Юлія

JULIA KORSHNIAVA
TEAM LEAD
Czech Republic, Brno | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») / [відкрити контакти](див. вище в блоці «контактна інформація»)

Results-driven Delivery Manager with 3+ years of experience in customer support leadership and operational
excellence. Proven track record of building high-performing teams, optimizing processes, and driving
efficiency improvements. Skilled in team development, KPI management, and cross-functional collaboration.
Passionate about creating a positive customer experience and building an exceptional support.

SKILLSET
Team Leadership & Development • Customer Support Management • Project Management • Process
Optimization • KPI & Performance Management • Scheduling & Resource Allocation • Statistical Analysis &
Reporting • Hiring & Onboarding • Decision-Making • Conflict Resolution • Cross-functional Collaboration •
Jira, Zendesk, Amplitude Analytics

PROFESSIONAL EXPERIENCE

Delivery Manager, Everhelp Nov 2025 - Present
Leading cross-functional coordination between customer support, product, and technical teams to
streamline workflows and eliminate bottlenecks in service delivery
Managing resource allocation and capacity planning for 10+ team members, optimizing workload
distribution to maximize efficiency and prevent burnout
Developing and tracking key delivery metrics and KPIs, providing regular reporting to stakeholders
on project status, risks, and opportunities for improvement
Managing team lead and fostering a culture of ownership, accountability, and continuous learning
within the delivery organization
Ensuring adherence to quality standards and SLAs while maintaining high levels of customer
satisfaction throughout the delivery lifecycle
Spearheaded the launch of AI assistant integration into customer support operations, coordinating
cross-functional efforts between technical, product, and support teams to ensure seamless
implementation and adoption
Customer Support Team Lead, Everhelp Dec 2023 - Nov 2025
Led and developed a team of 15+ support specialists, building two specialized sub-teams with
streamlined processes
Optimized customer support processes, resulting in measurable improvements in team efficiency
and service quality
Monitored and analyzed KPIs, developing data-driven strategies to continuously improve service
quality
Coordinated workflow, workload distribution, and resource allocation across multiple channels
Managed complex escalations and provided expert support for challenging customer cases
Cultivated positive team culture through effective communication with management and cross-
functional departments

Shift Lead, Everhelp July 2023 - Dec 2023
Provided direct operational management of support team shifts, ensuring continuous and efficient
operations
Created and managed schedules for 20+ employees, optimizing coverage and team performance
Monitored real-time team performance and proactively addressed operational challenges
Facilitated team communication and resolved operational issues to maintain service quality
Maintained comprehensive statistical documentation and reporting for performance tracking

Customer Support Representative, Everhelp Sep 2022 - July 2023
Delivered high-quality support to customers through multichannel communications (email, live chat)
Mastered multiple product lines and quickly learned technical features to provide expert assistance
Diagnosed and resolved customer issues in real-time, ensuring high satisfaction rates

English Tutor, Freelance Sep 2021 - May 2022
Provided personalized one-on-one English language instruction to students of varying proficiency
levels, from beginners to advanced learners
Developed customized lesson plans and learning materials tailored to individual student goals,
learning styles, and pace of progress
Taught comprehensive language skills including grammar, vocabulary, pronunciation, reading
comprehension, and conversational fluency

EDUCATION
Master's Degree, Applied Linguistics Sep 2024 - Dec 2025
Lviv Polytechnic National University
Bachelor's Degree, Applied Linguistics Sep 2020 - July 2024
Lviv Polytechnic National University

CERTIFICATIONS
Soft Skills Intensive: Effective Communication for Managers - Genesis Tech (Dec 2025)
Project Management Online School - Genesis Tech (Dec 2025)
Personnel Management: Effective Tools - UCU-online (May 2025)
Hiring Managers Online Course - Genesis Tech (Aug 2024)
Leadership Online Course - Genesis Tech (Nov 2023)
ADDITIONAL INFORMATION

Languages: Ukrainian (Native), English (Advanced), German (Intermediate), Polish (Intermediate),
Czech (Beginner)