Дар'я

DARIA PROFILE
Customer Support & Service Operations leader with 10+ years of building and scaling support
SYPKO organizations from scratch — up to 100+ people across 3 locations, including a cross-border
remote team. Full-cycle ownership of the support function: strategy, SLA/OKR design, hiring
Head of Customer Support & and remote onboarding, knowledge base and training, quality assurance, escalations and
Service Operations incident communication. Led helpdesk re-platforming and API-integrated chatbot
automation that cut average response time by 27% YoY while holding 97%+ CSAT on 15,000+
CONTACT monthly interactions. Bridges Support with Product and Engineering to turn recurring
[відкрити контакти](див. вище в блоці «контактна інформація») customer pain points into system and process changes.
[відкрити контакти](див. вище в блоці «контактна інформація»)
Wrocław, Poland 97%+ 15,229 <20 min −27% 100+
CSAT across all interactions / first response in avg response time people, 3 locations
www.linkedin.com/ channels month (peak) chat YoY
in/daria-sypko
CORE SKILLS EXPERIENCE
Support Strategy, SLA & OKR Design Operations Director / Project Lead Aug 2021 – June 2026
Support KPIs: CSAT, FRT, Resolution Migrand · B2B2C photo-print service for professional photographers · Remote (Ukraine /Poland)
Time, SLA compliance, FCR • Support strategy & SLAs. Owned the customer support function within the operations portfolio:
Hiring, Remote Onboarding & support roadmap aligned with CEO quarterly planning; SLA, KPI and OKR targets tied to business
Mentoring goals. Set first-response SLAs with separate peak/off-peak targets (<20 min chat, <60 min email) as
Knowledge Base, Self-Service & core KPIs for the Head of Support; held CSAT above 97% at up to 15,229 interactions/month (May
Training 2025).
Quality Assurance Frameworks • Helpdesk re-platforming. Led the Zoho → Bitrix24 migration for support: gathered
Escalation & Incident requirements from 4 departments, wrote BRD/FRS, designed ticket routing, channel workflows
and knowledge-base structure; ran UAT on contractor deliverables and drove revisions.
Communication
Key Account (VIP) Service Helpdesk • Chatbot & automation. Owned requirements and acceptance testing for a customer chatbot
integrated with the CRM via API and for automated request handling — defined which cases the
/ CRM Re-platforming (BRD/FRS,
bot resolves and which it escalates to agents — cutting average response time from 1.5 to 1.1
UAT) hrs.
Chatbot & Workflow Automation
• Key accounts (VIP). Segmented clients by turnover and set up a dedicated key-account service
Support–Product–Engineering line: client representatives owning annual partner portfolios with turnover-based KPIs —
Alignment revenue +10% off-season, +25% in peak season.
Workforce & Budget Planning • Escalations & incidents. Built cross-team hand-off protocols for technical incidents and critical
Business Continuity & Risk client requests; set up customer notifications during service outages; authored business-
Reviews & Reputation Management continuity plans (risk assessment, impact analysis, power/connectivity-outage playbooks).
• Support ↔ Product ↔ Engineering. Acted as the bridge between support teams, users and
TOOLS developers: channelled recurring customer pain points into requirements and system changes,
and brought teams through adoption of new tools.
Helpdesk / CRM: Bitrix24 (migration
• Scale & cost. Managed 4 team leads directly; scaled the organization from 30+ to 100+ people
owner), Zoho CRM
across a second location with per-function KPI/SLA frameworks (Support, Sales, Marketing, HR).
Automation: API-integrated CRM Planned headcount via cost-per-contact; built budgets, payroll and compensation packages
chatbot; n8n (applied course, built validated with the CEO.
Telegram bots with API integrations)
• Reviews & reputation. Owned the handling of public customer reviews: set response standards
Other: Jira (user), Google
Workspace, MS Office, draw.io, and guidelines for the team and turned recurring review themes into product and process
Basecamp, Canva, AI assistants improvements.
(Claude) for data analysis & Strategic Assistant to CEO / Head of Operations Apr 2019 – Aug 2021
reporting Migrand · Hybrid(Ukraine)
• Built and led the customer support department from 0 to 30+ agents across 3 locations,
LANGUAGES
including a cross-border remote team (Ukraine, Belarus), managing through 4 team leads.
Ukrainian — Native
• Designed a fully remote hiring and onboarding program — training curriculum, documentation,
Polish — B1
tone-of-voice standards — so new agents could ramp up without on-site training.
English — B2 (professional)
• Created the corporate knowledge base and internal documentation, standardizing processes
and significantly cutting onboarding time.
• Set up quality monitoring: regular reviews of real customer cases, tone-of-voice standards and
EDUCATION feedback loops for agents and team leads; introduced an ‘Internal Customer’ model to apply the
MA in Political Science same service standards between departments.
Oles Honchar Dnipro National • Developed cross-departmental KPI frameworks and executive dashboards for CEO decision-
University, 2014–2016 making; facilitated strategy workshops.
Head of Customer Support / Operations Manager Aug 2018 – Apr 2019
• Designed and scaled multi-channel support (phone, email, chat) with response-time metrics
and quality standards; mentored team leads and agents through regular case reviews.
Customer Support Specialist Apr 2016 – Aug 2018
• B2C customer support; proposed process improvements based on customer feedback, which
led to promotion into leadership.