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Work experience

Lead CS&VIP

from 09.2020 to now (3 years 8 months)
DGN Games, Винница, Винницкая обл. (Social gaming / IT)

- coordinating Customer Support department on 3 different projects;
- coordinating VIP (Sales) department on 2 projects;
- marketing activities (in-app promotions and sales, content for promotional emails, push notifications, lead social communities);
- analytics (Databricks, Tableau): creating complex reporting, tracking KPIs;
- team management;
- reporting to stakeholders;

In general, based on BI analysis we make marketing decisions in order to increase main KPIs.

Support Leader & VIP Account Manager

from 11.2018 to 09.2020 (1 year 10 months)
DGN Games, Вінниця (IT)

Team/workflows management:
- quality control and feedback provision
- KPIs tracking/improvement
- providing service and technical training for employees
- managing knowledgebase (Confluence)
- managing Jira (prioritizing, assigning tasks + estimating time)
- managing Zendesk (accounts, work templates, reports, instructions, satisfaction survey, etc.)
- creating SQL queries for agents to collect customers' info via Databricks

Communication with Top Management/Stakeholders:
- providing solutions in order to develop/improve service strategy
- producing weekly reports (automated with ZD API, Tableau)
- tracking/escalating production issues

Communication with end-user:
- resolving GDPR cases
- managing refunds/FB disputes
- providing support via emails, Facebook communities (personal accounts)
- taking care of app store reviews (Apple, Google Play)
- managing Support Help Center (FAQ web page)
- managing VIP customers (sales + tech support)

Support Agent

from 07.2018 to 11.2018 (4 months)
DGN Games, Винница, Винницкая обл. (Social gaming)

- support customers via Zendesk

Service Desk Agent

from 02.2018 to 07.2018 (5 months)
SoftServe, Ивано-Франковск (IT)

- deep understanding of the operation support workflow;
- handling and resolving customer, application and operation support related issues;
- working with English-speaking customers;
- providing customer and technical support for the following projects: CloudShare, Training for Jira app, Alphapoint, Stihl, MS Teams Integration, Innovations Management platform, Overhaul, Imprivata;
- Jira Administration (basics).

Refund manager

from 04.2017 to 02.2018 (10 months)
ZoomSupport, Ivano-Frankivsk (IT)

•refund cases investigation;
•providing quality control;
•support/sales/billing agents evaluation;
•feedbacks provision based on evaluated cases results;
•refund evaluation funnel creation/updating;
•refund cases evaluation stats producing;
•making decisions in order to decrease refund rates.

Senior Support Agent

from 06.2016 to 04.2017 (10 months)
ZoomSupport, Ivano-Frankivsk (IT)

•providing remote technical support;
•handling and resolving English-speaking customers’ requests;
•developing and mastering experimental troubleshooting techniques on the way of resolving unusual cases;
•cooperation with Sales department to resolve issues and consulting sales agents on the pre-sale stage;
•providing feedbacks about the software related issues;
•night shifts.

Education

Івано-Франківський національний технічний університет нафти і газу

Інститут Інформаційних Технологій, Комп’ютерні системи та мережі, Ивано-Франковск
Higher, from 2011 to 2017 (5 years 5 months)

На даний момент є аспірантом кафедри Комп’ютерних систем та мереж, ІФНТУНГ

Additional education and certificates

Apple certification, OS 10.12 (Apple certified)

Київ, 2017

Business communication

Vinnytsia, 2019

Soft Skills Pro

Vinnytsia, 2018

Management Skills: Developing People, Leading Teams & Process Improvement

January, 2020

Agile Crash Course: Agile Project Management; Agile Delivery

January, 2020

Knowledge and skills

Language proficiencies

• English — above average
• Russian — fluent