Hlib Shvets

Hlib is a Support Strategy expert with 9+ years of experience in team leadership and AI-driven optimization. Specializing in scaling support teams and CRM implementation, he oversees operations at EverHelp for global clients. Notably, Hlib built a 62-agent team for Forma, managing 135,000+ monthly requests with 24/7 coverage. His approach integrates advanced analytics and process design to drive tech-driven efficiency and high-level performance.

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Hlib's signature pieces

Growth & Metrics

Strategy & Trends

25.03.2026

How to Develop Your Digital Customer Experience Strategy

A sharp digital customer experience strategy boosts retention and cuts churn by 25%. Discover the steps, tools, and trends that make it work. Read the guide.

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Hlib

Delivery Manager

Support Ops & Teams

EverHelp Blueprint

13.03.2026

SLA Customer Service: Free Template + Response Time Standards (Download Now)

Learn what customer service SLA means, get standard benchmarks by channel, and download a free, ready-to-use SLA template. Set clear expectations today.

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Hlib

Delivery Manager

Omnichannel Support

How-to Guides

18.02.2026

A Guide to Scaling Efficiency with Contact Center Analytics

Stop guessing, start optimizing. Learn to use contact center analytics to boost agent performance, cut wait times, and improve efficiency.

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Hlib

Delivery Manager

Growth & Metrics

Omnichannel Support

How-to Guides

30.01.2026

How to Build and Scale a Call Center: A Practical Guide for 2026

Build a world-class virtual call center support team today. Use our call center guide to streamline operations and boost efficiency!

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Hlib

Delivery Manager

Growth & Metrics

Strategy & Trends

23.12.2025

Zendesk’s Service Culture: The Customer Service Books Behind Success

Which customer service books do the giants follow? See the reading list behind Zendesk’s service culture success and find out what to prioritize.

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Hlib

Delivery Manager

Omnichannel Support

Strategy & Trends

18.12.2025

Inbound vs Outbound Calls: Which Is Better For Your Business? [Free Audit Checklist]

Learn the distinct roles, metrics, and best practices for inbound calls vs outbound strategies. Use our management checklist to boost your ROI!

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Hlib

Delivery Manager

Support Ops & Teams

How-to Guides

10.12.2025

How to Structure Your Teams for Efficiency: IT Support Tiers Explained

Learn how customer service tiers optimize resolution times. Find out how to reach 83% CSAT by structuring your IT support teams.

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Hlib

Delivery Manager

Growth & Metrics

Strategy & Trends

14.04.2025

What Every Business Needs to Know About Preventing Chargebacks

Chargeback rate is an unavoidable metric for businesses. Read and learn how to reduce your number of chargebacks by outsourcing customer support.

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Hlib

Delivery Manager

team

Get to know other authors

Victoria

QC Team Lead

QC Team Lead Victoria Stepashko has 7 years of experience in support and quality control, specializing in quality analytics and workflow optimization.

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Valentyna

VP of Customer Support

Support Operations expert Valentyna Dimova specializes in scaling global teams, AI tool integration, and QA frameworks across SaaS, eCommerce, and Fintech.

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Olha

Support Operations Manager

Delivery Manager Olha Vorobei specializes in team building, KPI management, and process optimization, delivering data-driven support solutions at EverHelp.

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Oleksandr

AI Integrations Lead

AI Integrations Lead Oleksandr Levchenko has 11+ years of experience in support operations and marketing, specializing in process management and team leadership.

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Nataliia

Chief Executive Officer

EverHelp CEO Nataliia Onyshkevych is a Forbes Business Council member specializing in scaling support, AI-driven transformation, and operational excellence.

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Dmytro

QC Delivery Manager

Quality Manager Dmytro specializes in QC process optimization and L&D. At EverHelp, he scaled teams from 15 to 60 and introduced 30+ standardized processes.

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Daryna

Delivery Manager

Delivery Manager Daryna Severenchuk has 10+ years of experience in management, customer service, and marketing, specializing in service process design and CX.

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Andrew

Chief Commercial Officer

EverHelp CCO Andrew Panteleienko specializes in B2B sales, GTM strategy, and scaling revenue. He has a proven track record of driving $7M+ ARR and global growt

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