Вікторія

SUMMARY
VIKTORIIA
SYDORENKO Senior Customer Support Team Lead with extensive 5+ years
work experience in IT sphere. Proven track record of driving
DETAILS performance through coaching, KPI management, and
employee development, with multiple team members
promoted to advanced roles. Experienced in recruitment,
[відкрити контакти](див. вище в блоці «контактна інформація»)
quality management, process improvement initiatives, and
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cross-functional collaboration. Strong customer-centric
[відкрити контакти](див. вище в блоці «контактна інформація») leader focused on operational excellence, team
engagement, and continuous improvement.
PERSONAL DETAILS
EXPERIENCE
Nationality
Ukrainian May 2021 — May 2026

Customer Care Team Lead
SKILLS
Wix.com, Kyiv

• Senior people management
Led and managed a team of 10–15 Customer Care
• Project Management
Specialists, ensuring high performance and operational
• Conflict Management excellence.
• Problem Solving Monitored and evaluated KPIs, conducted quality
• Analytical Thinking assessments, provided constructive feedback, and
facilitated regular one-on-one meetings and quarterly
• Relationship Building career development discussions.
• Recruitment Was fully in charge of onboarding and knowledge sharing
• Working under stress and tight for new team members, contributing to team
deadlines development and operational efficiency.
Supported employee growth planning, successfully
• English - C1
mentoring team members into higher-level roles within
• Tableau, JIRA, Excel, Google Doc the organization.
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Drove departmental improvement initiatives and
contributed to cross-functional projects in collaboration
with Workforce Management, Quality Control, and
Product teams.
Participated in the end-to-end recruitment process,
including CV screening, candidate assessment, and
conducting professional interviews.
As a Team Lead of the specialized team, I have decent
knowledge of Billing related cases that include work with
payment gateway, 2FA verification process, chargebacks
and fraud.
Mar 2018 — May 2021

Customer Care expert

Wix.com, Kyiv

Delivered high-quality customer support through email,
chat, and phone channels, ensuring timely and effective
resolution of customer inquiries.
Investigated and resolved complex customer issues
maintaining a high level of customer satisfaction and
adherence to service standards.
Managed customer complaints with professionalism,
identifying appropriate solutions and escalation plan.
Identified recurring customer issues and provided
feedback to internal stakeholders to support product and
process improvements.
Consistently met or exceeded key performance metrics,
including customer satisfaction, response time, resolution
time, and quality targets.
Demonstrated strong product knowledge and acted as a
trusted point of contact for customers, providing clear
guidance and support.
Thanks to the above-mentioned, was promoted to the
Billing and Risk Escalation expert (Tier 2 level).

EDUCATION

Masters in Spanish and English languages

Kyiv National Linguistic University , Kyiv

HOBBIES AND INTERESTS

Tennis

Reading