KYRYLO MIHULIA
Customer Service Manager & Trust And Safety Specialist
Bucharest
Summary
My name is Kyrylo Mihulia, a customer service manager with 3 years of experience in the logistics sector and a trust & safety associate in the media & entertainment industry.
As a customer service manager, I secured the customers' satisfaction level over 99% and increased customer loyalty metrics by 10%. Moreover, as a trust & safety specialist, I maintained the accuracy of solved jobs over 98%.
My core strengths are communication, attention to the details, and commitment to team collaboration.
I believe what differentiates me from others is that at all my previous jobs, I brought positive results. At my current place, I am in the top 5 by key KPIs; people emphasize not only my achievements but also the way I help my colleagues with difficult tasks, showing my commitment to the team goals.
Overview
4
4
Languages
5
5
years of professional experience
Work History
Trust & Safety Specialist
Genpact
Bucharest, Romania
09.2025 - Current
- Included in the top-5 performers on accuracy of solved tickets and AHT (average handling time).
- Kept the data of our clients safe and protected, promoting a proactive approach to risk identification and mitigation the influence of egregious content.
- Collaborated with cross-functional teams, for instance, quality analysts and policy experts, to implement safety improvements and best practices.
- Maintained a 98.2% review accuracy rate enforcing policy guidelines to make platforms safer place for users.
Technical Support Representative
CyberGhost VPN
Bucharest, Romania
05.2025 - 08.2025
- Secured the highest satisfaction rating of 99.06% ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Resolved technical issues related to VPN connectivity and software functionality, ensuring customer satisfaction.
- Provided guidance on account management, enhancing user experience with CyberGhost services.
CUSTOMER CARE MANAGER
CompareTheCarrier
Jacksonville, FL
05.2024 - 09.2024
- Found top clients like Global Fleet which a single check per one purchase racks up to $3000
- Enhanced client retention rates through proactive account management and timely issue resolution.
- Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
CLIENT EXPERIENCE MANAGER
Eltra Trade
Krčava, Slovakia
12.2023 - 04.2024
- Secured one of the highest revenue deal for over $80,000 with a single customer.
- Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Customer Service Manager
A1 Logistics
Jacksonville, FL
02.2021 - 03.2023
- Kept customer satisfaction level over 96%
- Successfully managed escalated customer issues, provided solutions that improved customer loyalty metrics by 10%.
- Boosted customer retention rates through proactive communication and increased numbers of positive reviews by half on TrustPilot, TransportReviews, etc.
Education
Master of Arts - Language Interpretation And Translation
Zaporizhzhia National University
Zaporizhzhia01-2021
Bachelor of Arts - English Language And Literature
Melitopol State Pedagogical University
Melitopol06.2019
Skills
High Emotional Intelligence
Team collaboration
Problem-solving and objection handling skills
CRM tools usage
Communication and interpersonal skills
References
- Alex, Nita, Manager of Customer Support department at CyberGhost VPN, +40 727 448 144, CyberGhost VPN
- Daria, Hutanu, Team lead, +40 748 521 925, CyberGhost VPN
Timeline
Trust & Safety Specialist
Genpact
09.2025 - Current
Technical Support Representative
CyberGhost VPN
05.2025 - 08.2025
CUSTOMER CARE MANAGER
CompareTheCarrier
05.2024 - 09.2024
CLIENT EXPERIENCE MANAGER
Eltra Trade
12.2023 - 04.2024
Customer Service Manager
A1 Logistics
02.2021 - 03.2023
Bachelor of Arts - English Language And Literature
Melitopol State Pedagogical University
Master of Arts - Language Interpretation And Translation
Zaporizhzhia National University