Олена

OLENA MATSUIEVA
Date of birth:​ June 14, 1994
Call:​ [открыть контакты](см. выше в блоке «контактная информация»)
E-mail:​ [открыть контакты](см. выше в блоке «контактная информация»)
Location:​ Kyiv
Relocation:​ yes
Business-trip:​ yes

A dynamic and results-driven professional with a background in Customer support,
E-commerce, Logistics, Sales, and Business Development.
Skilled in the construction and implementation of schemes and strategies that increase profits by attracting customers and
retaining existing ones. Able to balance multiple priorities and meet tight deadlines under high pressure without compromising
quality. Bachelor's degree in International Economics and English. Proven ability to build excellent interpersonal relationships
with team members. Personal characteristics: purposeful, responsible, punctual, working well in a team and individually,
analytical and critical thinking, ability to quickly understand the situation and to make decisions independently, quick learner,
responsibility, dedication, perseverance, and commitment to professional growth.
TOP skills: Can do attitude; People management; Creativity; OPS-heavy processes.

Currently seeking a position as a Head of Account Management/Head of Customer Support/Team Lead with an opportunity
for personal growth and challenge.

PROFESSIONAL EXPERIENCE & ACHIEVEMENT

TENTENS Tech by SKELAR,​ PREMIUM SUPPORT TEAM LEAD/HEAD OF ACCOUNT
Kyiv-Warsaw​ MANAGEMENT
(IT - NDA)
Aug 2023 – present
●​ Developed and implemented a comprehensive Premium Support strategy.
●​ Established and structured the department with clear processes and workflows.
●​ Defined and tracked both operational and business metrics.
●​ Demonstrated the value of the team through data-driven analysis,
showcasing the financial and operational impact of the department on the
company.
●​ Created a new revenue-generating segment within the team.
●​ Effectively collaborated with stakeholders to align on goals and objectives.
●​ Led the department’s performance analysis and implemented data-driven
improvements.
●​ Managed recruitment, team planning, reporting, and performance
metrics, including OKRs and KPIs.
●​ Designed and executed profiling for key customer segments.
●​ Conducted systematic experiments to optimize processes and improve
efficiency.
●​ Provided quantitative validation of Premium Support’s effectiveness
in improving:
•​ Lifetime Value (LTV)
•​ Customer retention
•​ Customer reactivation.

Developed and scaled Premium Support department from the ground up, establishing a strategic foundation that optimized
team performance and customer outcomes, increasing customer retention by 20% over 1.5 years. Implemented data-driven
workflows and OKRs, resulting in a measurable 15% increase in operational efficiency and the creation of a revenue-generating
segment, which started contributing to overall company revenue. Led customer profiling and segmentation efforts, which
improved targeting strategies and increased customer Lifetime Value (LTV) by 20%. Designed and executed systematic process
refinement that changed service into more personal, directly enhancing customer satisfaction and driving retention rates.
Established performance tracking metrics (KPIs) and dashboards, enabling real-time monitoring and data-driven
decision-making, leading to continuous improvements in team effectiveness and operational execution. Collaborated
cross-functionally with stakeholders to align business objectives, delivering a comprehensive support strategy that drove a 40%
improvement in Premium Support-driven customer reactivation. Managed and grew a high-performing support team,
overseeing recruitment, performance reviews, and development, resulting in a 99% employee retention rate and consistent
achievement of team goals. Proven financial impact of Premium Support on company performance through detailed analysis,
linking department initiatives to an overall revenue uplift from the top customer segments.

Raise.Band, Kyiv​ HEAD OF SUPPORT
(writing services)
Feb 2023 – Aug 2023
●​ Documentation and Procedures refactoring
●​ Stuff and People Management
●​ Supervising and mentoring specialists
●​ Launch of the bonus system and KPIs
●​ Business analysis
●​ Long-term and short-term planning
●​ Team selection
●​ Scope estimation
●​ Budgeting
●​ Setup business processes
●​ Department development and structure strategy
●​ Update support processes

Built up and developed the structure of the Support Department(including Customer&Writer Support and QAD). Checked and
updated all processes, procedures, documents, and support standards. Made a knowledge base for Support DPT (both Support &
QAD) using Notion. Analysis and elimination of weaknesses in cooperation with clients and processes written on the website.
Prepared and involved the bonus system and the penalty system. Fully updated the team. Updated the training period system.
Training and education, adaptation of new employees, training the Support TL and QAD TL. Prepared the system of Global
Metrics and Single Support/QAD Metrics.

