Liia

LIIA ALEKSIEIEVA
IT SUPPORT MANAGER LVIV, UKRAINE [open contact info](look above in the "contact info" section)

DETAILS PROFILE
Lviv Evolved from chat operator to pre-sale lead. Expert in site-building, troubleshooting,
Ukraine copywriting , billing and pre-sale queries. Streamline workflows while building trust.
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section) EMPLOYMENT HISTORY
Date of birth Senior Technical Support agent at Crocoblock
21.08.1994 February 2021 — May 2024
Nationality I provided comprehensive support across various channels, including Billing, Pre-sales,
Ukrainian Refunds, Technical Chats, Tickets, Handling Angry Clients, Affiliates, and Customer
Account Cases. Key responsibilities included:
LINKS • Mentoring new team members and assisting with their tasks;
LinkedIn • coordinating Intercom settings for team members;
• developing workflows and macros for efficiency;
• writing tutorials and reporting issues;
SKILLS
• guiding clients through plugin usage;
Team Collaboration • troubleshooting complex site issues;
• collaborating with other departments;
Multitasking
• deputy of the chat team lead.
Coaching and Mentoring Proficient in utilizing various software tools including Intercom, Freshdesk, PeopleForce,
GLPI, Discourse, Trello, Jira, GitHub, WordPress, Elementor, Gutenberg, Bricks, and
Analytical Skills
PHPMyAdmin.
Adaptability
Pre-sale Team Lead at Crocoblock
Leadership May 2023 — January 2024

LANGUAGES Team selection and management; conducting meetings for collaboration; developing
English chat workflows and macros; analyzing chat interactions for improvement; documenting
and analyzing statistics for performance tracking.
Svenska

Ukrainian Freelance Illustrator at Selfemployed, Mykolayiv
April 2019 — December 2020
Social networking analysis; social media design; creating design for Information
Products; design of tutorials.

Head of Department at Steel Mastery, Kyiv
September 2018 — April 2019
Managing client correspondence for order details and measurements; coordinating
material procurement and liaising with tailors and craftsmen; handling global shipping
logistics and documentation; ensuring quality control through meticulous photoshoot
reviews.

EDUCATION
Bachelor's degree at Publishing and Writing, Open International University of Human
Development "Ukraine", Kyiv
August 2012 — July 2016

COURSES
How to Use Leadership Styles Effectively: Matched Leadership, Udemy
November 2023 — November 2023