Position: Customer service manager
Category: Project Manager
English level: fluent
Years of experience: 11

• 21 years of successful experience in B2C customer service with many satisfied clients worldwide, delivering top-quality service and support to meet project and business objectives.
• Proven problem-solving abilities and a track record of establishing successful long-term partnerships, resulting in win-win solutions and strategies.
• Experience in managing CRM programs, working with reporting and analytics to optimize customer engagement and retention.
• Tech-savvy and quick to learn new technologies to achieve the best results.
• Strong communication and interpersonal skills, with the ability to negotiate effectively with people at all levels and resolve conflicts with resilience.
• High performance-driven mindset.
• Experienced Art Project Owner and creator, with expertise in ceramic, ikebana, and global culture.
• A unique combination of analytical approach, creativity and leadership.
• Organized more than 100 events related to learning and self-development, demonstrating excellent project management skills.
WORK EXPERIENCE:
1.IT L2 Support Analyst
February 2022 - April 2023:
∙Project - British luxury fashion house based in London, England
∙Support L2 (ITIL) processes experience or understanding (service request, incident, problem, change, knowledge management processes)
∙Communication with the users, troubleshooting application issues, performing root cause analysis, work flow plan, and documentation.
∙Coordinating with cross-functional teams to ensure successful project delivery and resolving issues.
∙Communicating technical information to non-technical users in a clear and concise manner.
∙Identifying opportunities to improve IT services and recommending solutions to management.
∙Leading meetings and calls. 
∙Escalating unresolved issues to the appropriate IT team or vendor for further investigation and resolution.

2. Project Owner, Ceramic artist, and Creator in Kamiway (Odesa, Ukraine)
 November 2015 – February 2022:
∙An artist and creator
∙Run own studio and art project of ceramics creation, painting, ikebana Sogetsu, and cultural events organization for individuals and groups.
∙Customer support, sales, presentation, strategy, maintenance, etc. 
∙Participation in exhibitions and symposiums.
∙Social Media Management of Instagram and Facebook - content strategy and creation, advertising, Google analytics etc.
∙Facilitating project meetings and ensuring team members are aligned and engaged with the project goals.

3.Project Owner in Airbnb (property for rent) in Odesa, Ukraine.
June 2017 – January 2022
∙Status Super Host for 5 years. Providing a high level of hospitality service.
∙Defining the project scope and objectives in collaboration with stakeholders
∙Developing and managing a detailed project plan, including time lines and budgets
∙Identifying and managing project risks, issues, and dependencies

4.Social Media Manager in Facebook for American Family Insurance Agent Julia Scuibida
    July 2018 – January 2023
∙Content creation, posting, promotion, targeting, analytic, and reports

5.General Manager Assistant in the group of 5 companies "ASTRA-LIGHT" (Kyiv, Ukraine) 
October 2012 – October 2015:
∙Organization, administration, and support of many different business processes 

Technologies, systems, and IT knowledge:
SAP SMC, SAP C4C, SAP Marketing Cloud, SAP B2B2C, SAP PIM, Confluence, Jira, Slack, BMC Remedyforce, Cast Iron, Kibana, BMC Helix, Datastax, Python introduction, CSS introduction, ATG, Teams.
At the moment have time, ability and desire to work in new project part-time, remote.
Have big experience in customer service, organization and assisting.
Prefere to combinate of creativity and analitical approach to achive goals.