Аліна
Customer Success Manager, Account Management
- Employment:
- Full-time, part-time.
- Age:
- 34 years
- City of residence:
- Ivano-Frankivsk
- Ready to work:
- Ivano-Frankivsk, Remote
Contact information
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Work experience
Customer Service and Success, Sales Assistance
from 01.2020 to 08.2023
(3 years 7 months)
Remote projects, digital software and ecommerce, Дистанційно (IT)
Working at customer success for various remote projects as a freelancer (e-commerce - German and Swiss online stores, Digital Software Development products support and pre-sales tasks).
Responsibilities: Processing customer inquiries via tickets, live chats, calls and online meetings, updating documentation, dealing with suppliers, tech and sales teams, taking part at product updates preparation and review, content editing/translation, preparing email templates, preparing and updating manuals on the website, conducting demos and assisting sales and marketing teams with sales processes.
Customer Success Manager
from 04.2019 to 11.2019
(7 months)
IntechSoft, Харків (IT)
Customer Service and Software Support for BMW partner project at IntechSoft, Kharkiv, Ukraine
Responsibilities: Providing customer support via email and phone for BMW workers using the software product developed; updating user manuals, creating product articles and documentation, participating in customer process improving meetings.
Customer Success Manager & Account Manager
from 02.2018 to 03.2019
(1 year 1 month)
Ronis Business Tools (Recommend Pro), Харків (IT)
Developing customer relationships that promote retention and loyalty;
Working closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction;
Providing technical support to customers with to keep customers satisfied with the business’s products;
Creating policies and procedures that optimize the customer experience;
Gathering feedback from customers;
Analyzing customer data to identify the best practices
Helpdesk Engineer/Technical Support Agent
from 05.2017 to 02.2018
(9 months)
TEAM International, Харків (IT)
Investigating and resolving client cases using an internal database as well as SQL database;
Remotely connecting to clients' PCs to run the necessary application fixes (if required);
Communicating with clients via an online portal and emails;
Performing different internal system tasks per clients' or developers' requests
Customer Service Rep and Community Manager
from 05.2015 to 07.2016
(1 year 2 months)
Catalyst Apps, Харків (IT)
Managing players' Facebook groups;
Communicating with players via Facebook messages and emails and assisting them with different game issues or queries;
Working with the game's internal database to perform different players' account adjustment tasks;
Monitoring game processes and working closely with the QA team to enhance the efficiency of the development process.
Project Manager and Customer Service Rep
from 08.2011 to 07.2012
(11 months)
CR Systems, freelance (IT)
Providing customer service and project management for the 360- degree feedback evaluation projects.
Customer Service Rep
from 02.2011 to 02.2013
(2 years)
Sharkius Games, freelance (IT)
Customer Service Rep & Editor
from 12.2010 to 05.2011
(5 months)
Plarium Global, Харків (IT)
Education
University of Bonn
Asian Studies and Chinese, Бонн
Higher, from 2014 to 2015 (7 months)
Skovoroda Kharkiv National Pedagogical University
Language and Literature (English und German). Pedagogics and Methodic of the Secondary Education., Харків
Higher, from 2006 to 2010 (4 years)
Bachelor Degree
Additional education and certificates
Source IT
QA Manual Course
ESG Bonn
Intensive German Course, 2013
TestDAF Institute
International German Language Certificate (Test DAF)
Complex Internet Marketing course at Genius Space
2023, 5 months
Knowledge and skills
Language proficiencies
- English — fluent
- German — fluent
- Russian — fluent
- Ukrainian — fluent
- Chinese — beginner
Additional information
Internships
August 2012 - August 2013 Au Pair,Germany
May 2009 - September 2009 Work and Travel, USA
May 2008 - September 2008 Work and Travel, USA
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