Олена

Olena Morarash
I am a highly skilled and customer-focused tech/B2B customer support professional with 2 years of
hands-on experience in providing exceptional assistance and resolving technical issues and B2B
inquiries. My track record demonstrates a commitment to delivering superior support experiences
and ensuring customer satisfaction. I possess in-depth knowledge of Zendesk, Jira, and other
essential tools, utilizing them effectively to streamline support processes.
My expertise lies in strong troubleshooting abilities and the capability to communicate technical
information clearly to both technical and non-technical customers. I excel in managing customer
Personal expectations, meticulously documenting issues, and collaborating seamlessly with cross-functional
teams to ensure prompt and efficient issue resolution.
What sets me apart is my dedication to continuous learning. I am proactive about staying updated on
Name
Olena Morarash emerging technologies and best practices within the tech industry, ensuring that I provide the most
current and effective solutions to our customers. As a dedicated team player, I bring excellent
Address
Lviv problem-solving skills and a genuine passion for delivering top-notch customer support, making me a
valuable asset to any tech-oriented or B2B customer support team.
Phone number
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Email
Work experience
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Date of birth Front desk Receptionist Jun 2018 - Aug 2018
03-06-1998
Flash Clean and Rent GMbh · Full-time, Gudow, Germany
Gender
Female Warmly welcoming and greeting guests upon arrival, creating a positive first impression.
Handling incoming calls with professionalism, providing detailed information about hotel rates and
LinkedIn
[открыть контакты](см. выше в блоке «контактная информация») services in both English and German through phone and email communication.
morarash-9b429919b/ Efficiently managing reservations, confirming bookings, and registering guests while verifying
their payment methods.
Languages Accurately inputting and maintaining comprehensive guest information in the hotel system,
ensuring up‑to‑date records.
Managing the check‑out process, closing guest accounts, and ensuring a smooth departure
Українська Native
experience.
Англійська B2 Upholding the highest standards of cleanliness and organization at the front desk and reception
Німецька B1 area, contributing to a welcoming atmosphere for all guests.

Customer support manager ( English, German) Oct 2018 - Jan 2019
Support Lab, Lutsk (Ukraine)
Providing prompt and courteous assistance to casino guests, addressing their inquiries, concerns,
and requests. Offer guidance on gaming rules, procedures, and promotions, ensuring customers
have a clear understanding of the casino offerings.
Assisting customers in enrolling in loyalty programs, explaining program benefits, and providing
information on rewards, points, and tier levels. Maintain accurate records of player information
and update customer profiles as needed.
Handling and resolving customer complaints or issues in a professional and timely manner.

Sales Manager (financial market, German desk) Nov 2020 - Mar 2021
Vector Capital, Lviv, Ukraine
Developing and implementing sales strategies, objectives, and plans to achieve revenue targets
and company growth goals. Analyzing market trends, competitor activities, and customer needs to
identify opportunities for business development.
Identifying customer needs and working on objections ‑ Conducting conversations in German
Acquisition of skills in the CRM system

B2B/ Tech SME Apr 2021 - Oct 2023
Headspace, Lviv

Technical Expertise: I provided expert technical assistance, resolving customer service queries,
and adeptly troubleshooting both hardware and software issues.
Product Knowledge: I developed an in-depth understanding of our company's products and
services, enabling me to assist customers effectively and comprehensively.
 Documentation and Problem Resolution: I maintained meticulous records, documenting
recurring issues. This documentation not only helped in resolving problems promptly but also
contributed significantly to our knowledge base for future reference.
Collaboration and Feedback: I collaborated seamlessly with other departments, including
engineering and product development, ensuring swift issue resolution. I provided valuable
feedback on recurring problems to enhance our products and services continually.
B2B Relationship Management: I cultivated strong, positive relationships with our B2B
customers, serving as their primary point of contact. By understanding their unique business
needs, challenges, and goals, I tailored our support to align with their objectives effectively.
Personalized Customer Support: I provided personalized support and guidance to our B2B
customers throughout their engagement with the company. This included assisting with
onboarding new customers, explaining product features, and offering assistance with
configuration or customization as required.
Account Management: I proactively managed assigned customer accounts, monitoring their
usage patterns, gauging satisfaction levels, and keeping track of renewal dates. This proactive
approach ensured our customers received the best possible service and support, leading to
increased customer satisfaction and loyalty.

In summary, my role involved a multifaceted approach to customer support, blending technical
expertise, in-depth product knowledge, collaborative problem-solving, and personalized service to
ensure our B2B customers received exceptional support tailored to their unique needs.

Skills

Jira Software

Amplitude

Zendesk

Braze

Notion doc

Microsoft Excel

Education and Qualifications

Bachelor's degree, English Language and Literature Sep 2015 - Jun 2019
Lesya Ukrainka Volyn National University, Lutsk

Master's degree, German Language Sep 2019 - Jun 2021
Yuriy Fedkovych Chernivtsi National University, Chernivtsi