Маргарита

MARHARYTA MARTYNENKO aka Margo

PERSONAL INFO

DATE OF BIRTH: 21.07.1994
EMAIL ADDRESS: [открыть контакты](см. выше в блоке «контактная информация»)
PHONE: [открыть контакты](см. выше в блоке «контактная информация»)
PREFERRED EMPLOYMENT TYPE: Remote, part-time
COUNTRY OF RESIDENCE: Ukraine, but traveling seasonally

LANGUAGE SKILLS: Ukrainian native; English luent; German professional working pro iciency (B1
certi icate)
TECH SAVVY: Google Suite, PowerPoint, Excel, CRM, PMS, Phone software, Booking Extranets (Airbnb,
B.com, Expedia), Chat and Ticketing Software (Zoho), Slack, Shopify, LinkedIn for business, Shopware, JTL

Personal Pro ile Statement
Bilingual customer support and guest relations manager with over 10 years of remote experience in e-
commerce and hospitality industry. Good knowledge of customer service industry combined with excellent
communication and team lead skills. Vast experience in comprehensive apartment rental guest
management, handling every stage from the initial inquiry and booking to in-stay support and inal check-
out. E-commerce Operations Specialist with experience managing the full customer lifecycle, from pre-sale
support to inal delivery, including inventory management and supplier coordination. Fluent in English
(American pronunciation), can also communicate in German (B1 level).

KEY PROFESSIONAL SKILLS

- Customer support, both verbal and non verbal
Customer support through email, web chat (under 1m response time), messengers and over the phone
support, both incoming and outgoing calls.

- CS team management
Managing a small team of 5 support agents. Helping team members with edge cases and tricky customer
questions. Help with hiring and onboarding of support agents: posting a job opening on job search
platforms, screening of applications, conducting interviews and onboarding of new support agents upon
need. Creating onboarding manuals. Successfully trained 9 new team members.

- Property listings management
Listing set up at OTA (Airbnb, booking.com, Expedia, VRBO, cTrip) and connecting it to PMS. Creating
property PDF presentations in PowerPoint or Canva.

- Facility management
Arranging technician appointments and coordinating repairs in apartments. Searching for suitable
contractors for different repair jobs.

- Order processing
Checking incoming orders, verifying stock, coordinating with the warehouse for shipping, arranging
shippings directly to customers from supplier warehouses (not just dropshippings but self pick up as well).
Making small website changes via Shopware to align with new pricing strategy and support improvements.

- Supply chain management
Ordering goods from suppliers that aren’t stock positions.

-Invoicing
Verifying supplier invoices, preparing invoices for the accountant, creating customer invoices.
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 PROFESSIONAL EXPERIENCE

Le Bijou The Hotel Reinvented
lebijou.com HQ: Switzerland AUG 2016 - PRESENT
Position: Guest Relations manager, Team Leader

Le Bijou is a property management company offering short stays at residential apartments. I joined
this rapidly growing start-up company as the irst guest support agent. Later, I helped ind and train new
agents and successfully formed a remote round the clock guest support team. Currently, I manage a team of
5 guest support agents. My job responsibilities entail customer communication (email, chat, phone
support); reservation management; property accounts management on various booking channels,
establishing direct connection with PMS; facility management (coordinating repairs and technician visits);
creating PDF property presentations; invoicing, onboarding of new team members.

Besteckliste
besteckliste.com and milanari.com HQ: Berlin, Germany MAR 2024 - SEPT 2025
Position: Customer Service and Supply Chain Manager

Besteckliste is an online shop selling cutlery and tableware. I specialized in end-to-end logistics and
customer service, serving as the primary point of contact for clients in both English and German. My role
involved verifying orders, coordinating with the warehouse for seamless shipping, and managing all
supplier operations. The company Milanari was bought several months into my role here, selling home
furniture. Logistics was different for large furniture pieces compared to small cutlery and tableware items,
so I had to work out new shipping strategies, ind new logistic partners and rework shipping fees. I was
responsible for ordering goods, reconciling supplier invoices, and resolving supply chain issues and
incorrect deliveries. Furthermore, I managed the challenging logistics of shipping bulky goods across the
EU, including arranging home installations.

Supplax HQ: United States, CA JUN 2021 - AUG 2022
supplax.com
Position: Coordinator

Supplax is a third party company that connects installers with home owners for home remodeling
projects in the United States. My job as a coordinator entailed communication with installers and home
owners (clients) on the home remodeling projects and overseeing the deal until the project is inished.

Wardrobe Shop HQ: United States, CA APR 2019 - JAN 2021
wardrobeshop.com
Position: Customer Support Representative

Wardrobe Shop is an online shop selling Era-Speci ic dresses. My job responsibilities entailed customer
communication via email and chat, advising on the product qualities, order procedure and return terms.

Colby Digital HQ: United States, MD JUL 2016 – APR 2019
colbydirect.com
Position: Lead generator, Researcher, Sales manager Assistant

Colby Digital is a company generating leads for medical industry in the United States. This was
mainly a research job in the ield of sales and business development. I was building a database of
companies that could potentially become our clients (both CRM and Google Sheets), creating email
templates and targeting decision makers via set up Email campaigns and Linkedin. The goal was to get a
prospect on the phone with our CEO. Further appointment setting and scheduling.
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 INTERNATIONAL WORKING EXPERIENCE

Sales assistant at Crispy Kreme doughnuts South Carolina, US 2014 summer season,
students program

SHORT-TERM PROJECTS

Interpreter for Bancroft Global Development mission in Ukraine 2022: personal interpreter at meetings
with gov of icials.

EDUCATION

KYIV NATIONAL UNIVERSITY OF CULTURE AND ARTS 2012 - 2016
Field of study: International Relations Bachelors Diploma

LYRICS

I am a proactive and initiative go-getter who is not just making things right with the customer afterwards,
but also inds the root cause of the problem to make sure it is solved and does not replicate in the future. I
will always seek to build an ef icient system within my department effectively working with all other
involved departments so that everything works like a Swiss clock: all customer needs are anticipated and
cared for ahead of time. I put all the effort towards reducing complaints % to the minimum so that
customer service team is mostly there to gather positive feedback from our clients. I am a quick learner
always eager to gain new skills and step outside of the comfort zone.
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