Марина

Maryna Pashchenko
CUSTOMER SUCCESS MANAGER

WORK EXPERIENCE
CONTACT
Au Pair in the USA January 2025 - till June 2026
[відкрити контакти](див. вище в блоці «контактна інформація»)

[відкрити контакти](див. вище в блоці «контактна інформація») Genesis | Ukraine
April 2024 - December 2024
Zhytomyr, Ukraine CUSTOMER SUPPORT AGENT

LinkedIn: Provided technical and financial support across app-based platforms for a
diverse international customer base;
[відкрити контакти](див. вище в блоці «контактна інформація») Resolved 80-100 daily tickets via Zendesk, maintaining a consistent 90-95%
CSAT score;
Utilized AI writing tools to optimize response quality and reduce resolution
SKILLS time.
Customer Data Analysis Relayed customer feedback to product and marketing teams to drive feature
improvements.
• Technical Troubleshooting
• SaaS & E-commerce Support
HealthJoy | Remote
• Live chat support tools November 2023 - March 2024
• Subscription, Billing Resolution CUSTOMER SUPPORT AGENT
• Google Workspace
Assisted members with provider lookup, appointment scheduling, and
• HubSpot, Zendesk, Shopify, Nectardesk
billing inquiries via phone and email;
• Workflow Management Used AI-powered tools to summarize healthcare information and reduce
CSAT & Performance Tracking member wait times;
Shared user feedback and recurring issues with internal teams to enhance
AI-assisted customer communication
the digital health experience.
CRM management

LANGUAGES
CanaFlora | Remote
English November 2022- October 2023
Russian
CUSTOMER SUPPORT AGENT
German
Ukrainian Supported customers with order placement, modifications, and
CERTIFICATIONS tracking via phone, email, and chat;
Google Ads Measurement - Google Skillshop (2025) Managed tickets through Nectardesk, Shopify, and CRM systems
HubSpot CRM Certification - HubSpot Academy
(2025)
while maintaining high response speed;
Google Analytics 4 - Google Skillshop (2025) Drove a 10% sales increase during peak seasons through proactive
communication and upselling.
EDUCATION 2020 - 2024
ZHYTOMYR STATE UNIVERSITY OF IVAN
FRANKO - UKRAINE
Bachelor`s of Humanities (English
and German languages)