Ярославна

Yaroslavna Shyshakova
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

Professional Summary
Customer Support and Client Relations Specialist with 4+ years of experience in international SaaS and software
environments. Experienced in managing high-volume customer communication via phone, email, and chat, resolving
customer inquiries, identifying client needs, and providing tailored solutions. Skilled in CRM systems, customer
retention, subscription support, and cross-functional collaboration with Sales and Technical teams. Strong
communication, problem-solving, and relationship management skills with a customer-focused approach.

Professional Experience
B2B Customer Relations & Sales Experience | Avanquest / pdfforge
2024–2026
• Consulted business clients on software licensing, subscriptions, and available solutions.
• Assessed customer needs and recommended appropriate products and solutions.
• Supported customers throughout the decision-making and renewal process.
• Assisted with subscription renewals, retention, and upselling opportunities.
• Managed customer interactions and maintained accurate records in HubSpot CRM.
• Worked with customers to address questions and provide clear product-related information.
Customer Support Representative | Upclick
March 2021–2024
• Managed high-volume customer communication via phone, email, and chat.
• Assisted customers with product, subscription, and account-related inquiries.
• Identified customer needs and provided relevant solutions and recommendations.
• Handled customer objections and difficult situations while maintaining a positive customer experience.
• Supported subscription renewals, customer retention, and product recommendations.
• Maintained accurate customer information and interaction history in CRM systems.
• Collaborated with Sales and Technical teams to ensure appropriate customer support and issue resolution.

Core Skills
Customer Support • Customer Communication • Client Relations • Problem Solving • Customer Needs Analysis •
Customer Retention • CRM Systems (HubSpot, Zendesk) • Email, Chat & Phone Support • Complaint & Objection
Handling • Cross-Functional Collaboration • SaaS & Software Support • Relationship Management • Time
Management • KPI-Driven Performance

Languages
English — C1 • German — C1 • Ukrainian — Native • Russian — Native

Education
Master's & Bachelor's Degrees in German Language and Literature
H.S. Skovoroda Kharkiv National Pedagogical University | 2017–2022