Maksym

MAKSYM KOTLIAROV
SALES TEAM LEAD | RETENTION TEAM LEAD
CONTACT CENTER TEAM LEAD | SALES COACH
Modena, Italy | [открыть контакты](см. выше в блоке «контактная информация») (WhatsApp) | [открыть контакты](см. выше в блоке «контактная информация») | [открыть контакты](см. выше в блоке «контактная информация») | Telegram: @cottlem
Available immediately | Full-time remote | Open to employer-supported relocation
PROFESSIONAL SUMMARY
Sales and retention leader with 6+ years of customer-facing experience and 2.5+ years in team-lead roles. Built and managed teams of 7-8 people, partnered with HR on recruitment, trained employees with no prior experience, reviewed calls, tracked KPIs, and handled escalated clients. Helped a new team deliver results in its first month and reach nearly 300% of target by the second month. English B2; experienced with international remote teams and markets.
CORE SKILLS
Team Leadership | Sales and Retention Management | Recruitment Support | Training and Onboarding | Performance Coaching | Call Quality Review | KPI Tracking and Reporting | Lead Allocation | Script Development | Objection Handling | Escalation Management | CRM and VoIP Systems | Remote Team Collaboration
PROFESSIONAL EXPERIENCE
CONFIDENTIAL INTERNATIONAL COMPANIES (NDA)
International Markets / Remote | Jan 2022 - Feb 2026
Retention Team Lead (Mar 2024 - Feb 2026) | Retention Manager (Sep 2023 - Feb 2024) | Sales Team Lead (Mar - Aug 2023) | Retention Manager (Jun 2022 - Feb 2023) | Sales Manager (Jan - May 2022)
• Led teams of 7-8 sales and retention agents, covering recruitment with HR, onboarding, daily coaching, call reviews, scheduling, performance management, and KPI reporting.
• Recruited and trained a seven-person sales team from the ground up; the team produced results in its first month and achieved nearly 300% of target by the second month.
• Monitored call volume, contact rate, conversion, average transaction value, retention, and objection handling, then used the results for practical coaching and daily priorities.
• Created scripts, checklists, and training workflows for employees with no previous experience and helped most new hires progress to independent client work.
• Assigned leads according to agent strengths and customer profiles, balancing workloads and improving the fit between employees and clients.
• Handled difficult client escalations, supported agents during challenging conversations, and stepped in when an account was at risk.
• Several employees I trained later progressed into senior leadership positions, including Head of Department and CEO roles in other companies.
BRITISH AMERICAN TOBACCO
Ukraine | 2019 - 2021
Retail Sales Consultant
• Advised customers, presented consumer products, and tracked sales, conversion, and average transaction metrics while consistently meeting assigned targets.
• Regularly ranked among the top 1-2 sales performers and supported international customers in English; completed a three-month remote cold-calling assignment during COVID-19.
TECHNICAL SKILLS AND LANGUAGES
Tools: Google Sheets, Microsoft Excel, amoCRM, Zoiper/VoIP, Slack, Rocket.Chat, WhatsApp, Telegram, Viber, and email platforms.
AI tools: Advanced use of AI tools for research, spreadsheet support, workflow optimization, and rapid problem-solving.
Languages: Ukrainian and Russian (native); English (B2, professional working proficiency); Italian (B1); Polish (A1).
EDUCATION
GENERAL SECONDARY EDUCATION | Secondary School No. 5, Sokal, Ukraine | 2018