Mykhaylo

MYKHAILO BONDARCHUK

Zaporizhzhya, Ukraine
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PROFESSIONAL PROFILE
An inspired professional with a 7-year history in technology services (customer
experience, customer success and support) alongside sales, overseeing and execu=ng sales
plans, nego=a=ng with various level business representa=ves and execu=ves, maintaining
and growing exis=ng customer accounts while carrying out customers’ projects via
maximizing product value, building rela=onships and helping realize the ROI.
I express my professional interests in crea=ve problem solving, process
improvement and execu=on in intriguing world of technology to keep the customer
sa=sfied and their value growing. My areas of academic interest include influence of
wriJen, spoken, visual and audio elements on strategic goals of communica=on of
different levels.

EDUCATION & QUALIFICATIONS
➢ Ins$tute of Interna$onal Rela$ons of Taras Shevchenko Na$onal University of Kyiv (2015 –2019)
o Interna$onal Informa$on - Bachelor’s degree
A study with a focus on the data analysis, modern communica=ve technologies, public
rela=ons, informa=onal countering and informa=on visualiza=on. Specializa=on in German
language (GPA 4.5).
➢ Zaporizhzhia High School №103 (2003 – 2015)
o Full Secondary Education (GPA 11.8)
➢ Languages:
o Russian – Native
o Ukrainian — Native
o English – Advanced (C1)
o German – Upper Intermediate (B1)

PLACEMENTS
November 2024 — January 2026 Strategic Customer Experience Manager at ABBYY
(Customer Excellence dept.)

ABBYY is a Digital Intelligence company that provides companies with Intelligent Document Processing
capabili=es (ABBYY Vantage, ABBYY FlexiCapture, FineReader Engine/PDF) as well as Process Intelligence
(ABBYY Timeline) to gain the understanding, automate and improve business processes. The pla_orms are
designed to allow organiza=ons deploy solu=ons in standalone configura=ons or as a =ghtly integrated
extension of industry-leading RPA/BPM (Pega, UIPath, BluePrism, SAP) and packaged applica=on solu=ons.
Also, there is a number of solu=ons for OCR and document processing automa=on flows such as Business
card reader, Screenshot reader, OCR container, Fine Reader Server (abbyy.com).

Highlights:
• Handling escala=ons for a moderate number (≈ 30) of top value strategic customers (mostly Fortune
500 companies) having cri=cal product issues with high churn risk
• Maintaining the 90% goal for percentage of saved key customers with cri=cal escala=ons
• Regular status monitoring and repor=ng to senior execu=ves on the status of issue resolu=on
resul=ng in 95% saved escalated accounts
• Crisis communica=ons development during the strategic corporate transforma=on with key
customers on missed commitments/SLAs, product roadmaps, feature requests
• Pushing cri=cal product fixes and feature requests with product teams and professional services
teams for implementa=ons/workarounds in public and private channels
• Cri=cal priority =ckets analysis to facilitate cross team collabora=on for quick fixes or workaround to
keep the customer sa=sfied
• Contribu=ng to escala=on workflows to ensure proper automa=on, proac=ve approach and fast
reac=on to major/cri=cal situa=ons resul=ng in reac=on =me reduc=on by 30%
• Request and provision of RCA in collabora=on with Service Delivery team and Product team upon
customer requests/ incidents, ensuring 100% of incidents have RCA provided according to SLA.
• Addressing urgent security/legal concerns with security teams for quick resolu=on
• Serving as the main point of contact for key customers to help navigate the organiza=on for any type
of urgent issue

January 2021 – November 2024 Digital Customer Success Representa:ve at ABBYY (Strategic
Customer Success dept.)

Highlights:
• Achieved a remarkable 95% renewal rate across the assigned Digital Customer Success por_olio,
op=mizing strategies to increase customer sa=sfac=on
• Handling endangered =ckets/ renewals alongside with support, expedi=ng the =cket resolu=on,
priority and severity evalua=on for customers, resul=ng in 40% boost in proac=ve engagement
• Maintaining the goal for NRR (>105%) /GRR (>95%) percentage for assigned customers
• Taking care of a large number of assigned customers (≈ 100) with smaller level ARR (under 100K
USD) to ensure their successful renewal and minimize churn by providing successful solu=on
onboarding, implementa=on, adop=on and sa=sfac=on, reducing =me-to-value by 25%
• Serving as the main point of contact for assigned customers to help navigate the organiza=on for any
type of requested issue
• U=lizing digital customer success tools to build customer automated customer journeys, plays and
alerts and regularly collect customer surveys with the goal to digitally monitor onboarding, adop=on,
implementa=on and ongoing usage, reducing customer churn by 18%
• Par=cipa=on in company’s insider projects for systems integra=ons, workflow crea=on for common
cases with customers (providing recommenda=ons and data valida=on help while integra=ng
SalesForce, Zendesk, MavenLink and ChurnZero)
• Documenta=on crea=on on company Confluence Wiki for designed workflows and processes, mailing
templates produc=on
• Working across mul=ple industries such as Banking, Finance, Logis=cs, Healthcare, Manufacturing,
Insurance, Public Sector
• Par=cipa=on in integra=on of product consump=on data with customer success system ChurnZero
manually and later automa=cally by working with technical automa=on teams and business users as
well as ChurnZero pla_orm representa=ves, resul=ng in automated upsell opportuni=es and in-
danger accounts aler=ng
• Assigned/unassigned accounts data valida=on and success metrics defini=on in communica=on with
customers/accounts representa=ves (sales, professional services, renewal managers, procurement)