DELFAST, California-Kyiv​ CHIEF CUSTOMER OFFICER
(e-bikes)
March 2021 – Feb 2023
●​ Lined up the department and contact center (customer care + technical support)
●​ Stuff and People Management
●​ Supervising and mentoring specialists
●​ Develop, implement, and monitor customer service standards
●​ Launch of the bonus system and KPIs
●​ Managing projects with 8+ people
●​ Business analysis
●​ Long-term and short-term planning
●​ Team selection
●​ Scope estimation
●​ Budget and timeline control
●​ Team motivations and conflicts resolution
●​ Setup business and technical processes
●​ Department development strategy
●​ Develop the mail-informing process
●​ Update the company's documents
●​ Collecting the Clients` feedback and transferring the analysis to
R&D/Sales dpts

Built up and developed the structure of the Customer Support Department. Wrote all processes (prepared BPMN schematics
for cross-department cooperation also) and customer support standards involving company-client cooperation. Analysis and
elimination of weaknesses in cooperation with clients and processes written on the website. Prepared and involved in the bonus
system. Developed and implemented customer service standards (both customer care and technical support). Supporting team
during the remote quarantine work and re-built work- processes. Refreshed User Manual, Warranty, Return & Refund Policies.
Training and education, the adaptation of new employees.

Mädchenflohmarkt, Stuttgart​ COUNTRY MANAGER/TEAM LEAD/CHIEF OF LOCATION
(IT, Fashion)
July 2019 – August 2021
●​ Long-term and short-term planning
●​ Team creating
●​ Budget and timeline control
●​ Team motivations and conflicts resolution
●​ Stuff and People Management(20 people)
●​ Supervising and mentoring specialists
●​ Reporting directly to CEO
●​ Setup business and technical processes
●​ Office life support
●​ Scheduling
●​ Business analysis
●​ Team integration into the business process
●​ Recruiting

Built up the structure of the working process in the Kyiv office. Wrote all processes. Involved the team in the company's
lifestyle. Analysis and elimination of team weaknesses. Found and designed the working space. Made an analysis and prepared a
product structure for the Ukrainian market. The number of processed goods per month grew by 82%. Implemented new tasks
into the team life cycle. Supporting team during the remote quarantine work and re-built work processes. Implemented and
managed KPIs system and standards of work. Built up communication with all the company's remote (Poland and Germany)
divisions. Training and education, the adaptation of new employees. Grew up to Chief of Location in 1.5 years.

UTEC Group, Kyiv​ PROJECT MANAGER/HEAD OF CUSTOMER SUPPORT
(logistics, e-commerce)
January 2017 – October 2019
●​ Managing projects with 10+ people
●​ Business analysis
●​ Long-term and short-term planning
●​ Team selection
●​ Knowledge of Scrum methodology
●​ Scope estimation
●​ Budget and timeline control
●​ Team motivations and conflicts resolution
●​ Stuff and People Management
●​ Supervising and mentoring specialists
●​ Reporting to CEO: Profit & Loss
●​ Setup business and technical processes
●​ Project management on key accounts
●​ Market analysis
●​ Department development strategy.

Grew up from administration into Head of Department in 2 years. Prepared and realized the scheme of development of the
e-commerce branch. Created and managed a department of 4 people. Found a group of European partners and suppliers.
Initialized process automation. Increased the number of clients through great client service. I prepared and launched the scheme
for improved delivery speed (which grew by 30%). Acted as a Sales Manager during the crisis. The app is launched. +90% of
the process is automated. My total experience of successfully delivering projects is 4 big projects (10+ people teams) and a lot
of small ones.