Marina Marchenko
Ukraine
Summary
Highly skilled professional with expertise in Gorgias, Stripe, Sumsub, Thredd, Mailchimp, JIRA, and Hubspot. Demonstrates exceptional communication, teamwork, and problem-solving abilities. Adept at managing and motivating teams with strong leadership skills. Fluent in English and Ukrainian with elementary proficiency in German. Committed to delivering outstanding customer service and making informed decisions through critical thinking.
Overview
6
6
years of professional experience
Work History
Assistant Customer Support Manager
Bits
London
08.2024 - Current
- Led and managed a high-performing customer support team, ensuring exceptional service delivery and customer satisfaction.
- Effectively handled escalated issues, resolving complex customer concerns with efficiency and professionalism.
- Coached and developed team members, fostering skill enhancement and continuous improvement.
- Monitored and optimized team performance, consistently exceeding targets and maintaining high-quality standards.
- Conducted regular quality assurance assessments, driving improvements in service delivery and customer experience.
- Collaborated cross-functionally with various departments
- Excelled in problem-solving and decision-making, swiftly addressing challenges to ensure smooth operations.
- Managed detailed CRA reporting, contributing to accurate and timely decision-making.
- Reviewed and analyzed CRA quality assurance monthly reports, identifying areas for improvement and implementing necessary actions.
- Actively responded to Apple and Play Store reviews, addressing customer feedback and improving brand reputation.
Senior Customer Support Agent
Bits
London
03.2024 - 08.2024
- Resolved escalated issues efficiently, ensuring high customer satisfaction and maintaining strong client relationships.
- Trained and mentored junior agents, contributing to their professional growth and improving team performance.
- Monitored and analyzed team performance, implementing strategies that consistently met or exceeded service targets.
- Drove process improvements, streamlining workflows and enhancing overall operational efficiency.
- Conducted detailed reporting and analysis, providing valuable insights to optimize team performance and customer satisfaction.
- Fostered collaboration with cross-functional departments, ensuring seamless communication and alignment on business goals.
- Managed and reviewed CRAs reporting, identifying trends and driving improvements in performance metrics.
- Addressed and resolved CRAs disputes effectively, ensuring timely resolutions and maintaining service standards.
Customer Support Representative
Bits
London
11.2021 - 03.2024
- Efficiently handled customer inquiries, providing timely and accurate responses to enhance customer experience.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction and retention.
- Provided expert technical support, troubleshooting issues and ensuring seamless product usage.
- Delivered actionable feedback to other teams, driving continuous improvements in processes and customer service.
- Consistently ensured customer satisfaction by delivering exceptional service and exceeding expectations.
Admin and Partnerships Assistant
Bits
London
09.2021 - 11.2021
- Actively participated in pre-sales activities, contributing to the successful identification and qualification of potential business opportunities.
- Conducted in-depth research to ensure lead details were relevant and aligned with business goals, maximizing conversion rates.
- Established and maintained communication with potential partners, fostering strong relationships to drive business growth.
- Identified and explored new lead-generation channels, expanding the pipeline and increasing opportunities for sales.
- Ran targeted email campaigns, effectively engaging potential clients and driving interest in products or services.
- Collaborated closely with Product and Business teams, ensuring alignment on strategy and driving initiatives that enhanced sales performance.
Data Research Analyst
Brightest Minds
California
03.2019 - 08.2021
- Conducted in-depth data research, identifying key trends and insights to inform strategic decision-making.
- Executed targeted email marketing campaigns, driving engagement and generating qualified leads.
- Managed and ran successful email campaigns, optimizing content and timing for maximum impact.
- Maintained proactive communication with clients and partners, fostering strong relationships and ensuring satisfaction.
- Utilized CRM systems effectively to manage client data, track interactions, and streamline communication processes.
Education
Bachelor of Arts - Translation Studies
Zhytomyr State Ivan Franko University
Zhytomyr, Ukraine /2013 - /2017
Master of Arts - Translation Studies
Zhytomyr State Ivan Franko University
Zhytomyr, Ukraine /2017 - /2019
Skills
Gorgias
Stripe
Sumsub
Thredd
Mailchimp
JIRA
Hubspot
Communication
Teamwork
Problem-solving
Adaptability
Leadership
Time management
Emotional intelligence
Critical thinking
Customer service
Languages
English
Proficient (C2)
Ukrainian
Proficient (C2)
German
Elementary (A2)
Affiliations
- Sport
- Reading
- Travelling
- Cooking
Timeline
Assistant Customer Support Manager
Bits
08.2024 - Current
Senior Customer Support Agent
Bits
03.2024 - 08.2024
Customer Support Representative
Bits
11.2021 - 03.2024
Admin and Partnerships Assistant
Bits
09.2021 - 11.2021
Data Research Analyst
Brightest Minds
03.2019 - 08.2021
Bachelor of Arts - Translation Studies
Zhytomyr State Ivan Franko University
/2013 - /2017
Master of Arts - Translation Studies
Zhytomyr State Ivan Franko University
/2017 - /2019
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