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Анастасія
IT-спеціаліст, Customer Support, Payment manager, Team Lead
- Age:
- 37 years
- City of residence:
- Dnipro
- Ready to work:
- Remote
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Dombrovska Anastasiia
[open contact info ](look above in the "contact info" section) / [open contact info ](look above in the "contact info" section)
[open contact info ](look above in the "contact info" section) (Telegram,Viber,Whatsapp)
Linkedin - [open contact info ](look above in the "contact info" section)
Education:
09.2006 - 02.2013 - Master’s degree (Philology), Translator of German and English languages.
Experience:
09.2011 - 09. 2012 - Au-Pair, Germany.
09.2012 - 09.2013 - FSJ in Schwarzwald Klinik Neurologie, Germany.
10.2013 - 09.2014 - Customer Support agent (ENG,GER,SPA), tech support of the websites.
Responsibilities: Receiving calls and tickets from clients regarding tech issues, payment
questions, refunds, cancellation of subscription, payment processing. Main metrics - AHT, FCR,
QA, Refund rate, SS rate.
04.2015 - 09.2017 - Payment manager (ENG,GER,SPA), tech support of the websites
Responsibilities : Ticket processing, chat processing. Payment questions, claims,
antifraud check. Main metrics - SL, AR in chats, QA, refund rate, smartsave rate.
09.2017 - 10.2022 - QA Team Lead
Responsibilities: Team coordination, control and motivation. Creating flows and manuals for
CS, conducting training sessions of QA agents. Work with reports and
analysing team effectiveness, improving drops in metrics.
10.2022 - 10.2026 - Outbound Customer Support Team Lead, iGaming.
Responsibilities: Work with the team ( onboarding, QA, schedule, motivation scheme,
training). Work on Outbound campaigns ( planning and creating campaigns for agents and
other communications channels), work with providers,work with tech part of Outbound process,
work with reports and analysing team effectiveness, improving drops in metrics.
Soft skills:
Attentive, responsible, punctual, communicative, easy-going.
Hard Skills:
Problem solver, multi-tasker, team player, administrative skills, manuals and instructions writing,
analysis, working with Outsource team, interviews and hiring, budgeting.
Tools:
Jira, Confluence, Excel, Google Sheets, Tableau, CRM.
Languages:
English - Upper Intermediate
German - Upper Intermediate
Spanish - Intermediate
Ukrainian - Native
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Linkedin - [
Education:
09.2006 - 02.2013 - Master’s degree (Philology), Translator of German and English languages.
Experience:
09.2011 - 09. 2012 - Au-Pair, Germany.
09.2012 - 09.2013 - FSJ in Schwarzwald Klinik Neurologie, Germany.
10.2013 - 09.2014 - Customer Support agent (ENG,GER,SPA), tech support of the websites.
Responsibilities: Receiving calls and tickets from clients regarding tech issues, payment
questions, refunds, cancellation of subscription, payment processing. Main metrics - AHT, FCR,
QA, Refund rate, SS rate.
04.2015 - 09.2017 - Payment manager (ENG,GER,SPA), tech support of the websites
Responsibilities : Ticket processing, chat processing. Payment questions, claims,
antifraud check. Main metrics - SL, AR in chats, QA, refund rate, smartsave rate.
09.2017 - 10.2022 - QA Team Lead
Responsibilities: Team coordination, control and motivation. Creating flows and manuals for
CS, conducting training sessions of QA agents. Work with reports and
analysing team effectiveness, improving drops in metrics.
10.2022 - 10.2026 - Outbound Customer Support Team Lead, iGaming.
Responsibilities: Work with the team ( onboarding, QA, schedule, motivation scheme,
training). Work on Outbound campaigns ( planning and creating campaigns for agents and
other communications channels), work with providers,work with tech part of Outbound process,
work with reports and analysing team effectiveness, improving drops in metrics.
Soft skills:
Attentive, responsible, punctual, communicative, easy-going.
Hard Skills:
Problem solver, multi-tasker, team player, administrative skills, manuals and instructions writing,
analysis, working with Outsource team, interviews and hiring, budgeting.
Tools:
Jira, Confluence, Excel, Google Sheets, Tableau, CRM.
Languages:
English - Upper Intermediate
German - Upper Intermediate
Spanish - Intermediate
Ukrainian - Native
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The candidate's resume is posted at https://www.work.ua/resumes/20455927/