Contact information

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Work experience

Sales Representative, Support Representative, QA Help Desk, Senior QA

from 03.2015 to now (9 years 2 months)
Zoom Support Ukraine, Львов (IT)

Work History:


March 2015 to May 2015

Zoom Support Ukraine Ternopil

“Direct Sales”


•Managed call flow and responded to technical support needs of customers.


•Met and exceeded company sales and productivity goals.


•Demonstrated professionalism and courtesy with customers at all times.


•Followed up with clients to ensure optimal customer satisfaction.


•Conducted research to address customer concerns.


•Activated accounts for clients interested in new services.


•Coordinated product orders.



May 2015 to December 2015

Zoom Support Ukraine Ternopil

“Customer Support Representative”


•Managed call flow and responded to technical support needs of customers.


•Resolved customer issues in a clear, courteous and straightforward manner.


•Demonstrated professionalism and courtesy with customers at all times.


•Identified and solved technical issues with a variety of diagnostic tools.


•Resolved problems with malfunctioning products.


•Followed up with clients to ensure optimal customer satisfaction.


•Conducted research to address customer concerns.


•Worked closely with team members to meet or exceed all customer service requirements.


•Enthusiastically participated in job related training.


•Used ticketing systems to manage and process actions taken.


•Set up PC and Apple desktops and laptops and various types of mobile devices.







December 2015 to December 2016

Zoom Support Ukraine Ternopil

“QA Support Manager”


•Maintained high departmental standards for quality and productivity metrics.


•Worked closely with team members to meet or exceed all customer service requirements.


•Reviewed technical documentation and procedures.


•4 times in a month checked and evaluated recorded conversations of Support Representatives for quality, management and technical skills.


•Worked with the customers, who were somehow unhappy about the service received;


•Worked on improvement of company-important metrics (CRR, CSR, NPS etc.);



December 2016 to February 2017

Zoom Support Ukraine Lviv

“Senior QA Support Manager”


•Maintained high departmental standards for quality and productivity metrics.


•Worked closely with team members to meet or exceed all customer service requirements.


•Reviewed technical documentation and procedures.


•Worked on improvement of company-important metrics (CRR, CSR, NPS etc.);


•Worked on development of different kinds of Templates to be used during Support Agent or QA working process;


•Conducted weekly, monthly and extra meetings with local team or regional representatives, based on different topics;


•And a lot more;



Неодноразовий номінант та переможець конкурсу Global Support Professional в компанії;

Certificates: Apple Certified Support professional 10.11 (Exam passed on March 24, 2017).

Education

ТНПУ ім. В. Гнатюка

Іноземні мови, Тернополь
Higher, from 2011 to 2015 (3 years 9 months)

Language proficiencies

• Russian — fluent
• English — advanced

Additional information

Certificates: Apple Certified Support professional 10.11 (Exam passed on March 24, 2017).