Alastair

Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/5308707

Work experience

Customer Solutions Team Lead

from 04.2018 to 02.2019 (10 months)
Wix.com, Tel Aviv (Website Creating and Small Business Solutions)

- Managing a team of CS agents, including multiple Product Support Leads (previous role)
- Responsible for their guidance, personal and professional growth
- Aligning my team with overall department and company goals
- Overseeing department projects outside of my team
- Communicating with other Team Leads from San Francisco, Miami, and Kyiv offices

Customer Solutions Product Support Lead

from 01.2017 to 04.2018 (1 year 3 months)
Wix.com, Tel Aviv (Website Creating and Small Business Solutions)

- Personally responsible for the quality of certain Wix products
- Managing a team of specialists from Tel Aviv, San Francisco, and Miami
- Coordinating and managing projects related to improving these products
- Communicating with users about their issues with these products
- Monitoring and training less specialised agents in these products
- Communicating with Product, R&D, and QA teams about issues and new features for these products
- Presenting to C-level management about the issues of these products
- Helping to build a new CS office in Kyiv through training and mentoring new agents there (both in person and remotely)

Customer Solutions Billing Specialist

from 08.2015 to 12.2016 (1 year 4 months)
Wix.com, Tel Aviv (Website Creating and Small Business Solutions)

- Learning and using backend payment systems
- Navigating internal policies and legal requirements relating to financial data and transactions of our users
- Communicating with users and helping them resolve billing and payment issues
- Monitoring the quality of less specialised agents
- Training less specialised agents in billing related topics

QA and Ad Ops Team Leader

from 01.2013 to 08.2015 (2 years 7 months)
DSNR Media Group, Ra’anana (Online Advertising)

- Organizing team schedule, relating to department deadlines
- Managing a team locally within Israel, and remotely in Bulgaria
- Communicating between teams working on a project
- Understanding issues from end users, providing support and solutions
- Use of Trello & JIRA for managing department wide projects
- Final responsibility for approving a version upload to production
- Presenting systems to clients and investors locally and remotely
- Managing integration between clients and our systems
- Lecturing company employees about technical systems

QA Engineer

from 12.2010 to 01.2013 (2 years 1 month)
DSNR Media Group, Ra'anana (Online Advertising)

- Producing Standard Test Documents and carrying out tests on a variety of web interface programs
- Designing cases to test data analysis algorithms
- Clearly explaining issues found

Education

University of Warwick

BSc, Physics, Coventry
Higher, from 2004 to 2007 (2 years 10 months)

St. Paul’s School

London
Specialized secondary, from 1999 to 2004 (4 years 10 months)

A-levels in Physics, Chemistry, Maths and Further Maths (A, A, A, B)
GCSES in 11 subjects (8 A*, 2 A, 1 B)

Knowledge and skills

Language proficiencies

• English — fluent
• Hebrew — above average
• French — average
• German — beginner

Additional information

I am an English immigrant to Israel, and have been living there for over 8 years. Through many business trips to Kyiv, I have grown to admire and enjoy Ukraine, and am now actively seeking opportunities to move and work there. I am obtaining private entrepreneur status in Ukraine, and so can legally work in this county.
Having used computers extensively throughout my academic and professional career for a wide variety of subjects, I have gained very strong computer skills. I also have a very strong grasp of the English language, both because it is my native tongue, and because I spend a lot of time reading and writing.

I have cultivated my technical knowledge and mindset as well as my communication skills, and I take a great joy in understanding and explaining problems. I am extremely passionate about seeking out new experiences, and am consistently excited by new puzzles and challenges. This carries over to my personal hobbies where I enjoy computer and tabletop gaming in all its forms, as I find it very interesting to challenge my friends and myself even during leisure time.