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Anastasiia Horobets | Customer Success Manager
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ABOUT
Empathetic and adaptable Customer Success Manager with 3+ years in customer-facing roles,
specializing in enhancing user experiences through tailored support, training, and documentation.

I’m always open to learning something new and can adapt quickly to dynamic work environments,
thriving on both independent projects and collaborative team initiatives.

SKILLS
Hard skills: Microsoft 365 utilities, Managing CRM systems (primarily Hubspot), Live chat
management (Intercom, Live Person, Zendesk), Google Workspace, basic HTML &
CSS, Adobe software (Photoshop, Illustrator), basic video-editing

Soft skills: Conducting interviews; friendly & attentive to details; tolerant to stress, strong sense
of responsibility; developed interpersonal and communication skills

Languages: English (Fluent), German (Intermediate), Ukrainian (Native), Russian (Fluent)

Other: Translation experience, passionate about AI software (OpenAI, Claude, Cursor,
PerplexityAI, ElevenLabs), learning JS and Python as a hobby

EMPLOYMENT HISTORY
Customer Success Manager • Altris AI • Full time
Apr 2024 – Current

Altris is an AI-powered ophthalmic image management system. It assists eye-care professionals to
easily analyze and interpret scans and make decisions based on that data.

1. Writing and updating documentation, creating training videos for the platform. Training video
example.
2. Conducting training video calls with the clients, navigating them through the platform.
3. Emailing and onboarding clients, managing tickets in live chats.
4. Google Sheets & Hubspot CRM management.
Customer Relations Manager • Swetrix • Part-time
May 2023 - Mar 2024

Swetrix is a cookie-less and completely open source web analytics service. It’s focused on
protecting user privacy while providing the most advanced and innovative feature set on the
market.

1. Navigated customers through the platform.
2. Created a walk-through video to help customers navigate the platform: Walk-through video.
3. Made sure customers get timely, empathetic and ‘to-the-point’ responses to their inquiries.
4. Maintained the blog, updated it by writing new content.

Quality Assurance specialist • UvoTeam • Full time
Mar 2023 – Feb 2024

UvoTeam is an academic writing and ed-tech company that connects students and learners with
writing professionals and supplies them with a comprehensive set of tools to improve their
academic performance.

1. Managed a team of support representatives, monitored and analyzed their work process,
provided advice on how to improve their skills.
2. Collected and analyzed user satisfaction rates.
3. Conducted interviews with newcomers.
4. Conducted one-on-one meetings with employees to improve their workflow.
5. Created and monitored employee performance tests and metrics.

Customer support representative • UvoTeam • Full time
Aug 2021 – Mar 2023

1. Monitored orders and chat correspondence in the administration system.
2. Resolved cases that required support team member’s help (email and online LivePerson chat).
3. Processed incoming inquiries, that included general and technical issues, chargebacks, payment
issues.
4. Escalated complex inquiries to a relevant department/responsible person.
5. Performed additional customer support tasks initiated by management.

EDUCATION
Kyiv National Linguistic University 2019 - 2023
Bachelor of Germanic philology