Resume from October 1, 2019 PRO

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Support specialist

Full-time, part-time, remote.

City:
Mykolaiv

Contact information

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Work experience

Customer Service Quality Manager

from 05.2015 to 09.2018 (3 years 4 months)
Moto CMS, Миколаїв (IT)

-Monitor all support interactions with customers
-Work on continuous optimization and improvement of service quality
-Developing and Implementation "bonuses and penalties" system in Tech Support department
-Teaching new support members, improvement skills of current team
-Develop and maintain support materials + knowledge base (FAQ, tutorials, instructions)

Reducing Tech Support Department response time from 24 hours to 6 hours. Achievement and maintaining the high level of Client Satisfaction Rate with the product and Tech Support Team on the company website itself and on different independent review websites as well (trustpilot, sitejabber).

Tech Support Shift Manager

from 12.2013 to 05.2015 (1 year 5 months)
Moto CMS, Миколаїв (IT)

Tech Support Shift Manager Dec 2013 – May 2015
Same responsibilities as Support Specialist +
-Taking care of difficult customers
-Establish work graphic in Tech Support Shift
-Coach support team members

Tech Support Specialist

from 12.2012 to 12.2013 (1 year)
Moto CMS, Миколаїв (IT)

-Support clients via chat and tickets system (zendesk), pre-sale and technical questions.
-Support CMS


Education

НУК им. адмирала Макарова

СЕУ, Миколаїв
Unfinished higher, from 09.2004 to 11.2008 (4 years 2 months)


Language proficiencies

English — average


Additional information

I am interested in finding a remote job.


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