Cross-cultural communication Юлія Бевзенко https://yuliabevzenko.com/
etc.

TOOLS &
TECHNOLOGIES Event & Program Manager
Kyiv-365 Tour Complex
www.kiev365.com.ua
Notion September 2014 – September 2016
Trello Managed client-facing communication and support for weekly
MailBlue entertainment and excursion programs
Supervised a team of guides and hosts, ensuring quality control and
Zapier
consistent service delivery
Phoenix
Resolved operational issues in real time, maintaining high standards of
Plug & Pay
customer experience
Canva
Photoshop

ADDITIONAL
INFORMATION

Experience working with
international clients across
Europe, USA, and Asia
Comfortable with rotating shift
schedules and fully remote
work environments
Fast learner with high
adaptability - able to master
new tools and processes
quickly
Interested in digital product
development and UX - brings a
product mindset to every client
interaction