Контактна інформація

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/20652856/

Досвід роботи

Customer Success Manager

з 05.2023 по 10.2026 (3 роки 6 місяців)
Playroll, Remote (Recruiting and HR)

•Managed a strategic enterprise and mid-market portfolio of 60+ accounts representing $1.8M in total ARR, acting as the primary partner for global payroll operations, deployment, and long-term value realization.
•Retained $1.2M+ in ARR and reduced overall portfolio churn by 18% through proactive health monitoring, executive business reviews (EBRs), and systematic engagement triggers.
•Drove a 92% net renewal rate and secured $210K+ in annual expansion revenue (upsells and cross-sells for additional global payroll entities) by using product usage data in Salesforce and Pendo to spot growth signals.
•Spearheaded structured onboarding for global accounts, increasing feature adoption by 35%, cutting initial support tickets by 25%, and reducing time-to-value from 14 days to 10 days.
•Partnered with Payroll, Operations, Product, and Finance to resolve complex multi-region deployment barriers, introducing tailored workflow templates that boosted mature-account engagement by 40%.
•Trained a team of 10 support specialists on advanced escalation frameworks, improving team CSAT by 12% and maintaining a consistent 92%+ rating across all account touchpoints.

Customer Support & OTA Operations Agent

з 03.2022 по 01.2023 (11 місяців)
Hospitable, Remote (Hotel and restaurant industry)

• Handled 70+ daily phone and email interactions across Airbnb, Booking.com, and Vrbo while maintaining a 95%+ CSAT rating.
• Resolved complex booking escalations involving refunds, payments, failed check-ins, and reservation discrepancies, de-escalating property manager and guest disputes.
• Ranked in the top 10% of support agents for first-response time and time to resolution.
• Worked with internal technical teams to escalate platform bugs and recommend workflow improvements based on recurring customer pain points.

Customer success specialist

з 02.2020 по 04.2023 (3 роки 3 місяці)
Hospitable, Remote (Hotel and restaurant industry)

•Raised portfolio CSAT from 82% to 96% over six months through structured post-onboarding follow-ups and tailored feature walkthroughs; training guides and onboarding practices I created were adopted by the wider Customer Success team.
•Prevented churn and secured an annual renewal for a key client managing 12+ short-term rental properties who was preparing to leave after recurring double-bookings, by auditing the channel-manager setup, resolving calendar-sync issues, introducing calendar-health alerts, and training operational staff.
•Owned end-to-end client onboarding through one-to-one calls, live walkthroughs, and tailored demos covering channel integrations, automated messaging rules, and multi-property configurations.
•Improved product adoption by helping property operators configure automated guest messages, dynamic templates, check-in instructions, review requests, and cleaning-task assignments.
•Captured recurring user feedback on automations, messaging, and integrations and shared insights with Product to improve overall platform experience

Customer support representative

з 03.2019 по 01.2020 (11 місяців)
Hospitable, Remote (Hotel and restaurant industry)

•Handled 70+ daily phone, live chat and email interactions, guiding Airbnb, Booking.com, and Vrbo hosts and guests through platform and booking issues.
•De-escalated and resolved booking disputes, payment discrepancies, and check-in failures during peak travel cycles, protecting host revenues and guest satisfaction.
•Ranked in the top 10% of support specialists globally for First Response Time (FRT) and Time to Resolution (TTR), while maintaining a 95%+ CSAT
•Partnered with Product and Engineering to log, reproduce, and track technical bugs, reducing recurring ticket volume.

Знання і навички

• Customer retention
• Customer orientation
• Account management
• Customer health
• Product education

Знання мов

Англійська — вільно