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Work experience

Technical Writer

from 04.2016 to now (8 years 1 month)
Volya, Киев (IT)

Main Responsibilities:
Organize and write supporting documents for products
Writing easy-to-understand user interface text, online help and developer guides
Gather usability feedback from customers, designers, and manufacturers
Working with internal teams on product and documentation requirements
Revise documents as new issues arise

Customer Care Manager / Order Processor

from 12.2007 to 04.2016 (8 years 4 months)
Ashlar-Vellum Ukraine / Alphacorr (IT-software Manufacturing), Киев (IT)

Skills and Achievements

Over 8 years of Order Processing and email and phone customer service for English-speaking customers all over the world.

Maintained daily average order entry rate as minimum of 35 orders per day while average error rate below 2% of entire processed orders.

Raised the sales of the product thanks to well-organized mass email campaigns.

Trained 5 new employees in how to use Filemaker, entering customer data, processing different types of orders (wrote the order processing manual for new employees).

Main responsibilities:

Processing Orders in Filemaker 13 (which included: completing customer's contact information, sending out invoices, processing refunds, creating credits, processing download requests)
Daily work with Kayako support suite ticket system
Processing customer complaints, requests via email and phone
Assisted customers in navigating the companies website, and placing orders online and trouble shooting any technical issues.
Work with BlueSnap payment system (creating new group of products, contracts, updating prices, creating discount coupons, processing refunds, disputes, etc.)
Sending Mass Emails via Jangomail, Constant Contact, Mailigen (up to 40 000 customers)
Preparing databases for target group of customers for Mass Mailings
Arranged product shipment via Mimeo shipping company.

Translator

from 08.2007 to 01.2008 (5 months)
Group of Companies Industry, Житомир (Russian localization of operation and maintenance manuals for construction machinery (excavators, wheel loaders, concrete pumps).)

Teacher of English and German

from 09.2001 to 08.2007 (5 years 11 months)
Zhytomyr Builders' Training College, Житомир (Education and science)

Education

Zhitomir State Pedagogical University named after Ivan Franko

Faculty of Foreign Languages, teacher of English and German, Житомир
Higher, from 1995 to 2001 (5 years 9 months)

Additional education and certificates

Work as Au-Pair in Germany

2001, 1 year

Knowledge and skills

Language proficiencies

• English — advanced
• German — average
• Russian — fluent
• Ukrainian — fluent

Additional information

Personal qualities

Responsible, attentive to details, logical thinking, punctual, enthusiastic, able to work remotely.