Валентина

Valentyna Kezlia
Customer Support | Team Lead | Customer Experience
[відкрити контакти](див. вище в блоці «контактна інформація») | Kyiv, Ukraine | Remote
[відкрити контакти](див. вище в блоці «контактна інформація»)

PROFILE
Customer support professional with 7+ years of experience working with US customers and international teams. Started in frontline support and progressed to a Supervisor role, combining hands-on customer service with team support, training and performance management. Experienced with escalations, quality checks, onboarding, KPIs and day-to-day support operations. Comfortable working in English by phone and email.
EXPERIENCE
Customer Support Supervisor
HEXA LCC | Sep 2021 – Jul 2026
• Led a team of 10+ support specialists and supported their performance and development.
• Maintained 95% error-free KPI performance across the team.
• Reached 98% of customer contacts being made within one minute of receiving a request.
• Built a stable team, with 90% of team members staying long-term.
• Reviewed calls and emails, followed up on mistakes and coached employees on how to improve their results.
• Ran training for employees at different levels and worked with KPI results and performance-based bonuses.
• Communicated company updates and new processes and kept internal workflows and Wiki documentation up to date.
Coach
HEXA LCC | Jun 2020 – Sep 2021
• Trained and onboarded 20+ new employees from their first day through the transition to independent work.
• Conducted training sessions, testing and practical assessments.
• Provided additional training for existing support agents to help them strengthen their skills and move to the next level.
• Followed new employees' performance during their first stages and gave individual feedback.
• Helped new employees adapt to the team and company processes.
Customer Support Specialist
HEXA LCC | Oct 2018 – Jun 2020
• Provided customer support to US customers by phone and email, working entirely in English.
• Took on Team Lead responsibilities and acted as the main point of contact for the support team during assigned shifts.
• Helped agents with difficult cases and escalations and handled refunds when needed.
• Coordinated with other departments to resolve customer and operational requests.
• Tracked tasks and workflows in Excel and internal systems and helped coordinate communication between customers and writers.
English Teacher
London Foreign Language Center | Sep 2016 – Sep 2018
• Taught English to individual students and groups at different levels.
• Prepared lessons around students' needs and learning goals.
• Tested students, tracked progress and adjusted lessons based on results.
Translator
Marriage Agency | 2015 – 2016
• Translated letters and correspondence between clients and assisted with written communication in English.
• Handled day-to-day correspondence and kept messages clear and accurate.
EDUCATION
Nizhyn Mykola Gogol State University
Specialist Degree in Philology | 2012 – 2017
CORE SKILLS
Customer Support • Team Leadership • Customer Experience • People Management • Performance Management • Coaching • Training & Development • KPI Management • Support Operations • Quality Assurance • Process Improvement • Onboarding • Zendesk • Escalation Management
LANGUAGES
English — Full Professional Proficiency Ukrainian — Native