• Development of addi=onal use cases in communica=on with customers and account teams resul=ng
in 15% expansion for assigned accounts
• Quarterly and yearly goals semng and comple=on for con=nuous development and performance
• Addressing website and documenta=on inconsistencies
• Regular communica=on with a product team to highlight problema=c bugs and common feature
requests
• Monitoring and highligh=ng systems integra=ons issues for correct metrics calcula=on and ensuring
integra=ons data consistency
• Provision of recommenda=ons for internal and external opera=onal improvement (what can be
automated/ how to communicate with customers more efficiently)

September 2019 – November 2020 Sales Representa:ve [Account Manager] at HotelFriend

The B2B startup based in Berlin, Germany that provides various sooware solu=ons for the hospitality market,
including the Property Management System, POS system and other products that make up a cloud hospitality
management infrastructure (hJps://hotelfriend.com/).

Highlights:

• Whole cycle inbound sales execu=on with customers (island model)
• Lead qualifica=on, lead nurturing, demo execu=on
• Customer nego=a=ons, objec=on handling and offer prepara=on
• Suppor=ng customer with any requests, crea=ng tasks for customer success
• Collabora=on with design for layout concepts and crea=ve idea=on
• Crea=on of email templates and presenta=on scripts
• Compe=tor research and advisory role on cost adjustment and feature development on demand
• Presenta=on of quarterly sales reports to management

February 2019 – August 2019 Customer Support Agent at SupportYourApp

A B2C outsource -er-1 support of an established online payment system used across Europe and
Northern America. Par-cipa-on in the employee coordina-on team.

Highlights:

• Inbound and outbound calls concerning payment issues
• Processing general customer inquiries about the company, partnership inquiries
• Technical cases escala-on, logs monitoring
• Project team monitoring for -mely shiE aFendance
• Employee coordina-on in case of extraordinary situa-ons
• Great soE skill prac-ce and number of sa-sfied clients who went along the service

February 2018 – June 2018 SMM manager Internship at NEWSFRONT PR Agency

During the internship I was involved into crea=ng and implemen=ng Facebook and Instagram SMM
strategies, alongside with a crea=ve team of professionals for AWT Bavaria (such brands as BMW, Mini, Rolls
Royce and Aston Mar=n).

It supplied an understanding of the internal communica=on structure& hierarchy inside the PR agencies.
Besides, I believe both SMM skills and the prac=cal German – Ukrainian transla=on experience I obtained is
useful to develop my knowledge in the sphere of market communica=on and transla=on.

May 2017- April 2018 BIBO Global Opportuni:es ESL Teacher

The experience includes either teaching English language to students from Middle and South-East Asia or
providing them conversa=on or interview prac=ce.

Highlights:

• Dealing with different people from a set of cultures, responsible for providing quality English
language classes on behalf of the BIBO Global Inc
• Finding ways of linguis=c simplifica=on for people, who required it, was one of the challenges I had to
overcome
• Finding a solu=on for a technical problem in a short =me provided the experience of work in stress
environment
• Country studies and language skills gained throughout my studies helped me build a construc=ve and
effec=ve dialogue with the customers, who obtained their prac=ce in English

SKILLS
• Demo delivery • RFPs/RFIs
• Solu=on understanding/Product selec=on • Driving the sales process
• Business and customer understanding • Nego=a=ons
• Translate tech into outcomes • Holding QBRs
• Stakeholder rela=onship management • Managing renewal process
• Proac=vely addressing customer needs • Business correspondence and transla=on
• Requirements and success criteria • Mul=-cultural team collabora=on
gathering • Cri=cal thinking & aJen=on to details
• Solu=on customiza=on • Naviga=on in corporate environments
• Iden=fying expansion opportuni=es • Emo=onal intelligence & Cultural fluency
• Pitch delivery • Resilience & adaptability
• Discovery and qualifica=on • Risk analysis
• Buyer research • Market research
• Mailing templates crea=on • Analy=cal thinking
• Rela=onship building • Ac=ve listening
• Product messaging • Effec=ve communica=on
• Objec=on handling • Troubleshoo=ng

AWARDS AND RECOGNITION
• Future Leaders Exchange program (FLEX) Finalist 2013-2014
o Wyoming High School, MI, USA
• Civic Educa=on Week par=cipa=on in Washington DC to learn about civil projects development
o Homeless people societal reintegra=on project
o Interviews and lectures with Congress representa=ves
o US Department of state visits
• Award Winner of an English-Speaking Contest provided by the Zaporizhzhia Na=onal University –
2014
• 100 hours Volunteering experience at ‘Woman At Risk Interna=onal’

• Cer=fica=ons for various courses from LinkedIn Learning – from Excel to Customer Success to Project
management
• Cer=fica=ons for ABBYY products of Advanced Levels
• MEDDPIC cer=fica=on
• Kyiv Fashion Week modelling par=cipa=on

INTERESTS
My personal interests are driven by the mo=ve of enabling crea=vity and self-expression. I am fond of
pain=ng and crea=ng abstract and experimental illustra=ons. One of my greatest interests is music of
different genres and ages. Again, it goes to the use of crea=ve elements in various situa=ons that I admire.
Film photography is one my favorite hobbies ever! I also consider myself to be nice at cooking, being a huge
fan of Mexican and Vietnamese cuisine😊!