Віталій

Trofymenko Vitaly
Date of Birth: 2.07.1990
Tel : [open contact info](look above in the "contact info" section) (+Telegram)
E-mail: [open contact info](look above in the "contact info" section)

I’ve got huge experience organizing and building workflow. I believe, that the best team is
made of all kinds of different people. Want to grow professionally overcome challenges
and bring the most awesome projects to life.

Personal treats:
- great soft skills. I can easily find common ground with people, and I am an absolute
team player with a mind of my own;
- curious; constantly looking to widen my horizon, thinking outside the box, helicopter
view;
- easily adapted to a new environment, capable of taking the right decision at the right
time;
- structural take on every task given.

Working experience:
United tech (1.06.2022 – 4.11.2022)
Product company
Customer support team leader
Tasks:
- workflow building for b2b and b2c support department;
- team management, to build and prepare a team for 24/7
support workflow;
- created 24/7 support;
Achievements:
- operating a 24/7 customer support department;
- integrate a new workflow for b2b;

WePlay Esports (06.2020 - 02.2022)
Esports products & Esports media
Tournament platform Operations Team Leader
Tasks:
- team management: budgeting, team structure management, KPI management,
 mentorship, requirements generation for the new team members and new candidates
interviewing;
- platform development: business requirements description, competitors research,
support on all stages of development, feedback on releases;
- community management and user experience: community interaction process set up,
user feedback processing, recommendations on user experience improvement,
community representatives' interviews arrangement;
- communication with stakeholders;
- crisis management;

ANZU.pro (02.2019 – 06.2020)
IT-products development & Esports media
Customer support Team Leader
Tasks:
- recruited team members and built the workflow from the ground up and building
the customer support department;
- establishing a connection between the department and the rest of the company's
structures;
- creating a KPI system and monitoring its implementation, regular analysis of the
department's indicators, optimizing department workflow;
- creating and maintaining a knowledge base for the customer support department;
Achievements:
- operating a 24/7 customer support department;
- highest average KPI for employees of the department;
- the extremely positive experience of the client from interaction with the project
support service;
ANZU.pro (10.2018 – 02.2019)
IT-products development & Esports media
Product manager
Tasks:
- researched contestor market; created functionality for the web project; -
composed and distributed the tasks; supervised task execution;
- selected temporal executors for particular tasks; / remote contractors - unfolded and
adjusted Atlassian products (Helpdesk, Confluence); - worked on the project life cycle after
release; - interacted with stakeholders.
Achievements:
- adjusted and organized workflow inside the team completing the tasks for final release; -
released the complete project and planned it’s further maintenance.

Open solution (6.2014 - 3.2016)
Outsource support development
Customer care, team leader of customer care department
Tasks:
- managed customer care (support) department;
- built department workflow;
- adjusted communication of adjacent departments.
Achievements:
- built functional mechanisms of the department; - - improved department
productivity and results.
Educations
Kherson National Technical University
Software development for automated systems.
2007 - 2011 (bachelor)

Languages: English (upper intermediate)