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Work Background
Namecheap, IncBansko Hub Coordinator
Feb. 2025Bansko, Blagoevgrad, BulgariaLed the operations and community experience at Namecheap’s Bansko Hub - a unique space for digital professionals. > Oversaw daily operations, including coworking, accommodation, and logistics > Initiated and hosted community events, skill-sharing sessions, and local meetups > Fostered an inclusive and warm environment, shaping the Hub’s culture and resident experience > Built strong communication systems between team members and international guests
Namecheap, IncCommunity & Operations Coordinator (Bansko Hub & Balance Hub)
Feb. 2025Bansko, Blagoevgrad, Bulgaria> Facilitated Balance HUB workshops (stress management, information overload). > Coordinated Hub community initiatives: meetups, onboarding guide, rituals. > Supported onboarding & mentoring of new comunity members.
Freelance / Entrepreneur | RemoteTransformational Coach & Soft Skills Trainer
Apr. 2024RemoteI support professionals and teams through meaningful change, without burnout, via coaching, strategic workshops, and training. > Facilitated 40+ sessions (individual and group) on energy-aware planning, emotional resilience, and soft skills > Delivered live webinars for Namecheap’s Balance HUB on mental load and work-life harmony > Created and led Strategic Year Planning Course for 50+ women across industries > Developed the “Burnout Protection & Balance Strategy” program for individuals and corporate teams > Built Time Expert - an Instagram-based platform sharing tools for conscious planning
Freelance | RemoteMentor - Time Management & Optimization
May. 2023RemoteHelped professionals optimize their schedules and reduce cognitive overload through a blend of strategy and self-awareness. > Coached clients on aligning time use with values and energy > Designed personal productivity systems for mid-level managers and entrepreneurs > Advised on burnout prevention and conscious prioritization
NamecheapBilling Customer Support Specialist
Jun. 2021RemoteHandled sensitive billing requests and ensured a smooth experience for Namecheap’s global clients. > Resolved payment and account issues with empathy and precision > Managed escalated cases and collaborated with cross-functional teams (Jira, Trello, Confluence) > Supported documentation processes and internal knowledge base updates
NamecheapBilling CS Specialist
Jun. 2021Remote> Assisted global clients with billing, payments, and account-related inquiries; maintained a stable CSAT of 95%+.
> Resolved complex and conflict cases, ensuring a positive customer experience.
> Developed internal procedures for the Support team and contributed to the knowledge base (Confluence).
> Mentored new teammates at the request of the Team Lead: knowledge transfer and performance feedback.
> Familiar with core support KPIs (CSAT, FCR, CPT) and their link to training efficiency.
Kharkiv University of Humanities "People's Ukrainian Academy"Head of International Department (invited)
Jul. 2020 - Jun. 2021> Defined strategic directions and expanded cooperation with foreign universities, internship bases, and international partners.
> Developed and implemented a system for project analysis and selection, which reduced non-targeted submissions and optimized team resources.
> Coordinated grant project development and submissions, increasing the number of approved applications and broadening the department’s portfolio. > Formed and led cross-functional project teams (faculty, students, alumni): conducting kick-off meetings, facilitation, conflict mediation, team-building, and performance tracking.
> Introduced new communication platforms and marketing programs for student attraction and cultural integration.
> Created internal documentation and job descriptions, formalized collaboration processes with other departments.
Self EmployedFounder & CEO - Private Travel Agency
Jun. 2017 - Feb. 2022Kharkiv, UkraineLaunched and ran a boutique travel agency offering custom-designed tours. > Managed a team of 5; handled marketing, content, and client operations > Designed SEO content, client handbooks, and online presence across platforms > Produced branded materials and led all aspects of client engagement
Self EmployedFounder & CEO (Individual Tours 'Travel as Art')
Jun. 2017 - Feb. 2022Kharkiv, Ukraine🔹 Leadership & Team Development
> Designed and delivered onboarding programs for new managers, including service standards, communication scripts, and performance checklists.
> Built a zero-turnover team culture through continuous learning and development programs.
🔹 Service Excellence & Quality Management
> Implemented a customer service quality review system, analyzing client feedback, complex cases, and performance data to drive improvement.
> Familiar with core support KPIs (CSAT, FCR, CPT) and their application for enhancing service quality.
🔹 Learning & Growth
> Developed training modules for managers focused on sales consulting techniques, customer engagement, and retention strategies using real case analysis.
> Provided ongoing mentoring and performance coaching.
🔹 Client Experience & Brand Strategy
> Designed a client onboarding journey with personalized consultations, multi-touchpoint support, and proactive feedback collection.
> Created educational content (guides, checklists, “how-to” series) distributed via Telegram and Instagram, increasing engagement and self-service.
> Produced branded materials (guides, eco-bags, stickers) to enhance loyalty and brand recognition.
Wind Rose Travel CompanyTravel Consultant | Wind Rose Travel Company
Jul. 2013 - Jun. 2017> Managed end-to-end client service: from sales and trip organization to post-travel feedback collection.
> Coordinated with hotels and international partners to ensure seamless travel experiences.
> Contributed to steady client base growth and maintained high customer satisfaction (CSAT +12% over 2 years).
Kharkiv University of Humanities "People's Ukrainian Academy"International Relations Manager
Aug. 2011 - May. 2013Kharkiv, UkraineLed global partnerships and Erasmus+ programs. > Coordinated international mobility programs and study visits > Managed PR, cross-cultural communication, and internal content > Created branded gifts, coordinated logistics, and supported visiting scholars
Grecotel Hotels & ResortsEarly Career Roles: Guest Relations / Animator, Hotels in Turkey & Greece
May. 2008 - Oct. 2011Built early experience in intercultural communication, event facilitation, and guest experience
МДЦ "АРТЕК", УкраїнаEarly Career Roles: Program Coordinator, Artek Youth Camp (Crimea)
May. 2007 - Oct. 2007Crimea, Ukraine
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