Ольга

Olha Tkachuk
Client Resolution & Sales Specialist | Sales Consultant |
CRM Manager | Quality Control Specialist | Sales
Representative | English Teacher

Experience
Summary
Client Resolution & Sales Specialist May 2026 - Aug 2026
Client Resolution & Sales Specialist Confidential Sales Company Kyiv, UA, Ukraine
with 3+ years of experience across
consultative sales, client Handled clients with complaints, negative experiences, or unresolved
relationship management, CRM issues, identifying the underlying cause of their concerns and
analysis, and quality control in an working toward an appropriate solution.
international environment. Skilled Worked with an international client base, including customers
in needs analysis, objection from Ireland, the UK, the Netherlands, Denmark, and Malta.
handling, negotiation, relationship Conducted detailed needs and situation assessments to understand
building, and guiding clients each client’s circumstances, expectations, previous experience, and
through complex decision-making desired outcome.
and conversion processes. Presented available company services and solutions based on the
Experienced in analyzing sales client’s individual situation and needs, focusing on the practical value
KPIs, CRM data, and customer and relevance of each option.
interactions to identify performance Used consultative communication and solution-oriented sales
trends and opportunities for techniques to turn challenging client interactions into opportunities
improvement. Strong cross-cultural for resolution and conversion.
communicator with a proven ability Handled objections, skepticism, frustration, and resistance with
to build trust, resolve challenging patience and professionalism, maintaining control of conversations
client situations, and contribute to while building trust.
sales performance and continuous Explained available solutions clearly and transparently, ensuring
improvement. clients understood the process, value, and expected outcomes before
proceeding.
Built rapport with clients who initially approached the company with
Contact Info a negative perception or lack of trust, using active listening and
empathetic communication to establish credibility.
[відкрити контакти](див. вище в блоці «контактна інформація») Guided clients through the full decision-making and onboarding
[відкрити контакти](див. вище в блоці «контактна інформація») process, from understanding their issue to selecting and proceeding
m with an appropriate company service.
Maintained a confident and professional communication style when
Kyiv, UA, Ukraine handling emotionally challenging and high-resistance conversations.
Combined relationship-building, needs analysis, objection handling,
Skills negotiation, and closing skills to achieve successful client
conversions.
Needs Analysis & Sales Consultant Jan 2025 - Apr 2026
Objection Confidential Sales Company Kyiv, UA, Ukraine
Handling
Returned to the sales team for a six-month period, resuming
Client Relationship responsibility for lead qualification, client needs analysis, product
Management presentation, objection handling, and deal closure.

CRM & Sales
Performance
Analysis

Cross-Cultural CRM Manager Jun 2024 - Jan 2025
Communication Confidential Sales Company Kyiv, UA, Ukraine

KYC & Client Due Oversaw and organized sales performance data for a team of sales
Diligence agents, tracking leads, conversions, closed deals, and client
activity.
Worked extensively with Excel-based CRM reports and
Negotiation & performance trackers, monitoring key sales metrics such as lead
Closing volume, conversion rates, deal numbers, and individual agent
Techniques performance.
Tracked the lead-to-conversion journey, analyzing how incoming
Consultative Sales leads progressed through the sales funnel and identifying patterns
& Lead Conversion in successful and unsuccessful conversions.
Recorded and analyzed data on converted clients and their
countries of origin to evaluate sales performance across different
geographical markets.
Assessed country-level sales performance to identify markets with
stronger conversion potential and determine which regions
generated more favorable results.
Evaluated the performance of different payment solutions and
online banking systems, comparing transaction success rates and
identifying more effective payment methods.
Compared sales results across agents, markets, and reporting
periods to identify performance trends, inconsistencies, and
opportunities for improvement.
Prepared concise performance summaries and data reports for
the team leader when required, highlighting relevant sales
indicators and key findings.
Translated raw CRM data into actionable insights related to lead
quality, conversion performance, geographical markets, and
payment success rates.
Provided sales management with data-driven information to
support decision-making and improve team performance.
Structured and organized large volumes of sales information in
Excel, making data clear, accessible, and suitable for ongoing
analysis and reporting.
Applied strong attention to detail and analytical skills when
working with sales KPIs, client data, conversion statistics, and
transaction-related information.
Quality Control Specialist Jan 2024 - May 2024
Confidential Sales Company Kyiv, UA, Ukraine
Reviewed and evaluated recorded sales calls to assess agent
performance, communication quality, adherence to established
procedures, and overall sales effectiveness.
Identified critical mistakes, missed opportunities, and
communication issues that negatively affected deal progression or
resulted in lost sales.
Analyzed sales conversations to determine the key factors
influencing successful and unsuccessful outcomes.
Provided agents with individualized feedback and practical
recommendations aimed at improving their communication, sales
techniques, and overall performance.
Developed and presented actionable solutions and alternative
approaches to help agents overcome recurring challenges and
increase their conversion potential.

