Юлія

YULIIA HAMZA
Lisbon, Portugal | Worldwide
Remote | hybrid
English (C1), Ukrainian (native), Portuguese (A2)

SUMMARY
Onboarding & L/D Specialist. 4 years of experience in building structured systems, analyzing performance metrics, and
improving workflows in a wellness tech environment, and a lot more. I work closely with data, identify weak points, and
optimize processes to enhance user and team experience. Experienced in creating clear documentation, testing learning
flows and collaborating cross-functionally with product and support teams. I’m naturally detail-oriented and curious, I
enjoy diving deep into topics and finding practical solutions. Solo travel, yoga, the gym, and even my experience as a
musician shaped my resilience, adaptability, and ability to navigate uncertainty with a clear, solution-oriented mindset.

CORE SKILLS
Onboarding & Management program instructional design Process monitoring & Continuous updates
Training needs analysis,forming learning objectives Data analysis (performance & learning
Knowledge base & Documentation management metrics)
Performance evaluation & Progress tracking Sales & Support
Training & Workshop facilitation Customer engagement

SOFT SKILLS
Curiosity System&Analyticl thinking
Empathy Ownership & Responsibility
Work with a large audience & Coaching mindset Adaptability and resilience
Schedule organization & Time management

TOOLS & PLATFORMS
CRM & Tools: Slack, Google Docs/Sheets,
AI Tools (training, documentation, simulations)
Apptivo, FastSpring
Knowledge base: Confluence/Atlassian (Jira)
Workflow optimization & Documentation:
Support tools: Zendesk, Intercom, LiveChat
Canva, Notion

PROFESSIONAL EXPERIENCE
Onboarding & Learning / Development specialist
Health/Wellness Support Company Uniwell | Remote
August, 2025 - June 2026
Led onboarding, learning & development, and knowledge base management for fitness and nutrition products,
focusing on improving user activation, retention, and internal team performance.

Key responsibilities:
Design and manage onboarding programs for newcomers
Analyse metrics and find weak points to improve and create training
Developed learning materials, internal guides, and training programs
Created and facilitated workshops for team development
Creating articles and managing the knowledge base in Confluence
Collaborated with support and product teams to improve user experience

Achievements
Built and implemented an onboarding structure currently used across the team
Led internal workshops improving team knowledge and performance
Improved knowledge base usability by restructuring content and documentationє
Increased Trustpilot/App Store ratings through improved onboarding and support education
Took ownership of L&D direction within the department

Workout Buddy / Online Fitness&Nutritional support- Uniwell
Fitness&Nutrition Apps (MadMuscles, Unimeal, HARNA) | Remote
June 2024 - August 2025
Personal users support (multilingual) in chat with training routines, nutrition basics, motivation, and
consistency. Helped users achieve their goals, track progress, work with the app and stay engaged.
Combined empathy, accountability, and structure to improve user retention.

Key responisbilities:
Consult users on nutrition and training, maintain their motivation to achieve goals via live chat
(Intercom, Zendesk) and become their go-to buddy throughout the journey
Handle user inquiries in a friendly but professional manner, ensuring a positive and engaging
communication experience
Contribute to building and improving a comprehensive knowledge base
Follow-up users, working on LTV and encouraging atmospehere
Create personalized training and nutrition plans tailored to the user's needs and physical condition

Achievements
Maintaining a consistently high level of quality, with a quality rate of 95% and higher
Internal promotion to the position of Onboarding Manager

Sales manager/ Tech support- GotYourBackSupport
IT technical assistance company GotYourBackSupport | Remote/Hybrid
January 2022-June 2024
Providing remote technical assistance and sell technical service to users all over the world, as well as
being the voice of our partners' brands and the main tool for building trust and open relationships with
their customers.

Key responisbilities:
Process incoming calls, messages in the chat (warm database)
Check -up, diagnose and sell technical service and software subcriptions to English-speaking
customers all over the world
Upsell or cross-sell products or services where appropriate
Maintain a friendly, professional attitude to foster positive customer relationships
Work with CRM and internal database
Take part in regular trainings and team meetings to enhance skills and coordinate efforts

Achievements
Stabily high KPIs and strong performance, was able to advance from a junior to a senior sales
representative
Assistance with onboarding new employees
Consistently high QC rating and positive customer reviews