Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/19791328/

Work experience

Head of customer support

from 08.2020 to 02.2024 (3 years 7 months)
MARIEMUR, Київ (Роздрібна торгівля)

Growing Customer Support Team from scratch
Hiring, onboarding, and terminating Customer service agents
Setting up CRM systems along with Helpdesks
Statistical analysis (KPI reports)
NPS surveys
Creating chatbot logic and implementing it to our working processes
Working with various software to optimize user and customer support
experience
Created and implemented CS quality assurance and bonus systems
Constant cooperation with Production Team to determine areas for
improvement

Head of customer support

from 09.2018 to 08.2020 (2 years)
Yola, Київ (IT)

hiring
onboarding plan development
training of newbies
agents evaluation
knowledge gaps identification (initiate improvements)
process issues identification (initiate improvements)
team metrics analysis
representing CS Team needs or product improvement

Knowledge Manager

from 01.2017 to 09.2018 (1 year 9 months)
Livingston Research Group, Київ (Освіта, наука)

keeping knowledge bases (Confluence) and learning management system (Adobe Captivate Prime) updated
making sure that the teams are aware of upcoming changes in working processes, policies and tools
working on the team evaluation approaches
preparing regular assessments on improving average evaluation score
detecting knowledge gaps and bridging them
learning programs development and implementation
hiring and learning processes automation

Team leader

from 10.2015 to 12.2016 (1 year 3 months)
Livingston Research Group, Київ (Освіта, наука)

developing different approaches to motivate team giving contextual and proactive feedbacks to CRs
helping shift attendees with issue resolution throughout the shift developing quality improvement initiatives and running advanced trainings participating in strategic brainstorms managing weekly schedule for all positions within the team making sure that all technical issues are reported properly and are in work

Customer support representative

from 10.2015 to 04.2016 (7 months)
Livingston Research Group, Київ (Освіта, наука)

providing customer service to clients from the UK, the US, Australia and Canada; answering customer inquiries, solving problems (approx. 40 cases per day, 600-800 per month selling company's services to existing customers and contacting potential ones working with CRM system
taking orders, determine charges, and oversee billing of payments, handle refunds and complaints

Education

Одеська Юридична Академія Інститут Інтелектуальної Власності

Інформаційна Аналітика, Київ
Higher, from 2015 to 2016 (1 year)

КНЛУ

Переклад японська та англійська мови, Київ
Higher, from 2010 to 2014 (4 years)

Additional education and certificates

Laba (Project Management)

2021, 1.5 місяці

KA Group (Customer Experience Conference)

2022

Zendesk Conference

2020

Knowledge and skills

• Zendesk
• Користувач Shopify
• Slack
• ClickUp
• Confluence
• Leadership
• Team management
• Work with clients
• Empathic
• Customer orientation
• Result orientation
• Implementation of the KPI system
• Onboarding for staff

Language proficiencies

• English — advanced
• Ukrainian — fluent
• Japanese — beginner