Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/365566/

Work experience

L3 Technical Support Specialist

from 12.2022 to now (2 years 8 months)
PandaDoc, Дистанційно (IT)

Management of escalated cases
API
Deliverability cases handling
SMTP log investigation
Connection with providers to troubleshoot the deliverability issues
Documentation creation
Workflow creation
Troubleshooting
Bug investigation
Bug reports
Knowledge sharing with agents from other teams/departments.
Agent coaching
Cross department work

Highlights:
- Creation, recording/conducting "Knowledge sharing" sessions with various teams to improve their expertise.
- Creation of Deliverability team. That was designed to train dedicated specialists to run investigations for the customers who face issues with the delivery of their documents.
Cross-department collaboration to improve performance and troubleshooting levels of Support/AM/CSM team members to reduce the amount of escalated cases.

Manager of Client Support for iContact & MRT

from 11.2020 to 06.2022 (1 year 7 months)
J2 Global, Одеса (IT)

- Training new team members and monitoring them till they can handle their daily tasks
- Monitoring and coaching agents of support and MR teams
- Performing regular QAs for the Support team and monitoring performance of newly created MRT team
- Monitoring of emails, chats and phone call interactions along with the reviews of the MRT team
- Schedule creation
- Interactions with BI so that agents can fulfill their duties
- Making sure that all business expectations are met
- Implementation and optimization of existing support processes

IContact Frontline Support and MR Teams' Manager

from 07.2020 to 06.2022 (1 year 11 months)
J2 Global, Одеса (IT)

- Creation of a new team from scratch.
- Training new team members and monitoring them till they can handle their daily tasks
- Monitoring and coaching agents of support and MRT team
- Performing regular QAs for the Support team and monitoring performance of newly created MRT team
- Monitoring of emails, chats and phone call interactions along with the reviews or MRT team

IContact Frontline Support Team Lead

from 11.2019 to 06.2022 (2 years 7 months)
J2 Global, Одеса (IT)

- Creation of the team from scratch
- Training new team members
-Monitoring and coaching agents
-Performing regular QAs to improve the results of agents
- Monitoring of emails, chats and phone call interactions

Helpdesk specialist

from 03.2017 to 05.2020 (3 years 2 months)
Speroteck Inc., Чернигов (IT)

Helpdesk, website monitoring, submitting jira tickets.

Technical Support Team Lead

from 07.2016 to 03.2017 (8 months)
AtomPark Software, Чернігів (IT)

Optimising departmen's work, creating solutions to speed up working process and improve general skills

Refund Manager

from 09.2014 to 03.2017 (2 years 6 months)
AtomPark Software, Чернігів (IT)

- Managing refund requests
- Development and optimization of refund procedure
- Creating a single refund procedure and its policy

Customer care agent

from 08.2012 to 03.2017 (4 years 7 months)
AtomPark Software, Чернігів (IT)

I have been working for more than 3 years as a member of the customer care team for AtomPark Software. AtomPark Software, Inc. is an International security and Internet marketing software development company. Work at this company has helped me to improve my communication skills and provided me with international communication experience with native speakers and users all around the world on a daily basis.
My duties:
- Providing information regarding our products and its functions (sales/pre-sales questions)
- Guiding users on how to use our software and help them understand how to get more profit from its work (technical support)
- Testing the software and services (testing the problem on our side and passing the information to the developer if necessary, if not – providing our customer with necessary support)
- Leading newbies

Education

Чернігівський Національний Педагогічний Університет ім. Т. Г. Шевченка

Філологічний факультет, мова та література англійська, Чернігів
Higher, from 2012 to 2013 (1 year)

Чернігівський Національний Педагогічний Університет ім. Т. Г. Шевченка

Філологічний факультет, мова та література англійська, Чернігів
Unfinished higher, from 2008 to 2012 (4 years)

Knowledge and skills

• MS Office
• Operating systems
• Windows
• PC User

Language proficiencies

• English — advanced
• Ukrainian — fluent