Andrii Duletskyi
@andriiduletskyi
I lead scalable customer support operations, improving CSAT, chargeback outcomes, and resolution workflows.
UkraineWhat I'm looking for
At EverHelp, I lead a 26-agent customer care team handling 9,800+ weekly requests across 12+ countries. I sustained 90% average CSAT, increased PayPal chargeback win rate from 72% to 88%, and helped raise Trustpilot from 3.7 to 4.4 stars.
I build support operations that scale without losing quality: Zendesk workflows and macros, QA scorecards, SLA reporting, coaching, and escalation management. I also led requirements and QA for an AI support assistant that resolves 57% of inbound requests with 91% accuracy.
Previously at MakeUp, I redesigned complaint and refund processes, reducing resolution time by 64% and increasing the money-saved rate from 36% to 73%.
Experience
Work history, roles, and key accomplishments
Customer Care Team Lead
EverHelp
Aug 2025 - Sep 2026 (1 year 1 month)
Increased PayPal chargeback win rate from 72% to 88% and sustained 90% CSAT. Led a team of 26 agents, retaining 92.4% over 8 months, and drove Trustpilot rating from 3.7 to 4.4 stars.
Lead of the Complaint Department
MakeUp
Oct 2022 - Nov 2024 (2 years 1 month)
Designed complaint-resolution strategy lifting money-saved rate from 36% to 73%. Redesigned workflows and built knowledge base, reducing resolution time by 64% and repeat questions by 82%.
Education
Degrees, certifications, and relevant coursework
Vasyl' Stus Donetsk National University
Bachelor's Degree, Journalism
Studied Journalism at the Philological Faculty.
Tech stack
Software and tools used professionally
Availability
Location
UkraineAuthorized to work in
Job categories
Skills
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