Вiкторiя

Victoria Vasylenko

Customer Support Specialist

📞 📧
Antalya, Turkey - open to remote work or relocation​
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)​
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About me:

Customer Support Specialist with 9+ years of experience supporting users of digital products,
improving customer experience, and driving retention across international markets.

Strong background in user communication, onboarding support, feedback management, and
cross-functional collaboration. Proven ability to manage large user communities (100,000+),
resolve issues, and maintain high engagement and satisfaction levels.

Experienced in SaaS, mobile apps, and online platforms, working with multilingual audiences
(English, Russian, Ukrainian, Turkish). Skilled in building long-term user relationships and
supporting product growth through customer insights.

Work Experience:

Senior Community Coordinator / Customer Success Support (Remote)

DablTech LTD | Feb 2017 – Present

●​ Supported users across 6 international digital platforms (SaaS / mobile apps)
●​ Communicated with users via social media, chat, and digital channels
●​ Assisted users with onboarding, platform navigation, and issue resolution
●​ Managed and moderated 8 communities and 37 social media pages (~200,000 users)
●​ Monitored user feedback, reviews, and app store ratings across platforms
●​ Responded to customer inquiries, complaints, and service-related requests
●​ Collaborated with product, marketing, and support teams to improve user experience
●​ Helped increase user engagement and retention through proactive communication
●​ Identified user pain points and shared insights with internal teams
●​ Participated in webinars, live streams, and community events as a brand
representative

Customer Experience & Support / Coordinator (Part-time)

Netology (Online Education Platform) | ~4 years

●​ Supported students throughout the learning process
 ●​ Communicated with students and instructors across multiple channels
●​ Managed schedules, classes, and coordination between teams
●​ Assisted with resolving student issues and improving user experience
●​ Helped maintain smooth communication and positive learning environment

Customer Experience & Reputation Support Specialist (Part-time)

Skyeng (EdTech) | Apr 2016 – Mar 2023

●​ Monitored customer feedback across review platforms, forums, and social media
●​ Responded to user reviews and resolved customer concerns
●​ Strengthened brand trust through transparent and supportive communication
●​ Collaborated with marketing and support teams on customer experience
improvements

Administrator / Customer Service

Beauty Salon | 1 year

●​ Managed appointment scheduling and booking system
●​ Handled phone calls, messages, and client inquiries
●​ Processed payments and maintained customer records
●​ Provided a welcoming and positive customer experience

Skills:

●​ Customer Success & Retention
●​ Customer Support & Communication
●​ User Onboarding & Engagement
●​ Issue Resolution & Conflict Management
●​ Customer Experience (CX)
●​ Community Management
●​ Feedback & Review Management
●​ Cross-functional Collaboration
●​ Scheduling & Coordination

Tools:

Slack, Notion, Jira, Google Workspace, CRM systems, chat & ticketing tools,​
Meta Business Suite, YouScan, Hootsuite, Google Analytics.

Education:
Kyiv National University of Technologies and Design​
Master’s Degree - Automation and Computer-Integrated Systems

Professional training:

Netology (Online Education Platform)

●​ Product Marketing Manager (6 months)
●​ Content Marketing & Media Strategy
●​ PR in Digital
●​ Internet Marketing (Middle → Senior)

Languages:

English — B2 (IELTS 6.5)​
Turkish — B1​
Russian — Native​
Ukrainian — Native

References:

Available upon request.