Maksym

Maksym Kotliarov
Account Manager
International Client Relations and Retention
Modena, Italy | Full-time remote | Available immediately | Telegram: @cottlem
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PROFESSIONAL SUMMARY
Client relations professional with 6+ years in international B2C markets, specialising in ongoing account support,
retention and escalation resolution. Combines English-language communication, CRM discipline and team
leadership with practical AI skills for research, drafting and digital projects.
CORE SKILLS
Account management, client retention and reactivation, high-value client service, needs analysis, negotiation,
issue resolution, follow-up management, CRM records, KPI reporting and team coordination.
PROFESSIONAL EXPERIENCE
International Client Services Companies (NDA)
Sales and Retention Roles | Remote | Jan 2022 - Feb 2026
Retention Team Lead: Mar 2024 - Feb 2026 | Retention Manager: Sep 2023 - Feb 2024
Sales Team Lead: Mar - Aug 2023 | Retention Manager: Jun 2022 - Feb 2023
Sales Manager: Jan - May 2022
- Managed 15-20 active client relationships per day across Europe, Australia, Canada and the UK, maintaining
follow-ups and supporting repeat business.
- Served as a consistent point of contact for returning and high-value clients; handled enquiries, complaints,
reactivation and relevant product recommendations.
- Resolved escalated issues and rebuilt trust with customers at risk of leaving through calm communication and
clear next steps.
- Maintained amoCRM records and tracked conversion, retention and average transaction value to guide daily
priorities and client follow-ups.
- Led teams of 7-8 agents, supported recruitment and onboarding, and coached colleagues through complex
client conversations.
British American Tobacco
Retail Sales Consultant | Ukraine | 2019 - 2021
Advised customers, matched products to their needs and regularly ranked among top sales performers.
Assisted international customers in English and tracked sales and conversion metrics.
SELECTED DIGITAL PROJECTS
Created AI-assisted web and Telegram projects, combining content development, visual direction and iterative
improvements.
TOOLS AND AI SKILLS
Business tools: amoCRM, Google Sheets, Microsoft Excel, Zoiper/VoIP, Slack, Rocket.Chat, email and
messaging platforms.
AI: Use AI for research synthesis, client-message drafts, spreadsheet assistance and structured task
instructions, reviewing outputs before use. Tool knowledge includes ChatGPT, Claude, Gemini, Perplexity,
Codex, Cursor and Claude Code; familiarity with no-code and generative media tools.
LANGUAGES AND EDUCATION
English: B2, professional working proficiency | Ukrainian and Russian: native | Italian: B1 | Polish: A1
General Secondary Education | Secondary School No. 5, Sokal, Ukraine | 2018