Ірина Черенюк

I'm leading a Customer Support team at a confidential company, where I combine billing expertise, customer retention, and daily support operations. I've helped scale the billing function from 6 to 17 specialists through hiring, onboarding, coaching, and performance management.

I handle and review complex billing, subscription, payment, refund, cancellation, and chargeback cases. I focus on win-win retention outcomes through plan changes, extensions, partial refunds, and tailored solutions that balance customer needs with business interests.

I use CSAT, SLA, First Response Time, Resolution Rate, Resolution Time, and QA insights to improve team performance, workflows, documentation, and customer experience. I also coach agents on objection handling, de-escalation, communication, and complex-case resolution across US and European markets.

Previously, I progressed at Hexa from Customer Support Agent to L2 Agent and Customer Support Quality Analyst, reviewing support interactions and strengthening quality standards, feedback practices, and internal knowledge resources.