Oleksandra Skyba

Customer Success Team Lead @ HURMA System

Country

Ukraine

City

Kyiv

Industry

Computer Software

Skill

Customer Satisfaction, Payment Systems, Team Leadership, Customer Success, Customer Service, Presentation Skills, Software Integration, Creating Knowledge Base, Product Management, Laravel, Vagrant (Software), VirtualBox, PhpStorm, PHP, MySQL, Postman API, YouTrack, Customer Support, Управление командой, Формирование команды

Experience

Customer Success Team Lead

HURMA System

2023-9 - Present · 3 yrs 1 mo

Customer Success Manager

HURMA System

2020-10 - Present · 6 yrs

Kharkiv, Ukraine

- Facilitating the onboarding process for new customers; - Gathering and evaluating customer feedback to shape product requirements, features; - Collaborating with the Tech and Product teams to troubleshoot complex problems; - Creating and updating educational materials; - Delivering workshops for various stakeholders such as accountants, recruiters, HR managers, employees, and C-level executives.

Head of the Call Center, Financial Specialist

Internet-bilet.ua

2017-5 - 2020-7 · 3 yrs 3 mos

Kharkiv, Ukraine

- Recruitment and onboarding new employee; - Managing personnel, including conducting one-on-one meetings and fostering teamwork; - Composing technical tasks for CRM system and website enhancement; - Implementing contact center software (telephony system and chatbot); - Overseeing project scope, timeline, and contact center team management; - Establishing service standards for contact center employees; - Gathering and analyzing customer feedback; - Creating and updating educational materials; - Collaborating with other teams to resolve complex issues; - Generating client invoices; - Processing refunds.

Sales Manager

Шины и Диски

2016-11 - 2017-5 · 7 mos

Kharkiv, Ukraine

- Consulting buyers on the availability and characteristics of goods; - Interacting with suppliers; - Organizing and monitoring deliveries; - Providing full order support.