Khrystyna

KHRYSTYNA KOSHULINSKA

Customer Support Team Lead

📍 Lviv, Ukraine​
📞 [відкрити контакти](див. вище в блоці «контактна інформація»)​
✉️ [відкрити контакти](див. вище в блоці «контактна інформація»)
PROFILE

Experienced Customer Support Team Lead with a strong track record in service delivery,
operational management, and client success. Skilled in leading support teams, resolving
conflicts, preparing Performance Improvement Plans (PIP), managing SLAs/KPIs, and ensuring
seamless customer experiences. Adept at project coordination, process optimisation, team
building, preparing SOPs and Knowledge Base articles alongside Product Experts, and
delivering measurable improvements in service quality. Combines leadership, communication,
and analytical skills to drive team performance and client satisfaction.

PROFESSIONAL EXPERIENCE

Customer Support Team Lead

SupportYourApp, remote​
February 2025 – Present

●​ Lead a team of customer support consultants across phone, chat, and email channels
●​ Resolve conflicts and address escalated customer and team issues effectively
●​ Prepare Performance Improvement Plans (PIP) for underperforming team members
●​ Manage and assign tasks, monitor team performance, and ensure KPIs and SLA
compliance
●​ Prepare weekly SLA reports and analyse team performance data
●​ Train new and existing consultants on tools, processes, and best practices
●​ Create and manage work schedules, meeting 99% of consultant preferences
●​ Plan and organise team building activities to strengthen collaboration and morale
●​ Communicate with clients, prepare project documentation, and coordinate with
consultants
●​ Conduct interviews and participate in recruitment of potential consultants
 ●​ Prepare reports and handovers, and write SOPs and Knowledge Base articles
●​ Use multiple support and CRM platforms including Intercom, Zendesk and Hubspot
●​ Manage time and workflow using Asana and Jira
●​ Handle multiple clients and projects simultaneously while maintaining high-quality
support
●​ Foster a collaborative team environment and ensure continuous improvement in service
delivery

Customer Support Specialist

SupportYourApp, remote​
December 2025 – February 2025

●​ Engaged with global customers via phone, chat, and email, providing assistance in
English
●​ Resolved queries related to product functionality, technical glitches, and account
management
●​ Ensured a seamless user experience through timely and accurate support
●​ Used Zendesk to manage support tickets and track customer interactions
●​ Documented recurring issues and provided feedback to the technical and product teams
●​ Collaborated with colleagues to ensure consistent and high-quality support

Hotel Revenue & Front Office Manager

The Stroud Hotel, Stroud​
September 2023 – Present

●​ Develop and manage pricing strategies to maximise RevPAR, ADR, and occupancy
●​ Monitor demand, booking pace, and market trends to adjust rates dynamically
●​ Manage room inventory and availability across all distribution channels
●​ Optimise OTA performance (Booking.com, Expedia, PetsPyjamas) including pricing
parity and promotions
●​ Analyse daily, weekly, and monthly revenue reports to support decision-making
●​ Forecast occupancy and revenue performance based on historical and market data
●​ Collaborate with front office and management teams to align operational and revenue
goals
●​ Supervise, train, and support reception staff to ensure excellent guest service
●​ Handle guest complaints and resolve issues promptly to enhance satisfaction
●​ Use Rezlynx and Collins CRM systems to track reservations and customer behaviour
 ●​ Identify upselling and cross-selling opportunities to increase total revenue
●​ Support marketing initiatives and special offers to drive demand during low-occupancy
periods
●​ Manage front desk operations, check-in/check-out, reservations, and payments

Receptionist

The Stroud Hotel, Stroud​
September 2023 – June 2024

●​ Managed check-in/check-out processes and daily reservation handling
●​ Processed payments, invoices, and maintained accurate guest records
●​ Assisted with room allocation and availability control
●​ Communicated with housekeeping and maintenance to ensure operational efficiency

EDUCATION

Swindon 108 Radio – June 2025 Practice

●​ Practiced presenting and producing live radio segments
●​ Gained hands-on experience with studio operations, audio editing, and scripting content
●​ Developed audience engagement and live broadcast skills
●​ Collaborated with station team to understand practical radio production workflows

Lviv Polytechnic National University -English Philology (Bachelor)​
November 2020 – July 2024

Morley College, London Radio Broadcasting Program​
September – November 2023

●​ Participated in a hands-on radio broadcasting program, gaining experience in
presenting, production, and audio editing
●​ Operated studio equipment, scripted content, and managed live and pre-recorded
shows
●​ Developed public speaking and audience engagement skills
●​ Collaborated with a diverse team, explored different radio formats, and received
industry feedback
●​ Enhanced media skills and strengthened passion for broadcasting

Hotel & Customer Management (Vocational Education)
Hotel and Restaurant Business College, Lviv​
September 2019 – November 2020

KEY SKILLS

●​ Customer Support & Service Delivery
●​ Team Leadership & Conflict Resolution
●​ SLA & KPI Management
●​ Performance Improvement Plans (PIP)
●​ Team Building & Staff Engagement
●​ SOP & Knowledge Base Development
●​ Intercom, Zendesk, Freshdesk, Hubspot
●​ Time & Workflow Management (Asana, Jira)
●​ Multitasking & Client Management
●​ Revenue Management & Pricing Strategy
●​ Forecasting & Demand Analysis
●​ OTA & Channel Management
●​ RevPAR / ADR Optimisation
●​ CRM & PMS Systems (Rezlynx, Collins)
●​ Communication & Interpersonal Skills
●​ Organization, Attention to Detail, Emotional Intelligence

COURSES & CERTIFICATIONS

●​ Rezlynx CRM Course – The Stroud Hotel (2023)
●​ Helen Doron Teaching Course (2021)
●​ English Tutoring Course (2022)

LANGUAGES

●​ Ukrainian – Native
●​ English – C2 (IELTS 7.5)
●​ Polish – B1
●​ Russian – Highly Proficient