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Olena Koloshynska

@olenakoloshynska

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Customer Support Specialist with 7+ years of experience.

Canada

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What I'm looking for

I am looking for a role that allows me to leverage my customer support expertise while fostering a collaborative and growth-oriented company culture.

I am a customer-focused and detail-oriented Customer Support Specialist with over 7 years of experience in delivering exceptional service in fast-paced environments. My journey includes more than 3 years in startup environments and SaaS, where I have successfully worked with both B2B and B2C clients. I am passionate about building strong, lasting relationships with customers by offering personalized and efficient assistance.

Throughout my career, I have demonstrated my ability to troubleshoot effectively, multitask, and utilize various platforms like Zendesk to resolve inquiries. I take pride in my proactive problem-solving skills and my natural curiosity for learning new technologies. My commitment to excellence has allowed me to achieve a personal CSAT score of 97%, surpassing the target of 90%, and I continuously strive to enhance the overall customer experience through collaboration and strategic initiatives.

Experience

Work history, roles, and key accomplishments

CX Specialist

Open Mind Developments

Feb 2024 - Jan 2025 (11 months)

Provided customer support and technical assistance across multiple channels, achieving a personal CSAT score of 97%. Collaborated with teams to share insights and drive product improvements, while proactively resolving technical issues.

Customer Support CSAT Problem Solving Zendesk Customer Feedback Communication SaaS

Head of Sales and Customer Support

Genesis Technology Partners

Jan 2015 - Mar 2018 (3 years 2 months)

Led a team of over 20 to provide outstanding customer support and sales services. Managed CRM tools to streamline interactions and developed customer success strategies, significantly improving retention and satisfaction rates.

Team Leadership Customer Support Salesforce Zendesk Customer Success Reporting Training Performance Monitoring

Sales Specialist

Skaut

Aug 2012 - Sep 2014 (2 years 1 month)

Conducted direct sales and provided personalized assistance to customers both online and offline. Maintained inventory and organized deliveries, ensuring a positive shopping experience.

Direct Sales Experience Inventory Management Data Entry Organizational Skills Customer Experience Communication Retail

Education

Degrees, certifications, and relevant coursework

Taras Shevchenko National University of Kyiv

Bachelor of Arts, Sociology

2012 -

Completed a comprehensive program in Sociology, gaining a deep understanding of social structures, human behaviour, and research methodologies. Developed strong analytical and critical thinking skills through coursework and research projects. Engaged in interdisciplinary studies, exploring the connections between sociology and other fields such as psychology, economics, and political science. Acti