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Denis
Customer support representative
- Age:
- 36 years
- City of residence:
- Kyiv
- Ready to work:
- Remote
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Denis Pronkin CV
[open contact info ](look above in the "contact info" section)
[open contact info ](look above in the "contact info" section) (Viber), [open contact info ](look above in the "contact info" section) (Telegram); Skype - pronkin38
Work experience
Stopfraud (January 2023 — November 2024)
www.stopfraud.io Fintech, Cybersecurity
Content Manager/Moderator
-Monitoring reported posts for ToS violations
-Translating, editing and proofreading texts
(grammar, style, readability, accuracy, voice, tone and punctuation)
-Creating and developing SEO succesful content
Prothemos (March 2021 — November 2022)
www.protemos.com Translation and Localization, BPMS
Customer Success Manager/Technical writer
- Technical documentation of the product (guidelines, instructions, manuals etc.)
- Knowledge base development and support
- Creating video tutorials for existing users
- Preparation and conducting online presentations for potential clients
- Interaction between product departments and users desire-analytics
Suntech Innovation (January 2019 — March 2021)
www.suntechinnovation.com SaaS, Betting
1-st Line Technical Support Engineer
-Prompt reacting to partners' requests and alerts
-Resolving 1-st level complexity tickets
-Escalation of more complex tickets to relevant departments
-SLA priority control
Cancelon LTD (November 2017 — January 2019)
www.cancelon.com SaaS, Hotels Reservations
Customer Support Representative
-Providing customers' support via e-mails, phone calls and chats
-Handling and resolving customers' complaints and requests
-Identifying testing and assisting in solving QA WEB issues
Zeppelin Konzern (April 2015 — October 2017)
www.zeppelin.com Dealership, Special Machinery and Equipment
Call Center Agent/Sales Coordinator
-Inbound calls coordination (BPM) and Leads appointing (MS Dynamics)
-Content management (Wordpress) and Service Quality Surveillance (Aftersales)
Educational Test Center (February 2013 — April 2015)
www.ielts.org.ua, Educational Institutions
Teacher of the English Language
-Teaching English as a foreign language
-Preparing students for international exams (TOEFL/IELTS/SAT/GRE/GMAT)
Higher education
Kiev National Linguistic University, 2012
Applied Linguistics, Master's Degree
Papers
Course paper in Statistical linguistics, “The distribution of sentence length in English texts of
different styles”
Course paper in Automatic morphological analysis, “The degrees of comparison of the English
adverb”
Bachelor’s paper in Automatic morphological analysis, “The morphological coding of adverbs in
a corpus of English texts”
Master’s paper in Automatic morphological analysis, “The analysis of the adverb functioning in
a multilingual corpus”
Assistance: Participated in the creation of the English Learners’ Corpus, KNLU, 2010
Courses
Programming .NET C# Starter CyberBionic Systematics, 2015
Programming SQL Starter CyberBionic Systematics, 2016
Languages
Ukrainian — Native, Russian — Native, English — Advanced, German — Intermediate
Key skills
.NET, C#, ADO.NET, SQL, XML, ASP.NET, HTML, CMS, CSS
SDLC, ITIL, Agile, Scrum
MS Dynamics CRM, Jira, Zendesk
Trados, MemoQ, Praat
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Work experience
Stopfraud (January 2023 — November 2024)
www.stopfraud.io Fintech, Cybersecurity
Content Manager/Moderator
-Monitoring reported posts for ToS violations
-Translating, editing and proofreading texts
(grammar, style, readability, accuracy, voice, tone and punctuation)
-Creating and developing SEO succesful content
Prothemos (March 2021 — November 2022)
www.protemos.com Translation and Localization, BPMS
Customer Success Manager/Technical writer
- Technical documentation of the product (guidelines, instructions, manuals etc.)
- Knowledge base development and support
- Creating video tutorials for existing users
- Preparation and conducting online presentations for potential clients
- Interaction between product departments and users desire-analytics
Suntech Innovation (January 2019 — March 2021)
www.suntechinnovation.com SaaS, Betting
1-st Line Technical Support Engineer
-Prompt reacting to partners' requests and alerts
-Resolving 1-st level complexity tickets
-Escalation of more complex tickets to relevant departments
-SLA priority control
Cancelon LTD (November 2017 — January 2019)
www.cancelon.com SaaS, Hotels Reservations
Customer Support Representative
-Providing customers' support via e-mails, phone calls and chats
-Handling and resolving customers' complaints and requests
-Identifying testing and assisting in solving QA WEB issues
Zeppelin Konzern (April 2015 — October 2017)
www.zeppelin.com Dealership, Special Machinery and Equipment
Call Center Agent/Sales Coordinator
-Inbound calls coordination (BPM) and Leads appointing (MS Dynamics)
-Content management (Wordpress) and Service Quality Surveillance (Aftersales)
Educational Test Center (February 2013 — April 2015)
www.ielts.org.ua, Educational Institutions
Teacher of the English Language
-Teaching English as a foreign language
-Preparing students for international exams (TOEFL/IELTS/SAT/GRE/GMAT)
Higher education
Kiev National Linguistic University, 2012
Applied Linguistics, Master's Degree
Papers
Course paper in Statistical linguistics, “The distribution of sentence length in English texts of
different styles”
Course paper in Automatic morphological analysis, “The degrees of comparison of the English
adverb”
Bachelor’s paper in Automatic morphological analysis, “The morphological coding of adverbs in
a corpus of English texts”
Master’s paper in Automatic morphological analysis, “The analysis of the adverb functioning in
a multilingual corpus”
Assistance: Participated in the creation of the English Learners’ Corpus, KNLU, 2010
Courses
Programming .NET C# Starter CyberBionic Systematics, 2015
Programming SQL Starter CyberBionic Systematics, 2016
Languages
Ukrainian — Native, Russian — Native, English — Advanced, German — Intermediate
Key skills
.NET, C#, ADO.NET, SQL, XML, ASP.NET, HTML, CMS, CSS
SDLC, ITIL, Agile, Scrum
MS Dynamics CRM, Jira, Zendesk
Trados, MemoQ, Praat
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The candidate's resume is posted at https://www.work.ua/resumes/11736168/