Maksym

Maksym Khoroshun
Director/Head of Customer Operations
Kyiv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | LinkedIn | t.me/MaksKhoroshun
SUMMARY
Customer Operations executive with 13+ years of experience building and scaling global Support, Customer Success,
Onboarding, and Contact Center organizations. Led teams of 300+ across Europe, the US, Mexico, and the Philippines
and managed budgets up to $8M. Strong in org design, service strategy, workforce planning, automation, and
customer lifecycle ownership, with a track record of improving service levels, CSAT, retention, and operational
scalability.
SKILLS
Customer Operations: Global Support, Customer Success, Onboarding, Service Delivery
Executive Leadership: Org Design, Global Teams, Headcount, Hiring, Performance Management
Service Strategy: Operating Models, Support Tiers, Governance, Escalations, Change Management
Customer Experience: CSAT, NPS, FCR, Service Level, AHT, ASA, Transfer Rate
Workforce Management: Erlang C workforce planing, Forecasting, Capacity Planning, Scheduling, Utilization
Customer Lifecycle: Adoption, Retention, Renewals, Upsell, Churn Management
Financial Management: Budget Ownership, Cost Control, Workforce Budgeting, Cost per Contact
Commercial Operations: Pre-Sales, Outbound Sales, Deal Support, Revenue Expansion
Automation & Analytics: Self-Service, Voice Bots, Chat Bots, Dashboards, Root-Cause Analysis
Platforms: Genesys CRM, Salesforce, Five9, CCmodeler, CRM, Telephony, WFM

EXPERIENCE
EU Customer Support & Onboarding Director | 3Shape (Dental Tech) Aug 2024 – Present
Lead a 200+ person EU Support & Onboarding organization across four macro-regions.
Own org design, headcount, hiring, performance, workforce planning, and annual budget.
Oversee ~25K monthly contacts across dental scanners, software, and onboarding operations.
Redesigned EU support into four macro-regions and L1–L3 tiers to improve routing and ownership.
Reduced the management layer by three roles while consolidating accountability under six direct reports.
Cut abandoned calls from 4.1% to 0.8% and increased service level from 57% to 87%.
Built Erlang C workforce planning to connect demand forecasts with staffing and hiring plans.
Own the first 100 days of customer onboarding, from product training to ongoing support.
Replaced NPS with root-cause CSAT analysis to identify and address service pain points.
Led the transition to Genesys and built operational dashboards for recurring performance reviews.
Deployed voice and chat bots that reduced contact volume by 10% through self-service automation.
Established daily, monthly, and quarterly management routines around service and workforce data.
Feed structured customer insights to Product and Engineering to improve product and customer experience.

Director of Customer Support Department | GigaCloud (Cloud Services) Feb 2023 – Aug 2024
Led a ~60-person organization spanning Technical Support, Pre-Sales, and Customer Success.
Owned structure, headcount, hiring, performance, and budget while reporting directly to a co-founder.
Oversaw ~10K monthly customer contacts across cloud implementation, support, and account growth.
Unified three independently managed functions into one customer operating model and KPI framework.
Linked Pre-Sales KPIs to deal conversion and Customer Success KPIs to upsell, churn, and renewals.
Replaced telephony and introduced workload analytics and forecasting for resource planning.
Raised Technical Support CSAT by 30% in two quarters through faster response and call handling.
Built incident escalation flows for major outages, cross-team response, and proactive client updates.
Led Pre-Sales support for complex cloud deals, custom configurations, and technical demos.
Managed Customer Success portfolios of 30–120 clients per manager across retention and expansion.
Built service training, outreach models, and scripts for Pre-Sales and Customer Success teams.
Personally led critical outage and data-loss escalations with CTO, engineering, and client teams.

Global Support Director | Nextiva (VoIP / UCaaS) Mar 2019 – Dec 2022
Owned global support operations across the US, Ukraine, Mexico, and the Philippines.
Led 300+ staff, an ~$8M annual budget, and ~7K customer contacts per day for US VoIP services.
Reported directly to the VP and shaped global service strategy, workforce planning, and operations.
Consolidated independently managed support sites into one global operating model and service standard.
Developed, presented, and executed a Board-approved customer service and contact-reduction strategy.
Managed senior and regional leaders across multiple management layers and four countries.
Launched the Mexico support site and hired local leadership to embed global operating standards.
Built workforce planning from scratch, proved the model, and secured a dedicated WFM role.
Doubled service level and improved abandoned rate fourfold through workforce and operating changes.
Governed AHT, ASA, CSAT, FCR, transfer rate, cost per contact, utilization, and occupancy.
Built a skills-based career framework that enabled 300+ internal promotions within 12 months.
Kept EU office turnover below 3% through structured progression, training, and knowledge management.

Head of Global Lead Generation & Phone Sales | Creatio (CRM SaaS) Sep 2016 – Mar 2019
Led global lead generation and phone sales as Creatio expanded direct international sales.
Owned customer acquisition coverage across North America, EMEA, APAC, and LATAM.
Scaled the organization from ~60 to 100+ employees during the international expansion.
Adapted proven CIS lead generation and phone sales processes for direct global market expansion.
Built the outbound sales function for international markets from the ground up.
Approximately doubled lead-to-closed-deal conversion across EMEA and APAC.
Increased lead-to-closed-deal conversion in North America by approximately 70%.
Expanded direct acquisition coverage across customer segments from SoHo to Enterprise.
Scaled phone sales and lead generation as Creatio moved beyond partner-led international sales.
Built a scalable operating model for customer acquisition across multiple international regions.

Head of Contact Center | Ukrsibbank (Banking) Sep 2013 – Aug 2016
Launched and scaled a regional Contact Center from the ground up across multiple banking functions.
Owned operations, KPI governance, budgeting, hiring, service quality, and multi-site expansion.
Built Contact Center processes, governance, service standards, and KPI frameworks from scratch.
Led service, telemarketing, underwriting support, approval operations, and debt collection.
Managed budgeting, cost control, recruitment, and workforce expansion across Kyiv and Vinnytsia.
Reached KPI parity with the bank’s primary operations site within six months of launch.
Supported the business case for opening an additional Call Center location through strong performance.
Built training and development programs and contributed to industry recognition by CallCenterGuru.

EDUCATION
Master's degree, National University of State Tax Service, 2001 – 2006

LANGUAGES
English – С1/С2, Ukrainian – Native