Identified patterns in agent performance and highlighted common
objections, communication gaps, and process-related
issues affecting sales results.
Worked directly with sales agents to help them improve needs
analysis, objection handling, product presentation, rapport-
building, and closing techniques.
Supported continuous improvement by translating call-
monitoring findings into specific coaching points and
performance recommendations.
Maintained an objective and detail-oriented approach when
evaluating calls, ensuring that feedback was constructive,
evidence-based, and focused on measurable improvement.
Contributed to improving the overall quality of customer
interactions and helping sales agents achieve stronger sales
outcomes.
Sales Representative Jun 2023 - Jan 2024
Confidential Sales Company Kyiv, UA, Ukraine
Managed both cold and warm leads, conducting sales calls and
guiding prospective clients through the full sales cycle from initial
contact to successful conversion.
Worked with an international client base across Canada, Ireland, the
UK, the Philippines, Malaysia, South Africa, Denmark, Finland,
Norway, the Netherlands, and Malta.
Conducted KYC and in-depth needs assessments to understand
clients’ backgrounds, goals, expectations, previous experience with
similar products, and reasons for considering a new solution.
Presented and positioned the product according to each
client’s individual needs, objectives, and expectations, clearly
communicating its value and benefits.
Built strong rapport and trust with clients through confident verbal
communication, active listening, patience, and a personalized
approach.Identified clients’ concerns, objections, and decision-
making barriers, applying tailored objection-handling techniques to
address doubts and move conversations toward a decision.
Managed extended sales conversations, sometimes spending several
hours with a single client to answer questions, overcome concerns,
establish trust, and complete the deal.
Guided clients through the entire sales process, from initial contact
and product presentation to payment and final transaction
completion.
Worked with various European payment solutions and online
banking systems, assisting clients with payment-related processes
when required.
Consistently worked toward monthly deal-volume targets and
conversion-rate (CR) KPIs, achieving an average of 5–6 closed deals
per month and reaching a maximum of 12 closed deals per month.
Applied consultative selling, active listening, needs analysis,
relationship-building, and objection-handling
techniques throughout the sales cycle.
Maintained a confident and engaging telephone presence, effectively
capturing clients’ attention and keeping them engaged throughout
lengthy sales conversations.
Successfully converted qualified prospects into clients by
combining product knowledge, persuasive communication,
emotional intelligence, and strong closing skills.
Developed strong interpersonal and cross-cultural communication

