Контактная информация

Соискатель указал телефон , эл. почту и LinkedIn.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/11130781/

Опыт работы

Customer Support Manager

с 05.2026 по 06.2026 (2 месяца)
Nick's Window Cleaning, Дистанційно (Послуги для населення та бізнесу)

- Full-cycle client communication and customer success management: end-to-end English-language support across all channels, conflict resolution and client retention.
- Technician team leadership (interim Team Lead): daily route planning optimized by distance, time and budget; real-time field support and issue resolution.
- Script development: created and refined communication scripts for client interactions, feedback collection and review generation.
- Payment and financial management: service billing, invoicing, financial reporting and revenue planning based on operational data.
- CRM ownership (Jobber, Kommo): data integrity, job tracking, scheduling and client records across all active accounts.
- Operational reporting: daily and monthly performance reports to CEO covering service metrics, client satisfaction and referral activity.

Legal Shift Lead

с 08.2025 по 04.2026 (9 месяцев)
Skelar (Howly project), Дистанційно (IT)

- Managed and mentored a distributed team of 5–10 legal experts providing chat- and call-based legal consultations across the US, Canada, Australia, and other English-speaking markets.
- Monitored and improved team performance, tracked KPIs and quality metrics, and provided data-driven leadership through performance insights and actionable improvement plans.
- Oversaw international collaboration across time zones, ensuring smooth operations and workflow consistency.
- Led full-cycle recruitment and hiring: sourcing, screening, interviews, hiring decisions, probation management, and offboarding processes.
- Facilitated conflict resolution and coached employees to strengthen soft skills in communication, structure, and client handling.
- Utilized operational dashboards, KPI-tracking systems, CRM/helpdesk tools, and task and shift management platforms (Google Workspace, Zendesk, internal applications).

Legal Support Expert

с 10.2024 по 08.2025 (11 месяцев)
Skelar (Howly project), Дистанційно (IT)

- Provided high-quality legal consultations to clients across English-speaking markets, simplifying complex legal matters for diverse audiences.
- Delivered clear, structured, and empathetic communication in high-load, fast-paced environments while maintaining top performance metrics.
- Worked with US legal frameworks (Justia and other resources) to resolve client cases and ensure compliance with American law.
- Supported product and service improvement initiatives by collecting and analyzing client feedback.
- Actively used AI-based tools to enhance research, response accuracy, and efficiency.

Attorney’s Assistant

с 02.2024 по 07.2024 (6 месяцев)
NPP Legal, Київ (Юриспруденція)

- Supported litigation and case management: prepared case files, monitored deadlines, and managed multiple court cases simultaneously.
- Drafted motions, petitions, complaints, responses, and other legal and procedural documents.
- Participated in court hearings and represented clients under power of attorney before administrative bodies and institutions.
- Performed legal research and case-law analysis using digital court systems.
- Coordinated administrative processes: schedules, hearings, deadlines, and documentation.

Legal Counsel

с 09.2022 по 01.2024 (1 год 5 месяцев)
Kyiv Professional College of Tourism and Hospitality Management, Київ (Юриспруденція)

- Drafted, reviewed, and negotiated a variety of contracts including commercial, service, partnership, and employment agreements.
- Created and maintained corporate documentation, internal regulations, and governance frameworks.
- Provided legal risk assessment and advised management on mitigation strategies.
- Served as the primary in-house legal counsel, coordinating cross-department collaboration and external communication.
- Prepared legal correspondence, notices, and official responses for state institutions and regulatory authorities.

Образование

Kyiv Professional College of Tourism and Hospitality Management

Bachelor of Law, Київ
Высшее, с 2018 по 2024 (6 лет)

Дополнительное образование и сертификаты

Course: "Drafting procedural documents"

2024, 1 month

Successful completion of an internship and mastering the practical skills of a lawyer

2024, 1 month

Знания и навыки

• Team management
• Team Leadership
• Performance Management
• KPI Management
• Hiring
• Onboarding for staff
• Staff training
• Conflict resolution
• Product quality control
• Zendesk
• Operational CRM
• Tableau
• Analytics
• Google Workspace
• Customer Support
• Legal Consulting
• US Legal Frameworks
• Empathic
• AI prompting
• AI integration
• Quality Metrics
• Litigation Support
• Compilation of legal documents
• Document Drafting
• Case Management
• Legal Risk Assessment
• Representation in court
• Communicability
• Work with clients
• Motivated
• Stress resistance

Знание языков

• Украинский — свободно
• Английский — средний

Дополнительная информация

Results-driven legal and operations professional with 2+ years of experience in customer support, team leadership, and talent management within fast-paced international environments. Proven ability to grow from individual contributor to team lead, managing distributed teams across multiple time zones and markets. Combines a strong legal background with hands-on expertise in CRM systems, KPI tracking, and people development. Fluent in English and Ukrainian; experienced in Ukrainian and US legal frameworks and global client-facing roles.