Daryna

Daryna Bilyk
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Ukraine, remote (work-ready during outages)

Customer Support

Summary
Customer-focused specialist with 8+ years of experience in CRM systems, payments, transactions, and
customer-related operations. Experienced in resolving operational issues, analyzing performance, monitoring
KPIs, and preparing reports and statistics. Detail-oriented and solution-oriented, with strong communication
skills and the ability to quickly learn new tools and processes.

Experience Soft skills
CRM Manager | Skills-profit | March 2022 - August 2026 Customer Communicatio n

Processed user transactions in CRM systems, including balance Problem Solving

adjustments, bonus allocation, and withdrawal requests; handled Critical Thinking

KYC procedures and responded to customer inquiries via chat Attention to Detail

and email.
Adaptability

Worked with multiple CRM systems, maintaining accurate Time Management

databases and ensuring data quality; coordinated task allocation Team Collaboration
across the team, tracked completion, and ensured deadlines
were met.
Hard skills
Prepared analytical reports and performance statistics based on CRM Systems

management requests.
Customer Support

Maintained administrative spreadsheets covering KPIs, KYC Procedures

commissions, schedules, and internal performance data.
Payment & Transaction Operations

Managed operational processes related to user balances, Data Analysis & Reporting

payments, transactions, and partner interactions.
KPI Tracking & Performance
Communicated with payment providers, cryptocurrency Reporting

exchanges, and external partners to resolve operational issues Microsoft Excel, Word & Outlook
and ensure smooth cooperation.
Language
CRM Manager | BnB Solutions | October 2021 - March 2022
English - Intermidiate
Managed daily team operations by distributing tasks among
managers, monitoring task completion, organizing schedules, and
Education
ensuring deadlines were met.

Analyzed large datasets and traffic quality to identify Dniprovskiy State Technical University

performance trends, issues, and opportunities for process Finance, banking and insurance

improvement.
Bachelor's Degree

Optimized internal workflows and processes to improve team 2016 - 2017
efficiency and streamline daily operations.

Dniprovskiy State Technical University

Developed reporting and analytics templates to standardize
Applied Mathematics

performance tracking and simplify data analysis.

Magister Degree

Conducted sales and software training for employees, explaining
2012 - 2017
workflows, internal tools, and processes, and supporting their
onboarding.

CRM Manager | Strong Media | September 2018 - October 2021
Led the CRM Department, coordinating day-to-day operations
and supporting team performance.

Managed lead distribution among sales managers, selecting the
most suitable account manager for each client based on their
needs and profile.

Analyzed sales team performance and partner results to identify
trends, issues, and areas for improvement.

Coordinated tasks between departments and monitored their
implementation to ensure smooth cross-team collaboration.

Conducted sales and software training for employees, building
their product knowledge and supporting effective use of internal
tools.