# Alona Lutsenko

Alona Lutsenko is a remote worker on Himalayas, CS Operations and Reputation Manager at Avanquest, based in Ukraine.

Source: https://himalayas.app/@alonalutsenko

```text
Retention Manager at Avanquest who recovered 67% of refund requests and built chargeback-defense processes across an 8-brand SaaS portfolio.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Ukraine |
| Authorized to work in | Ukraine |
| Salary expectations | 30k+ USD |
| Job categories | Retention Manager, Retention Supervisor, Customer Operations Manager, Reputation Manager |
| Skills | Reactive Retention, Refunds and Cancellations Management, Retention Strategy, Customer Segmentation, Negotiation Strategy, Save Offer Design, Cancellation and Refund Reason Classification, Chargeback Defense, Evidence Documentation, Chargeback Reduction, Default Prevention, Refund Rate Reporting, Retention Rate Reporting, Chargeback KPI Reporting, Root Cause Analysis |
| LinkedIn | https://linkedin.com/in/alona-lutsenko-a4060315 |

## About

```text
At Avanquest, I own the cancellation and refund moment across an 8-brand subscription SaaS portfolio. I diagnose where refund flows lose revenue and design save offers for different customer types.

I recovered 67% of refund requests with no increase in chargeback rates. I also classified 26 cancellation and refund reasons to help separate true churn from disputes and plan changes.

I built chargeback-defense and dispute-evidence processes for high-risk cases, partnering with Billing and Risk and Acquiring teams to reduce payment defaults. I track refund, retention, and chargeback KPIs and share root-cause findings with CX leadership.

As Customer Retention Supervisor, I built and managed a retention team and developed processes, rebuttal playbooks, and hybrid human-plus-automation workflows that were later adopted company-wide. I also design and iterate AI retention bot save-offer logic and create SOPs and knowledge base standards.
```

## Experience

### CS Operations and Reputation Manager (current)

Avanquest. Jul 2024 - Present

```text
Own reactive retention across an 8-brand subscription SaaS portfolio, including cancellation and refund moments, negotiation strategy, and save-offer design. Diagnose leaks in refund flows, build chargeback-defense processes, and report retention KPIs to leadership.
```

Skills: Reactive-Retention, Customer-Segmentation, Negotiation-Strategy, Chargeback-Defense, Dispute-Evidence, KPI-Reporting, AI-Enabled-Retention-Workflows, Zendesk, PayPal, Stripe, Jira, Confluence, N8n, GenAI

### Customer Retention Supervisor

Avanquest. Aug 2021 - Jul 2024

```text
Built and managed a team of retention agents, designing retention processes, rebuttal playbooks, and hybrid human-plus-automation workflows later adopted company-wide.
```

Skills: Team-Leadership, Process-Design, SOPs, Retention-Strategy, Automation-Workflows

## Education

### Anthropic

AI Fluency and Claude 101, Artificial Intelligence. 2026 - 2026

```text
Completed AI Fluency and Claude 101 certifications from Anthropic in 2026.
```

### Udemy

Reputation Management, Reputation Management. 2026 - 2026

```text
Completed Reputation Management certification from Udemy in 2026.
```

### H.S. Skovoroda Kharkiv National Pedagogical University

2005 - 2010

```text
Attended H.S. Skovoroda Kharkiv National Pedagogical University from 2005 to 2010.
```

## Tech stack

- Zendesk
- Jira
- Stripe
- PayPal
- Confluence
- Gemini
- N8N

To contact Alona, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

## People also viewed

- [Анна Осипова](https://himalayas.app/@0001282): Business Development Manager, Robocode
- [Andrii Duletskyi](https://himalayas.app/@andriiduletskyi): Customer Care Team Lead, EverHelp
- [Svitlana Khorus](https://himalayas.app/@svitlanakhorus): Orders Management/ Chargeback and Dispute Analyst, PayPro Global Inc.
- [Anastasiia Zaliubivska](https://himalayas.app/@anastasiiazaliubivsk): B2B Client Success & Business Development Specialist, Self Employed
- [Ірина Черенюк](https://himalayas.app/@0005269): Customer Support Agent, Confidential Company
- [Kirill Osievskiiy](https://himalayas.app/@kirillosievskiiy): Sales Manager, Promin LLC
- [Solomia Kulbachynska](https://himalayas.app/@solomiakulbachynska): Customer Success Lead, PawChamp
- [Yevhenii Ihnat](https://himalayas.app/@SunnyDayWalker): Team Leader of Retention, Confidential Financial Services Company
- [Artem Ugon](https://himalayas.app/@artemugon): Billing Support Manager, Uniwell
- [Anton User](https://himalayas.app/@antonuser16): Billing Agent, Everhelp