Контактна інформація

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Досвід роботи

Customer service manager

з 01.2023 по 07.2026 (3 роки 7 місяців)
Everest, рекламная компания полного цикла, Дистанційно (Маркетинг, реклама, PR)

.Client Relationship Management: Oversaw end-to-end communication with clients in a fast-paced marketing environment, ensuring high levels of client satisfaction and retention.
. Cross-Functional Collaboration: Partnered with media buying, marketing, and sales teams to streamline client onboarding, clarify technical deliverables, and align campaign expectations.
. Issue Resolution & Escalation: Managed complex client inquiries and technical support tickets, consistently adhering to internal Service Level Agreements (SLAs).
. Process Optimization: Developed and implemented standardized communication protocols and FAQ templates to improve team efficiency and response accuracy.
. Performance Monitoring: Tracked essential support metrics (First Response Time, Resolution Rate, and CSAT) to drive continuous improvement in customer experience.

Head of customer support

з 07.2020 по 07.2021 (1 рік)
Fred martins (IT)

Освіта

Lviv university of trade and economics

Business administration, Львів
Вища, з 2020 по 2024 (4 роки)

Додаткова освіта та сертифікати

English language

2025, 1year

Знання і навички

• Self motivation
• Data management
• Understandability
• Комунікабельність

Знання мов

Англійська — просунутий

Додаткова інформація

Results-driven Customer Service Manager with proven expertise in leading high-performing support teams, optimizing service workflows, and elevating customer retention. Adept at leveraging data-driven insights to improve key service metrics, while implementing robust standard operating procedures. Possesses strong conflict-resolution skills and a strategic approach to managing high-stakes client escalations and cross-departmental collaboration.