Olha Burmak
Alicante
Summary
Accomplished leader in customer success, demonstrating expertise in multitasking and public speaking. Successfully spearheaded initiatives that reduced churn rates by implementing strategic engagement processes, resulting in enhanced customer satisfaction and loyalty. Proficient in problem resolution and team leadership, committed to driving continuous improvement and efficient service delivery.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Lead
Harmonic
Alicante
09.2022 - Current
- Built a strong team of Customer Success Managers.
- Increased customer retention and loyalty.
- Improved Customer Satisfaction Score.
- Upselling and cross-selling of products and services.
- Increased customer profitability.
- Reduced churn rates.
- Proactive problem-solving.
Customer Success Manager
GlobalLogic
Kyiv
01.2021 - 08.2022
- Built a strong and trusted relationship with customers.
- Collaborated in the development of the customer Success Strategy.
- The presented services and products in Anga show.
- Led training and development.
- Successful onboarding of new customers
- Reduced Customer churn
Service Delivery Manager
GlobalLogic
Kyiv
08.2020 - 01.2021
- Improved service delivery efficiency.
- Customer satisfaction and retention.
- Effective Risk Management
- Resolution of Service Escalation
- Enhanced client relationships.
- Introduced continuous development initiatives.
Customer Care Coordinator
Nokia Solutions and Netwroks
Kyiv
06.2018 - 08.2020
- Built a sustainable and trusted relationship.
- Efficient issue resolution.
- Reduced customer complaints and escalations.
- Proactive customer communication.
- Handled a complex customer issue.
Education
Master - Finance
Kyiv National Economic University
Kyiv, Ukraine07-2010
Bachelor - Finance
Kyiv National Econimic University
Kyiv, Ukraine07-2009
Skills
- Multitasking Abilities
- Public speaking
- Project planning
- Supervision and leadership
- Decision-making
- Friendly, positive attitude
- Problem resolution
Accomplishments
- Was rewarded as best CSM of the year - 2022
Languages
Ukrainian
First Language
English
Advanced (C1)
C1
Spanish
Elementary (A2)
A2
Russian
Advanced (C1)
C1
Affiliations
- Take part annually in Anga show
- Partner Kick-off Meeting
- Broadband Summit
Certification
- cOS Video Engine
- cOS Remote Phy Node
- Docsis, CMTS and cOS
- Cloud Native cOS Core
- Project Management for Creative projects
- Tailoring project delivery
- Project leadership
- How to sell anything with confidence
- Best practices of Customer Success Management
Timeline
Customer Success Lead
Harmonic
09.2022 - Current
Customer Success Manager
GlobalLogic
01.2021 - 08.2022
Service Delivery Manager
GlobalLogic
08.2020 - 01.2021
Customer Care Coordinator
Nokia Solutions and Netwroks
06.2018 - 08.2020
Master - Finance
Kyiv National Economic University
Bachelor - Finance
Kyiv National Econimic University
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