Igor

Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/3164941

Work experience

Supervisor

from 03.2017 to now (7 years 2 months)
Support Your App, Kyiv, Киев (It-outsourcing)

•Coordination of agents' workflow in the team;
•Regular holding of QA for agents’;
•Preparation of various reports concerning the workflow within the project;
•Preparation of the working schedule for the team;
•Updating of technical documentation;
•Service Desk System tickets management;
•Maintaining constant contacts with vendors;
•Training of new employees;

Dedicated support agent

from 07.2016 to 04.2017 (9 months)
Support Your App, Киев (It-outsourcing)

•Resolving basic to complex support issues for customer inquiries received via support Omni-channel (emails, phone calls, live chat);
•Constant learning of a supported product (mobile game War Robots);
•Maintain constant contacts with vendors;
•Ensure customers’ happiness.

Head of structural unit

from 03.2016 to now (8 years 2 months)
Aurora ltd., Киев (IT)

•Processing of clients' incoming calls regarding technical support;
•Providing technical support to customers in the framework of its competence;
•Resolving conflict situations with customers;
•Coordination of workflow of the technical department;
•Preparation of various reports concerning the workflow of technical department;
•Control over customers’ payments.

Sales manager

from 08.2013 to 03.2016 (2 years 7 months)
Aurora ltd, Kyiv (Retail)

IT outsource technologies;
•Negotiations with potential customers, signing deals, maintenance and support of existing customers;
•Establishing selling prices by monitoring of competitors and customers’ demands.

Cryptologist

from 08.2011 to 07.2013 (1 year 11 months)
General Department of Government Communications of Ukraine, Kyiv (Telecommunications and networking)

•Data encryption/decryption

Education

Institute of Special Communication and Information Protection

Protect of information with restricted access and automation of its processing, Kyiv
Higher, from 2006 to 2011 (4 years 11 months)

Suvorov Military Lyceum

Kyiv
Secondary, from 2004 to 2006 (1 year 9 months)

Additional education and certificates

Games Academy, "Game testing QA" courses

2017, 1 месяц

Knowledge and skills

Language proficiencies

English — advanced

Additional information

•Responsible;
•Patient;
•Easy – going;
•Easy – learning;
•Goal – oriented;
•Organized.