Ірина

IRYNA KORETSKA

B2B Customer Success Specialist | Account Manager
Location: Spain (100% Remote / Flexible)
LinkedIn: [відкрити контакти](див. вище в блоці «контактна інформація»)
Phone / WhatsApp: [відкрити контакти](див. вище в блоці «контактна інформація») | Telegram: @IrinaKoretska | Email: [відкрити контакти](див. вище в блоці «контактна інформація»)

Languages: English (C1 – Fluent) | Portuguese (C1/C2 – Fluent) | Spanish (B2 – Conversational)
Ukrainian/Russian (Native)

PROFESSIONAL SUMMARY
Reliable and highly organized Multilingual B2B Customer Success Specialist and Customer Expert with over 6
years of international experience managing client journeys within digital and tech sectors (17+ years of total
professional communications expertise). Specializing in daytime portfolio farming, onboarding, workflow audit,
and client retention across European and LATAM markets. Proven track record of handling high-value
accounts, writing standardized operational scripts, driving organic account growth, and coordinating
cross-functionally to resolve complex escalations. Seeking a steady, daytime remote B2B Customer Success
or Account Management position.

CORE SKILLS
● Client Management: B2B Account Management, Customer Retention, Client Onboarding, CSAT &
NPS Tracking, Relationship Farming, Upsells & Cross-sales.
● Tools & Systems: Salesforce CRM, HubSpot, Jira, Confluence, Zendesk, Intercom, Microsoft Power
BI, Ahrefs, Google Workspace (Sheets, Docs, Slides).
● Operations & Communication: Escalation Resolution, Process Standardization, Conversational Script
Writing, SOPs, Cross-Functional Coordination, ROI Optimization.

WORK EXPERIENCE
B2B Account & Marketing Manager

WinWin Media Agency | Mar 2024 – Jun 2026

● Portfolio Management: Managed the day-to-day operations, inbound client onboarding, and post-sale
lifecycle of a dedicated portfolio consisting of 40+ international corporate clients and digital marketing
partners during European business hours.
● Commercial Execution: Successfully handled high-value inbound account inquiries, leading
negotiations and closing commercial deals with warm business leads to expand the agency’s market
share.
● Performance & Risk Auditing: Proactively audited incoming traffic quality for fraud mitigation,
analyzed client usage patterns, and monitored campaign ROI/ROMI to safeguard client budgets and
ensure financial compliance.
● Account Expansion: Drove organic revenue growth by utilizing performance data to identify account
expansion opportunities, successfully executing strategic upsells and cross-sales of platform upgrades.
● Cross-Functional Alignment: Coordinated internally with technical integration, billing, and legal
departments to resolve complex contract issues, streamline payment tracking, and protect overall
account health scores.

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Key Achievements: Maintained a 110%+ Net Revenue Retention (NRR) rate and boosted territory revenue
by 22% via strategic inbound upsells. Significantly increased partner loyalty, receiving explicit recognition
from key clients at an international industry conference for delivering fast resolution times, exceptional support
quality, and high-touch relationship management

Customer Success & Quality Manager

Talk with Us – Multilingual Business Process Outsourcing (BPO) Agency | Jan 2021 – Feb 2024

● Acted as a Subject Matter Expert for international communication channels, handling and resolving
critical B2B customer inquiries and platform escalations.
● Designed and structured comprehensive conversation scripts, objection handling frameworks, and
Standard Operating Procedures (SOPs) for English and Portuguese language workflows.
● Delivered structured, quality-focused onboarding frameworks and training guidance to support new
team members in maintaining target CSAT scores.
● Conducted daily quality assurance audits on interaction data, generating performance reports to
eliminate pipeline and communication bottlenecks.

Key Achievements: Personally designed a comprehensive library of conversation scripts, objection
handling frameworks, and SOPs for English and Portuguese workflows. Spearheaded cross-cultural
professional training in Spanish for the LATAM department, tailoring the guidance to local cultural mentalities;
successfully upskilled the team in high-touch client communication, objection handling, and conflict resolution,
significantly improving the team's operational results and stabilizing CSAT/NPS scores.

Account & Content Operations Manager

Contenteam – Multilingual Content Production & Translation Agency | Apr 2020 – Dec 2021

● Account & Vendor Management: Acted as the primary point of contact and account manager for a
distributed network of remote freelancers, including copywriters, translators, and data annotation
specialists.
● Workflow Coordination: Coordinated daily task assignments, monitored project deadlines, and
managed the digital onboarding process for remote content contributors.
● Editorial Quality Control: Reviewed, edited, and approved localized text materials and communication
guidelines using tools like Ahrefs to ensure strict alignment with corporate brand standards.
● Account Expansion: Collaborated with digital agency clients to identify content optimization gaps,
successfully executing cross-sales of translation packages to expand existing project scopes.

Key Achievements: Streamlined the localization pipeline using Ahrefs for content gap analysis,
successfully executing cross-sales of content packages to expand project scopes. Developed and
implemented an original text-rewriting methodology that optimized content uniqueness rates to strictly meet
target corporate metrics.

High-Value Account & Fraud Risk Specialist

Arvato CRM Solutions Iberia & LATAM (Lisbon, Portugal) | Mar 2019 – Mar 2020

● Fraud Risk Analysis: Audited high-ticket e-commerce transactions and premium hardware orders
flagged by automated security systems for manual verification.
● Data Verification: Cross-checked complex risk factors, analyzing critical discrepancies between
cardholder credentials, international billing addresses, IP locations, and delivery destinations,

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outbound security verification calls to international B2C/B2B clients to smoothly confirm order
authenticity while maintaining high CSAT scores.
● Revenue Protection: Prevented financial and inventory losses by mitigating chargeback risks and
friendly fraud under strict corporate Service Level Agreements (SLAs).

Key Achievements: Integrated data tracking via Power BI dashboards; redesigned and optimized the
manual verification checklist, which successfully increased daily processed transaction throughput
from 35 to 50 high-value reviews per agent while maintaining zero-error compliance.

Front Office B2B Operations & Account Coordinator

Mix Atividades Hoteleiras (Portugal) | Jan 2013 – Feb 2019

● Administered end-to-end B2B partner relations and logistics for international travel agencies and
corporate hospitality accounts.
● Managed high-volume reservations, tailored corporate contracts, and independently resolved
high-pressure client escalations.
● Key Achievements: Built long-term trust in a structured multilingual environment (EN, PT, ES, RU),
driving property revenue through organic upsells of premium service tiers.

EDUCATION

● Post Graduate Degree in Civil and Commercial Law | National University "Odessa Law Academy"
(2004 - 2010)

PROFESSIONAL DEVELOPMENT & CERTIFICATIONS

● International Remote Operations & Digital Marketing Certification | Helppy International Freelance
School (2020)
Focused tools & competencies: Digital Marketing Frameworks, Remote Business Coordination, CRM
Administration, and Virtual Collaboration Systems.

Corporate On-the-Job Training & Certifications | Arvato CRM Solutions & Kyivstar Telecommunications
(2008 – 2024)

● Cybersecurity & Data Privacy Frameworks: Advanced training in corporate access management,
client data security, and password-related breach protocols.
● Advanced Customer Service & Resolution Management: Specialized certification in solving
high-ticket client claims, resolving billing escalations, and technical problem-solving under strict SLAs.
● Nonviolent Communication (NVC) & Team Collaboration: Professional training in corporate conflict
resolution, empathetic business communication, and de-escalating high-risk client conversations.

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