Sofiia Shevchuk
Poznan
Summary
Dynamic Customer Success Manager with a proven track record at IDR, achieving a 90% CSAT score through proactive client relationship management and effective product training. Skilled in Salesforce and cross-functional collaboration, I excel in enhancing customer experiences and driving strategic insights that influence business decisions.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
IDR
Poznan
11.2022 - Current
- Delivered timely and empathetic customer support, achieving a 90% CSAT score, consistently exceeding expectations
- Managed and resolved 30+ daily client queries using CRM tools like Salesforce and HubSpot
- Designed and conducted weekly product workshops for over 25 clients, increasing feature adoption and reducing support tickets
- Provided quarterly insights on customer needs and trends to Sales and Product teams, influencing strategic decisions
Head Chef
MIN'S TABLE
Poznan
07.2020 - 08.2022
- Managed and trained a team of 8 kitchen staff, overseeing daily operations and customer service
- Resolved operational issues, including supply shortages and customer complaints, ensuring high service quality
- Handled supplier negotiations and inventory management for cost-effective operations
Guest Relations Manager
JS Palma Stay Hotel
Palma de Mallorca
09.2019 - 06.2020
- Served as the primary contact for guests, resolving issues that led to a 20% increase in guest satisfaction scores
- Coordinated with housekeeping, catering, and events teams to ensure seamless guest experiences
Education
Bachelor's - Management and Administration
Kyiv National Economic University
Bachelor's and Master's - Management & Marketing (Hospitality, Gastronomy, Tourism)
Academy of Hotel Management and Catering Industry
Skills
- Customer Success
- SaaS platforms
- Client Relationship Management
- CRM (Salesforce, HubSpot, Pendo)
- Product Training and Onboarding
- Problem solving
- Cross-functional collaboration
- Communication and Public Speaking
- Team leadership
- Proactivity
- Attention to Detail
- Customer relationship building
Languages
Ukrainian
First Language
English
Upper Intermediate (B2)
B2
Polish
Advanced (C1)
C1
Volunteering
Polish Tutor — MIP, Poznan, Poland
March 2022 – May 2023
- Developed customized lesson plans focusing on grammar, vocabulary, and conversational Polish for various age groups.
- Facilitated cultural integration sessions to assist Ukrainian families adapting to Polish society.
- Prepared students for Polish language exams, achieving an 80% success rate.
Timeline
Customer Success Manager
IDR
11.2022 - Current
Head Chef
MIN'S TABLE
07.2020 - 08.2022
Guest Relations Manager
JS Palma Stay Hotel
09.2019 - 06.2020
Bachelor's - Management and Administration
Kyiv National Economic University
Bachelor's and Master's - Management & Marketing (Hospitality, Gastronomy, Tourism)
Academy of Hotel Management and Catering Industry
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