Світлана

SVITLANA
STEPETSKA
JUNIOR CUSTOMER SUCCESS
MANAGER/CUSTOMER CARE
SPECIALIST

SUMMARY
S tr u c tu re d , e m o tio n ally m a tu re pro fe ss i on al w i th
f lu e n t En g lis h (B2 ) a n d 1 ,0 0 0 + h o u rs o f ex p er ie n ce
in o n lin e co m m u n ica tio n a n d p res en ta ti on s via
CONTACT INFORMATION Zo o m . Tra n s itio n in g in to th e IT/ Ed Tec h se c tor as a
Ju n io r Cu s to m e r S u cce ss M a n age r, I br i n g st ron g
[відкрити контакти](див. вище в блоці «контактна інформація») s k ills in o n b oa rd in g , a n aly tical trou b le sh oot in g ,
Telegram a n d co n f lic t re s o lu tio n . Fu lly pro fi c ie n t i n Ca nva
@Svitlana_Stepetska a n d G o o g le Wo r ks pa ce, I exce l a t bu i ld in g t ru st-
[відкрити контакти](див. вище в блоці «контактна інформація») bas e d re la tio n s h ip s w ith in te r n at io n al c l ie n ts,
Linkedin id e n tif y in g th e ir pa in p o in ts , a n d del i ver in g
Kyiv, Ukraine p e rs o n alize d s o lu tio n s to d r ive lo n g-te rm u s er
re te n tio n .
KEY SKILLS
WORK EXPERIENCE
Pro fe ss io n al : Cu s to m e r
English language & Communicatins Specialist 2009-
S u cce ss , Re la tio n s h ip
2026
M a n age m e n t , Clie n t
O n b oa rd in g , Re te n tio n , Successfully organized and conducted over 1,000+
Co n f lic t Re s o lu tio n hours of interactive online meetings, digital
Te c h n ical : Zo o m , G o o g le workshops, and product presentations via Zoom.
Wo r ks pa ce (S h e e ts , Regularly analyzed personal client performance,
D o c s ), Ca nva , C R M bas ic s evaluated user behavior metrics, and monitored
individual progress.
Utilized Canva, Google Docs, and Google Slides to
LANGUAGES design visually engaging, easy-to-understand
educational guides, step-by-step instructions,
English - Advanced interactive templates, and FAQs.
Acquired extensive hands-on experience in daily
Ukrainian - Native
crisis communication, empathy-driven listening,
and stakeholder management. Expert in handling
high-pressure situations, managing demanding
EDUCATION
client expectations, and resolving interpersonal
conflicts with patience and professional diplomacy.
Oles Honchar Dnipro National Maintained a positive, solutions-oriented attitude
University
while protecting communication boundaries.
2004 - 2009
English teacher