skills through regular interaction with clients from diverse cultural
and professional backgrounds.
Sep 2022 - Apr 2023
NA EASY Kyiv, UA, Ukraine
The position of English teacher:
Taught teenagers and adult learners across different levels of
English, tailoring lesson content and teaching approaches to
students’ individual abilities and goals.
Prepared and delivered lessons using the school’s proprietary
online learning platform, drawing on its extensive collection of
coursebooks, supplementary materials, exercises, and educational
resources.
Developed lessons around a wide range of topics, incorporating
varied tasks and activities to maintain student engagement and
encourage practical use of English.
Used interactive quizzes, discussions, video materials, podcasts,
and other multimedia resources to develop students’ listening
comprehension, vocabulary, speaking, and critical-thinking skills.
Integrated authentic English-language content into lessons to
expose students to natural language, different accents, and real-
life communication.
Designed individualized tests for each student, taking into account
their current level, areas of difficulty, and learning progress.Used
assessment results to identify knowledge gaps and areas for
improvement, adapting subsequent lessons accordingly.
Incorporated Memrise as a supplementary vocabulary-learning
tool, helping students build and regularly review their active
vocabulary.
Provided individual feedback and targeted support, helping
students address specific language difficulties and make consistent
progress.
Maintained a flexible and student-focused learning environment
that encouraged active participation, regular practice, and greater
confidence in using English.
Oct 2021 - Apr 2022
Greenwich School Kyiv, UA, Ukraine
The position of English teacher:
Delivered English training to employees of the central tax service
office in Kyiv, combining General English with specialized
professional terminology.
Provided instruction in tax-related English vocabulary and
terminology relevant to learners’ professional responsibilities.
Designed and delivered lessons focused on professional
communication, speaking, grammar, vocabulary, listening, and
practical workplace English.
Adapted lesson content and materials to learners’ professional
backgrounds and sector-specific communication needs.
Developed learners’ ability to understand and confidently
use specialized tax and business terminology in English.
Incorporated supplementary and authentic materials to expand
learners’ professional vocabulary and communicative
competence.
Supported learners in applying English to real-world workplace
and professional communication contexts.

Sep 2021 - Mar 2022
EDC Learn Kyiv, UA, Ukraine
The position of English teacher:
Taught English to students aged 9–16 in a face-to-face classroom
setting, supporting their development across core language skills
and helping them meet the requirements of the school curriculum.
Delivered structured lessons aligned with the school syllabus,
covering grammar, vocabulary, reading, listening, speaking, and
topic-specific language.
Integrated supplementary exercises, authentic materials, and
additional resources to expand upon coursebook content and
reinforce key language concepts.
Worked with international coursebooks, including Focus 1–4, Real
Life, Fly High 1–4, Navigate Pre-Intermediate, and Navigate
Intermediate, selecting and adapting materials according to
students’ proficiency levels.
Organized Speaking Clubs and Smart Clubs on a biweekly basis,
providing students with additional opportunities to practice
English beyond regular lessons.
Developed activities that encouraged students to apply newly
acquired language through discussions, pair and group work,
presentations, and practical communication tasks.
Adjusted the pace, complexity, and format of classroom activities
to accommodate different proficiency levels, learning styles, and
individual student needs.
Evaluated students’ performance through classroom activities and
continuous observation, identifying areas requiring additional
practice and reinforcement.
Provided regular academic feedback and guidance, helping
students recognize their strengths and improve areas of difficulty.
Maintained an engaging and well-structured classroom
environment that encouraged active participation, independent
thinking, and confidence in using English.
English Teacher Sep 2020 - May 2021
Just School Kyiv, UA, Ukraine
Delivered online English lessons to children, teenagers, and adults,
adapting instruction to learners’ age, proficiency level, and
individual learning needs.
Conducted grammar- and vocabulary-focused lessons, combining
structured language practice with communicative activities.
Led Speaking Clubs for teenagers and adults, focusing on fluency,
conversational skills, pronunciation, and confidence in spoken
English.
Conducted Smart Clubs for children aged 6–9, using interactive
and age-appropriate activities to develop communication skills
and encourage active participation.
Coordinated the work of native English-speaking teachers,
facilitating effective communication between teachers, students,
and parents.
Supported communication with parents regarding students’
lessons and learning-related matters.
Adapted teaching materials and classroom activities to different
learner profiles and levels of English proficiency.

Education
Humanities - Bachelor's Degree
National Pedagogical Drahomanov University
2019 - 2023 Kyiv, Ukraine