Iryna

Iryna (Eireen) EXPERIENCE
Luhovska FIS / Franklin Templeton
Financial Services Account Associate II Customer
Service
10/2025 – Present | Poznan, Poland (Full Time); Remote
Verified caller identity and authorization before
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accessing or discussing sensitive financial and personal
details, ensuring full compliance with security and
confidentiality policies.
Managed complex and escalated cases, providing clear
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resolutions or coordinating next steps when further
review was required.
Explained tax disclosures and considerations to callers
[відкрити контакти](див. вище в блоці «контактна інформація»)
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in a clear, compliant manner.
[відкрити контакти](див. вище в блоці «контактна інформація») Prepared and sent customer communications, including
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letters and supporting documents, with a strong focus
Konin, Poland
on accuracy and timeliness.
[відкрити контакти](див. вище в блоці «контактна інформація») Documented, tracked, and managed cases in ticketing
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luhovska systems, maintaining clear audit trails and meeting
defined turnaround times.
Worked across multiple systems simultaneously,
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maintaining focus and accuracy under time pressure.
ABOUT ME
Outcquisitions
Customer Support & Operations Client Outreach & Operations Coordinator
specialist with experience in
01/2025 – 06/2025 | Warsaw, Poland (Full Time); Remote
Telecom, SaaS, and international
environments. Led end-to-end client outreach for leadership training
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Strong in client communication, programs through targeted email campaigns and
process coordination, and LinkedIn messaging.
handling complex, time-sensitive Coordinated and scheduled discovery calls between
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requests. Used to working with prospective clients and coaches, managing calendars
multiple customers, stakeholders, and follow-ups to maintain a smooth client journey.
systems, and deadlines in fast- Onboarded, trained, and supported junior team
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paced settings. members on CRM workflows and outreach best
practices.
Created and curated LinkedIn content to support
LANGUAGES
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clients' thought leadership, brand positioning, and
professional visibility.
English — Fluent
C2 BICS / Infopulse
Number Porting Coordinator
Ukrainian — Native/Bilingual 02/2022 – 09/2024 | Brussels, Belgium (Full Time); Remote
Native Owned end-to-end number porting operations,
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combining data entry and validation to ensure accuracy,
Polish — Proficient compliance, and uninterrupted service delivery.
B2 Acted as Single Point of Contact (SPOC) for VIP clients,
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managing escalations, complex porting cases, and high-
Russian — Proficient priority requests.
B2 Resolved escalation issues by reviewing internal and
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external routing, destination country requirements, call
flows, IP addresses, and carrier configurations to
identify root causes.
 SKILLS Liaised directly with suppliers and external carriers to
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coordinate porting requests, troubleshoot routing
issues, and ensure seamless handovers across networks
CRM & Ticketing Systems
and regions.
Salesforce, FISTA, Internal
Delivered onboarding and training for new team
databases
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members, transferring complex technical knowledge,
best practices, and escalation handling procedures to
Customer Satisfaction & support team readiness and consistency.
Support Utilized systems and tools to create, review, and
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(email, chat, phone) maintain technical, operational, and compliance
documentation supporting porting and routing
Number Portability processes.

Data Management APILAT
Documentation & Accuracy Customer Care & Sales Manager
06/2021 – 02/2022 | Kyiv, Ukraine (Full Time); On-site
Administrative Operations Provided ongoing client support by responding to
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inquiries across multiple channels, clarifying product
Case & Escalation and service information, and guiding customers
Management through processes to ensure a smooth experience.
Built and maintained strong customer relationships
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Process Coordination through proactive communication, needs assessment,
and consistent follow-ups with both prospective and
Zoom / Teams / Google Meet existing clients.
Applied best practices in customer service and sales to
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support organizational objectives, contributing to
Mentored and trained new
improved team performance and target achievement.
hires
Resolved customer complaints efficiently by delivering
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timely, well-judged solutions, maintaining high levels of
client satisfaction and strong issue resolution outcomes,
EDUCATION as well as coordinated and delegated tasks within the
support team to optimize workflow, prioritize requests,
Kyiv National Linguistic and enhance operational efficiency.
University
Master's degree DEC School
2018 – 2020 Educator, Teacher of English as a Second Language
Linguistics, English and 09/2018 – 05/2021 | Kyiv, Ukraine (Full Time); On-site
Ukrainian Philology Assessed individual students' strengths, weaknesses,
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and learning styles to tailor personalized educational
Kyiv National Linguistic plans while designing and facilitating engaging,
University interactive lessons to foster motivation and improve
Bachelor's degree academic outcomes.
2014 – 2018 Developed comprehensive lesson plans aligned with
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curriculum requirements and standardized test
Linguistics, English and
preparation, and cultivated positive relationships with
Ukrainian Philology
students, parents, and colleagues to create a supportive
learning environment.
Created study guides, research materials, and detailed
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syllabi to enhance student learning experiences, and
maintained accurate student portfolios to track progress
and ensure readiness for grade-level advancement.
Promoted student engagement through innovative
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activities that encouraged healthy competition and
collaboration.