Andriy Pelypenko

Contact- (Mobile)- www.linkedin.com/in/andriypelypenko-40786b63 (LinkedIn) Top Skills Attention to Detail Delivery Performance Escalations Management Andriy Pelypenko Head of Customer Support Kyiv, Kyiv City, Ukraine Summary I have been working in the customer support field since 2010, and in support roles in general since 2003. Throughout my career, I have been part of teams in six different organizations. I have over ten years of experience in team leadership and about six years of official team management experience. I have assisted in the creation and management of customer support teams and processes, successfully building four teams. In my most recent position, I managed a customer support team focused on inventory, sales, training, and billing. My responsibilities included building processes, handling chargebacks and false positive incidents, optimizing current workflows, and hiring, tracking, and evaluating employees. Experience Fast Corporate Head of Customer Support October 2023 - June 2025 (1 year 9 months) Kyiv, Ukraine Head of Customer Support Team / Security Advisor (Head of Compliance and Customer Relations ) Hiring, firing, and maintaining CS Team Onboarding Creating / Updating CS procedures Monitoring and assisting CS team Assisting Customers (in case my involvement is needed) CS Team Communication fine-tuning Constant improvement of CRM system (and related tools) Jira Tasks and Bugs creation Communication with the rest of the team leads Assisting other teams with research or related requests/questions Page 1 of 5 Task escalations Handling Refunds Chargebacks handling (PayPal, CGI, Stripe, BlueSnap) VirusTotal monitoring, detection, tracking, and disputing false-positive incidents. Facebook for business comments/msgs moderation and replies Creation and launch of Marketing campaigns Customer Feedback Collection Processed 2k+ chargeback disputes (CGI, Stripe, PayPal, and BlueSnap) with 31% of won chargebacks in the card-not-present environment Managed to reach a customer engagement rate of 12% after the Chargeback claim was submitted. False Positive disputes the success rate of 30% (PUP / Adware environment) Implemented the Alerting system and procedures eHopper Manager of Customer Success team August 2020 - December 2023 (3 years 5 months) Kyiv, Kyiv City, Ukraine eHopper Manager of Customer Success team - Hiring Customer Support, Customer Success representatives: * Interviewing * Preparing technical tasks * Arranging equipment and work placements - Managing schedule * Vacations and sick days * US and UA Holidays and extra shifts - Create and implement processes for Customer Support/Implementation, Sales, Billing and Hardware teams - Set and track KPIs (CSAT, number of calls, chats, emails, web forms (missed/handled)) - Track and analysis of inquiries (types, handle time, response time), prediction of volume of inquiries based on historical data - Team education about the product - Communication and info sharing among teams, Coordination (Dev, QA, CS, Finance, Inventory) - Constantly coach team Page 2 of 5 - Daily/Weekly/Monthly Reporting to Upper management - Track and assist with team members’ career path - Timely team member replacement (if needed) Operations: - Configuration and constant update of CRM, Desk, etc., aiming towards automation and optimization, manual work reduction - As we are very flexible in terms of the services we provide, my task is to keep everything unified as max as possible Account Management: - Automation of customer follow-up processes - Gathering Feedback and sharing it with the appropriate team - Review collection Billing/Collections: - Tracking the process of follow-up and funds collection Inventory: - Managing integrations - Tracking Stock - Update Products and Prices Sales/Upsales: - Encourage team, and provide means and techniques of upsells () - Retention - Churn rate minimization B2B Soft 10 years 3 months Account Manager / Lead of Education and Product Information May 2019 - August 2020 (1 year 4 months) Kyiv, Ukraine Dedicated Account Manager • Operating as the lead point of contact for any and all matters specific to assigned accounts • Building and maintaining strong, long-lasting customer relationships • Answer client queries and identify new business opportunities among our existing clients Lead of Education and Product Information September 2017 - May 2019 (1 year 9 months) Kyiv, Ukraine - Interviews with candidates - Newcomers on boarding Page 3 of 5 - Tracking new releases, providing training to Support and Implementation teams - Arranging and leading meetings with dev and Tech Ops teams - Dedicated CS for VIP accounts - Team performance evaluation - Digital adaptation (tours, software simulators) - Preparing Help-desk articles Team lead customer support specialist June 2010 - September 2018 (8 years 4 months) Київ Key responsibilities: arrange and optimize work process of customer support department (15 CS reps); provide trainings; assign and assist with tasks; keep track on Customer Support department performance; monitor phone calls emails chats; evaluate individual CS rep/CS team performance; perform interviews with Customer Support Rep candidates; communication with partners; prepare statistical reports on calls, issues reported, cases/tickets submitted; provide support over the phone/chat/email; report software/ hardware issues to dev/tech team, in case it is not possible resolve them locally on client’s PC; assist with successful communication of CS Team with other departments (Dev, Tech, QA, Finance etc); assistance with VIP and problematic clients; creation of training materials for clients (video and online knowledge base) ControlPay Analyst of database 2009 - 2010 (1 year) Kyiv Key responsibilities: auditing sea, air, rail, road shipments; investigation and resolution of possible problems connected with international freight and payment; communication with carrier and shipper Printing houses in Ostroh and Lutsk Designer in Printing houses 2008 - 2010 (2 years) Ostroh and Lutsk Designer in Printing houses in Ostroh and Lutsk, video and sound operator in different projects, online video streaming of different events National University Ostroh Academy Teacher/lecturer, Lead specialist of Tech Support Page 4 of 5 2007 - 2010 (3 years) Ostroh, Rivne reg, Teacher/lecturer of “Informatics”, “International Information Systems”, “Technical support of the educational process” Lead specialist of Tech Support Key responsibilities: software, hardware, and local network troubleshooting university wide National University Ostroh Academy Computer lab administrator 2001 - 2003 (2 years) Ostroh Key responsibilities: software, hardware, and local network troubleshooting Education The National University of Ostroh Academy Specialist, Faculty of Romance and Germanic Languages · (2001 - 2006) Page 5 of 5