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Work experience

Support Team lead

from 03.2023 to 04.2025 (2 years 1 month)
WiFi Map, Дистанційно (IT)

-Managing support team
-Updating FAQ database
-Integrate Intercom to website and Android application
-Create a chat bot for iOS and Android application
-Set up the categorization of requests
-Organize and systematize reports on processes in support
-Creating teamplates for Googleplay and Appstore
-Creating macrosses and rules for Intercom and Zendesk administration
-Work with Jira
-Work with Stripe
-Integration AI to support workflows, AI specialist
- Chat bots development.
-Managing support team -Updating FAQ database -Integrate Intercom to website and Android application -Create a chat bot for iOS and Android application -Set up the categorization of requests -Organize and systematize reports on processes in support -Creating teamplates for Googleplay and Appstore -Creating macrosses and rules for Intercom and Zendesk administration -Work with Jira -Work with Stripe -Integration AI to support workflows, AI specialist - Chat bots development.
Skills: Artificial Intelligence (AI) · Chatbot Development · Stripe (Software) · Support Management · intercom

Project-менеджер

from 11.2021 to 11.2022 (1 year)
Weplay hoding, Київ (IT)

Managing projects in the unit
Creating weekly reports about all product (development team, marketing, biz-dev, operation team) to CEO
Communication with clients and project team
Strategic planing of the product
Managing project team
Creating masterdocs for projects, etc.
Creating road map for operations team
Creating yearly map for projects
Managing projects in the unit Creating weekly reports about all product (development team, marketing, biz-dev, operation team) to CEO Communication with clients and project team Strategic planing of the product Managing project team Creating masterdocs for projects, etc. Creating road map for operations team Creating yearly map for projects
Skills: Teamwork · Strategic Planning · Quality Control · Organization Skills · Project Planning · Analytical Skills · Budgeting · Problem Solving · Process Improvement

Head of support department

from 04.2019 to 11.2021 (2 years 7 months)
Weplay holding, Київ (IT)

Creating and updating regulations and rules for the product
Creating and updating Tone of voice for the product
Creating support unit from 0 to hero =)
Creating Help Center for a product through Zendesk
Optimization processes inside the team
Improving CSAT and NPS
Work with Back office (creating tournaments for CS:GO, Dota2, etc.)
Creating guides and articles for users
Working with development and product team
Working and managing Zendesk (owner level)
Have experience 2+years of managing support and operations team (15+ people)
Regular 1-1 with team members
Hiring people to the team and onbording
Weekly reports to CEO
Creating and updating regulations and rules for the product Creating and updating Tone of voice for the product Creating support unit from 0 to hero =) Creating Help Center for a product through Zendesk Optimization processes inside the team Improving CSAT and NPS Work with Back office (creating tournaments for CS:GO, Dota2, etc.) Creating guides and articles for users Working with development and product team Working and managing Zendesk (owner level) Have experience 2+years of managing support and operations team (15+ people) Regular 1-1 with team members Hiring people to the team and onbording Weekly reports to CEO
Skills: Team Leadership · Teamwork · Tone Of Voice · Organization Skills · Customer Satisfaction · Onboarding · Team Management · Troubleshooting · Team Building · Budgeting · Problem Solving · Planning · Multitool

Education

НУХТ

Автоматизація комп'ютерних систем, Київ
Higher, from 2009 to 2014 (5 years)

Knowledge and skills

• Комунікабельність
• Zendesk
• Intercom
• Onboarding for staff
• Staff training
• Впровадження системи KPI
• Ведення звітності
• Управління персоналом
• Уміння аналізувати
• Автоматизація процесів

Language proficiencies

• English — advanced
• Ukrainian — fluent
• Russian — fluent