Віолетта

Violetta Smirnova
Location: Bucharest, Romania
Email: [открыть контакты](см. выше в блоке «контактная информация»)
Phone: [открыть контакты](см. выше в блоке «контактная информация») (Telegram/WhatsApp)
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Professional summary: Customer Support and Customer Success leader with 15+ years of
experience across B2B and B2C SaaS and technology-driven environments. Proven expertise in
leading high-performing teams, improving customer satisfaction and retention, and managing key
client relationships. Strong people manager with hands-on experience in operations, process
optimization, and cross-functional stakeholder collaboration.

Work experience:
Upgrade Parade, Corp - Customer Success Lead/ Project Manager (May 2019 – Present)
• Lead and manage customer support operations for B2B and B2C clients, providing CMS and
platform support.

• Own customer relationships, ensuring timely issue resolution, high satisfaction, and long-term
retention.

• Manage multiple projects across the full software development lifecycle, coordinating between
technical teams, stakeholders, and clients.

• Track project scope, timelines, risks, and delivery, ensuring projects are completed on time and
within budget.

• Lead, mentor, and motivate cross-functional teams, fostering collaboration and accountability.

• Communicate project status, customer feedback, risks, and improvement areas to leadership.

Namecheap, Inc - CS Administrative Manager (May 2015 – Oct 2017)
• Designed, implemented, and maintained administrative and operational processes for Customer
Support teams.

• Ensured consistent workflows, performance standards, and optimal working conditions across
teams.

• Participated in recruitment, onboarding, training, and performance assessment of support staff.

• Acted as Product Owner for an internal CS QA tool: gathered requirements, prioritized backlog,
ran iteration meetings, and coordinated stakeholders.
• Led multiple internal projects, including the migration of documentation from Jive to Confluence,
the transition of internal task tracking from Redmine to Jira, and the evaluation of alternatives to
the Kayako support system.

• Coordinated cross-department communication on new policies, tools, and software updates.

WebhostingBuzz LLC - Support Team Manager / Customer Service Manager (Nov 2011 -
May 2015)
• Managed and scaled customer support teams, driving quality, SLA compliance, and performance
metrics.

• Owned escalations and relationships with key and high-value clients, acting as the primary point
of contact.

• Recruited, onboarded, coached, and developed team members; provided regular feedback and
performance reviews.

• Facilitated Scrum ceremonies and collaborated closely with technical and product teams.

• Supported HR processes, including performance reviews, probation evaluations, and team
engagement initiatives.

• Led major initiatives, including the launch of Roboshift (cPanel licenses reseller) from scratch and
the migration of aussiehost.com clients to a new CRM.

WebhostingBuzz LLC - Billing Manager (Sep 2009 – Nov 2011)
• Led billing operations and billing support teams, ensuring accuracy, compliance, and customer
satisfaction.

• Developed and continuously improved fraud prevention policies and billing workflows.

• Collaborated with cross-functional teams to improve billing processes and customer experience.

• Mentored and onboarded new team members.

Languages: English - C1.

Core Skills: Customer Support Management | Customer Success | Account Management
| Team Leadership | Escalation Management | Process Optimization | Stakeholder
Communication | Cross-functional Collaboration | Project & Delivery Management |
Product Ownership | KPI, SLA & Performance Management.