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Yevhenii Ihnat

@sunnydaywalker

Retention Team Leader in financial services, coaching teams and handling complex customer escalations to support retention and repeat sales.

Ukraine

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What I'm looking for

I'm open to remote or international contractor roles in maritime SaaS, shipping technology, fleet management software, logistics SaaS, freight tech, TMS, and supply-chain technology.

At a Confidential Financial Services Company, I lead daily retention operations, support KPI execution, and coach team members through one-to-one reviews and development plans.

I handle complex customer escalations and support retention, repeat-sales, and relationship strategies across the customer lifecycle. I also identify churn drivers and process gaps, collaborating with other teams to improve workflows and customer handling.

Previously, as a Retention Manager, I worked with customers at risk of cancellation, diagnosed churn drivers, and developed tailored retention solutions. I also handled negotiations and objections while identifying appropriate upsell and cross-sell opportunities.

My earlier experience as a Sales Agent included consultative, needs-based selling and CRM recordkeeping. My maritime education in Navigation and Ship Handling gives me a foundation in vessel operations relevant to maritime and logistics technology.

Experience

Work history, roles, and key accomplishments

Current

Team Leader of Retention

Current

Confidential Financial Services Company

Jan 2024 - Present (2 years 8 months)

Lead daily retention operations, team performance and KPI execution; coach and mentor team members. Handle complex customer escalations and support retention strategies.

Customer Success Retention Team Leadership Coaching KPI Management Escalation Management Negotiation CRM

Retention Manager

Confidential Financial Services Company

Sep 2023 - Jan 2024 (4 months)

Managed customers at risk of cancellation, diagnosed churn drivers and developed retention solutions. Conducted negotiation and objection handling while identifying upsell and cross-sell opportunities.

Customer Retention Churn Prevention Negotiation Objection Handling Upselling Cross Selling CRM

Sales Agent

Confidential Financial Services Company

May 2022 - Aug 2023 (1 year 3 months)

Managed customer interactions through the sales process using consultative, needs-based selling and structured objection handling. Maintained accurate CRM records and worked toward sales targets.

Sales Consultative Selling Objection Handling CRM Customer Interaction

Education

Degrees, certifications, and relevant coursework

Dragomanov Ukrainian State University

Master’s Degree, English Philology

2024 -

Master’s degree in English Philology, ongoing as of 2026.

Danube Institute of National University “Odesa Maritime Academy”

Bachelor’s Degree, Navigation and Ship Handling

2017 - 2022

Bachelor’s degree in Navigation and Ship Handling, covering vessel navigation, passage planning, bridge procedures, maritime safety, ship handling, and merchant-vessel operations.