Summary
Overview
Work History
Education
Skills
Websites
Certification
Interests
Timeline
Generic
SVITLANA (LANA) ZABROVSKA

SVITLANA (LANA) ZABROVSKA

Customerr Success Specialist
Copenhagen

Summary

Experienced with managing customer relationships and delivering exceptional support to ensure satisfaction and loyalty. Utilizes effective communication and problem-solving skills to address client needs and implement solutions. Track record of fostering strong collaborations and adapting to dynamic environments for continuous improvement.

Overview

24
24
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
3
3
Languages

Work History

UX Designer & Scrum Master

Diabetes F
01.2022 - Current
  • Led user research, design, and testing for an AI-powered health app
  • Created wireframes and prototypes using Figma and Adobe
  • Managed Agile sprint planning as Scrum Master
  • Developed responsive designs to ensure optimal performance on various devices and platforms.
  • Conducted thorough user research, identifying key pain points and opportunities for improvement.
  • Enhanced user experience by designing intuitive navigation and visually engaging interfaces.
  • Applied both qualitative and quantitative analysis techniques to continuously improve end-user experiences.
  • Identified opportunities for workflow improvements within the design team, implementing new tools and processes that increased efficiency and productivity.
  • Identified, documented and reported on technical factors impacting interface performance.

Restaurant & UX Process Design

IKEA Food, Denmark
01.2024 - 05.2025
  • Redesigned point-of-sale workflows to improve training and customer experience
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Passionate about learning and committed to continual improvement.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Resolved problems, improved operations and provided exceptional service.

Project Manager & UX Designer

Foodsharing Copenhagen
01.2018 - 01.2022
  • Developed and tested UI/UX for web platform; aligned with brand and accessibility
  • Led community events and public representation for the NGO
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
  • Elevated user satisfaction with intuitive interface designs, incorporating user feedback and usability testing findings.
  • Identified opportunities for workflow improvements within the design team, implementing new tools and processes that increased efficiency and productivity.

Case Manager (SaaS & Customer Retention)

A1 TIS, Moscow
01.2016 - 01.2018
  • Supported infrastructure SaaS products with 74% customer retention
  • Conducted client trainings, needs analysis, and solution design
  • Used CRM tools for client tracking, upselling, and claims resolution
  • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.

Customer Success Specialist

BlaBlaCar
01.2016 - 01.2017
  • Provided customer support and issue triage for ride-sharing platform
  • Collected user feedback and contributed to UX improvement planning
  • Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
  • Actively sought customer feedback on products/services in order to improve quality and enhance overall experience.
  • Implemented process improvements that resulted in increased efficiency within the Customer Success team.
  • Mentored new hires within the Customer Success team contributing towards overall improvement in team performance and cohesion.
  • Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.

Account Manager (B2B Hardware)

Sunrise Company
01.2010 - 01.2014
  • Delivered tech product training, built client databases, handled post-sale support
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Leveraged CRM tools to maintain accurate records of client interactions and transactions.

Project / HR Roles

Various Companies
01.2002 - 01.2010
  • Managed educational, recruitment, and sales training projects
  • Skilled at working independently and collaboratively in a team environment.
  • Organized and detail-oriented with a strong work ethic.
  • Learned and adapted quickly to new technology and software applications.
  • Self-motivated, with a strong sense of personal responsibility.

Education

MSc - E-Commerce

Copenhagen Business School
Copenhagen
01.2021 - 01.2023

BSc - Biology & Psychology

Kherson State University
Kherson, Ukraine
01.2001 - 01.2005

Skills

  • Experienced in SaaS client support, onboarding, and CRM workflows

  • Strong communicator & relationship builder with customer-facing experience

  • Analytical and data-driven with a psychology and biology background

  • Deep UX design expertise (Figma, prototyping, accessibility, service design)

Certification

UX Nordics (2022), Service Design (CBS), Accessibility (CBS)

Interests

Community organizing, plant exchange networks, music festivals, crafting, Ørestad Social Club member

Timeline

Restaurant & UX Process Design

IKEA Food, Denmark
01.2024 - 05.2025

UX Designer & Scrum Master

Diabetes F
01.2022 - Current

MSc - E-Commerce

Copenhagen Business School
01.2021 - 01.2023

Project Manager & UX Designer

Foodsharing Copenhagen
01.2018 - 01.2022

Case Manager (SaaS & Customer Retention)

A1 TIS, Moscow
01.2016 - 01.2018

Customer Success Specialist

BlaBlaCar
01.2016 - 01.2017

Account Manager (B2B Hardware)

Sunrise Company
01.2010 - 01.2014

Project / HR Roles

Various Companies
01.2002 - 01.2010

BSc - Biology & Psychology

Kherson State University
01.2001 - 01.2005

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SVITLANA (LANA) ZABROVSKACustomerr Success Specialist