Стицюк

Anna Stutsiuk
Customer Support / Customer Success Specialist​

📞
Rivne, Ukraine​

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[открыть контакты](см. выше в блоке «контактная информация»)​
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Professional Summary:
Customer Support & Customer Success Specialist with 4+ years of experience in
customer support, billing operations, analytics, and process optimization. I am skilled
in resolving complex customer inquiries, managing high-volume support
environments, and collaborating closely with product, QA, and development teams. I
have a strong analytical mindset, I am a fast learner, and I communicate effectively
with both B2C and B2B customers.

Core Skills:
Technical Tools: SQL (basic), MongoDB, DataGrip, Swagger, Tableau, Power BI,
RevenueCat, Solidgate, Microsoft Azure​
Support Systems: Zendesk, Intercom, HelpCrunch, Jira, Confluence, Notion,
ClickUp, Trello​
Project & Collaboration: Microsoft Teams, Outlook, Miro, Google Workspace,
Discord​
Strengths: Analytical thinking, customer empathy, systems thinking, fast learning,
data-driven approach
Work Experience:

Customer Support Manager — Questera (Gaming / Online platform)​
May 2025 – Nov 2025

●​ Provided user support for the platform via Zendesk and Discord, assisting
players with gameplay, technical, and account-related inquiries
●​ Resolved incidents including matchmaking errors, incorrect results,
connectivity issues, delays, and account access problems
●​ Advised players on platform rules, in-game economy, challenge participation,
and internal game mechanics
●​ Processed financial operations, including executing withdrawal requests
●​ Monitored suspicious activity such as duplicate accounts, fraudulent behavior,
and ranking manipulation
●​ Escalated complex or high-risk cases to technical, finance, and product teams
●​ Analyzed recurring inquiries and provided recommendations to the product
team for platform optimization
●​ Created and updated internal knowledge base content, including instructions,
FAQs, and gameplay guides
●​ Conducted follow-ups with users to ensure issue resolution and maintain a high
level of player satisfaction
●​ Collaborated with QA to reproduce bugs reported by players and prepared
detailed cases for investigation

Customer Success Manager — Zeely (SaaS / Subscription-based app)​
Dec 2024 – May 2025

●​ Provided high-quality multichannel support via Intercom (live chat, email)
●​ Responded promptly to user inquiries, resolving technical and functional
product issues
●​ Built and optimized automated response flows (bots, auto-replies) to improve
first-contact resolution
●​ Launched personalized messages (in-app and email campaigns) for onboarding,
retention, and reactivation
●​ Monitored subscription and payment statuses in RevenueCat (active, canceled,
trial, or at-risk)
●​ Identified churn drivers through analysis of billing data and user behavior
●​ Investigated failed transactions and disputes via Solidgate, and monitored for
fraudulent activity
●​ Communicated with users regarding payment issues, including failed
payments, access issues, and refunds
 ●​ Analyzed recurring issues, feature requests, and pain points; reported findings
to the product team
●​ Initiated product improvements based on user needs and trends

Customer Support Manager — Solomono (Web Development / E-commerce
solutions)​
May 2024 – Dec 2024

●​ Responded promptly to customer inquiries via email, live chat using
HelpCrunch
●​ Identified and troubleshot issues related to website development projects,
coordinating with the development team to resolve client concerns
●​ Tracked and managed support tickets, ensuring all client requests were
addressed promptly
●​ Prioritized tasks and delegated them to appropriate team members through
ClickUp to optimize workflow and resolve urgent issues
●​ Used ClickUp to manage and organize customer support tasks and follow-ups
●​ Created and updated documentation and workflows to streamline the support
process
●​ Developed and maintained a comprehensive knowledge base or FAQ section to
help clients resolve common issues independently
●​ Created instructional guides and support documentation for clients
●​ Used insights from HelpCrunch analytics to improve support processes and
address recurring issues
●​ Generated reports on customer support performance, such as response time,
resolution time, and customer satisfaction metrics

Customer Support & Customer Success Manager — United Tech (B2B / Partner
Management Platform)​
Jan 2022 – Mar 2024

Customer Support:

●​ Handled customer inquiries through communication channels such as Zendesk
(tickets, macros, articles)
●​ Addressed customer questions and solved problems related to products and
services
●​ Assisted customers with technical issues and device setup
●​ Managed customer billing and payment questions
●​ Conducted follow-up communications to ensure customer satisfaction
 ●​ Provided appropriate solutions and troubleshooting alternatives (initial bug
verification and reproduction)
●​ Identified and addressed cases for investigation to product, QA, and dev teams
using Jira
●​ Searched for necessary information using queries through DataGrip, MongoDB
and Swagger
●​ Processed documentation and crafted detailed instructions through Notion and
Confluence, updating information
●​ Handled feedback and collaborated with the marketing team, including social
media

Customer Success:

●​ Developed and maintained relationships with partners through regular
communication
●​ Ensured partner success and satisfaction, monitoring their activity through
Tableau
●​ Compiled necessary documentation for partners based on their metrics using
Google Sheets
●​ Resolved issues related to payments, fines, or operational concerns
●​ Processed incoming applications from new partners
●​ Assisted with onboarding of new partners and supported existing partners in
resolving questions and requests
●​ Managed requests from new agents through the CRM system
●​ Analyzed partner performance and identified insights to improve quality
●​ Collaborated with various departments and incorporated feedback from
partners
●​ Proposed product and process improvements and participated in product
discussion meetings

Education:
Master’s Degree in Speech Therapy / Special Education​
NPU Dragomanova — 2015–2020

Languages: English (upper-intermediate), Russian (fluent), Ukrainian (native)