Position: manager
Category: Support
English level: fluent
Years of experience: 7

Hard skills:
- Excellent analytical and troubleshooting skills.
- Perfect ticket management skills (SLAs, knowledge base management,
workflow management, technical training).
- Applied Agile project management.
- Support team supervision (daily coordination, motivation).
- Onboarding.
- Application/services I worked with: AWS, Atlassian (Jira, Confluence,
Bitbucket), Postman, Active Directory, WordPress, CRM systems, MS
Visual Studio, Photoshop.
- Extensive experience in finances, banking, management, international
negotiations.
- Fluent in English.
Soft skills:
- Good communication skills.
- Organizational skills.
- Stakeholder- and client-oriented.
- Proactive and self-starter.
- Team player attitude and easy at communication.
- Keen to learn and fast learner.
- Stress-resistant.
06.2019 – current time (remotely) 
Customer success manager for projects

List of the customers:
Tempesta Media, US (Content production company).  
Omilia Language Solutions, Greece (AI  technologies).  
Greensill Capital, UK (Finance). Ciklum  
Responsibilities:  
Account management. Knowledge base management. Writing step-by-step processes, technical  solutions, SOPs. Content management. Ticket management. Project tracking via Trello/Jira boards. Nurturing email campaigns. Project planning and development. Application and technical support. New clients onboarding. Communication with customers by email, Slack/Skype and via ticketing system.
08.2015 - 05.2019  
Project manager. Business development manager. SEO specialist.  EMEX Medical GmbH, Germany (Healthcare).  
Responsibilities:  
Website development and optimization (SEO, content optimization,  link building, SMM, email marketing, Google Analytics).  Team lead (web developers, copywriters).  Basic WordPress site corrections and web development. Strategic and marketing management. Customer Success Manager. Interacting with partners, clinics and patients (German, English). Managing internal CRM systems for leads. 

12.2014 - 08.2015  
Business development manager. Customer support.  
Bookimed, Ukraine (Healthcare)  

Responsibilities: 
Call-center operator providing each patient with support and  information on the treatment options abroad. Assistance in searching the best clinic for patient treatment. Searching and cooperating with clinics and medical agencies all over  the world. Project development. CRM and web marketing. International sales.  
12.2011 - 12.2014  
Foreign partners manager. Translator. Office coordinator.  Monet Fashion Group, Ukraine (Retail)  

Responsibilities:  
Email and phone engagement with foreign partners (high-fashion  brands representatives: Italy, USA, France – more than 40 companies). Procurement supporting (orders, invoices, shipment, goods arrivals).  Control on fulfillment of the obligations according to the contracts  (terms of delivery and production of the goods, refunds, discounts, returns, etc).  Control the invoices and packing lists.
Visit/connent to my page in LinkedIn by name Mariia Kyselova, Customer success manager.
I am a customer success professional and project strategist who strives to make an impact and change the world. For the better.
Having a master's degree in both Finance and Applied Mathematics, I have been actively following and working with IT outsourcing/product for more than 8 years.
Because of the early start of my career and being given opportunities in different roles, quite easily I found myself being the most passionate about customer support and developing internal procedures to help the team to succeed.
I have experience in healthcare, digital marketing, retail, finances, AI. 
I am flexible with various work schedules, with the exception of night shifts.