Yuriy

YURII LIASHCHENKO
Customer Support Manager / Support Supervisor | Service Operations | VoIP & SaaS
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​ Łódź, Poland

SUMMARY KEY ACHIEVEMENTS

Customer Support & Service Operations professional with 7+ years across ​ High customer satisfaction
enterprise tech support (VoIP/UC), SaaS onboarding/data migrations, and Maintained >90% CSAT in enterprise VoIP/UC
people leadership. Known for end-to-end ownership of escalations/projects: support; promoted to Enterprise tier (+15% scope).
aligning stakeholders, translating technical findings (APIs, logs, SQL) into clear
customer updates, and improving customer outcomes. Proven impact ​ Structured retention
including CSAT >90%, retention to 80–90%, and measurable
Raised client satisfaction and retention to 80–90%
productivity/process gains.
using KPI-driven retention programs.

EXPERIENCE ​ Performance feedback
Conducted evaluations and training; boosted team
Data Migration Specialist (SaaS Onboarding)
productivity by 25% and developed future leaders.
SE ranking 04/2025 - Present Warsaw, Poland
• Delivered end-to-end migration/onboarding projects for large client ​ Daily operations leadership
datasets into CRM/automation flows; achieved 99% transfer accuracy while
Managed a support team across CRM, VoIP, and
maintaining privacy and integrity controls.
cloud systems, ensuring service availability.
• Built Python automations to streamline migration steps, reduce manual
effort, and improve onboarding reliability (fewer errors, faster handoffs).
• Aligned requirements and progress across Sales, Customer Success, and LANGUAGES
Technical teams; managed scope/risk trade-offs to keep onboarding
English Proficient
predictable.
Ukrainian Native
Enterprise Technical Support Specialist (VoIP/UCaaS)
Nextiva 04/2021 - 11/2025 Warsaw, Poland Russian Native
• Provided enterprise-grade technical support for VoIP/UC customers;
sustained CSAT >90% and earned promotion to Enterprise tier.
• Owned escalations and outage response with Engineering: gathered
evidence, drove troubleshooting (VoIP + integrations), communicated
ETAs/workarounds, and ensured follow-through to prevent repeats.
• Improved support workflows and knowledge sharing to boost first-contact
resolution and enable junior specialists to independently resolve more
complex cases.

Senior Account Management & Retention Lead (Team Lead)
Quest Marketing 04/2019 - 01/2021 Kyiv, Ukraine
• Led account management/retention operations; increased client
satisfaction and retention to 80–90% using KPI-driven retention programs.
• Converted approximately 70–80% of high-risk accounts into long-term
relationships through structured outreach, analytics, and stakeholder
alignment.
• Coached and performance-managed the team; increased productivity by
25% and supported approximately 20% year-over-year revenue growth via
upsell and retention initiatives.

IT Operations Manager (Support Team Lead)
Midas solutions 02/2018 - 12/2018 Kyiv, Ukraine
• Managed IT operations and a support team of 5 (CRM, VoIP, networks,
endpoints, cloud) to maintain high service availability.
• Automated routine operations with Bash/Python, improving team
efficiency/productivity by 25% and reducing repetitive manual work.
• Tracked system health and incident patterns; prioritized fixes and
operational improvements to keep uptime and service delivery predictable.

Additional Technical Operations Experience
Kodershop 11/2023 - 03/2024 Kyiv, Ukraine
• DevOps Specialist - improved Azure/CI/CD reliability; reduced deployment
errors by 30%; translated technical changes into customer-friendly
updates.