Владислав

Vladyslav Balasanov
Service Manager TeamLead
E-mail: [open contact info](look above in the "contact info" section)
Phone: [open contact info](look above in the "contact info" section)
Lviv, Ukraine

PROFILE

I have a background of 7 years of experience in customer service and support across
different industries such as e-commerce, gaming, and logistics. I have developed a strong
understanding of customer needs and communication skills while managing customer
inquiries and providing solutions to their problems. Now, I am seeking to take on a new
challenge and develop my skills in customer service team management. I am looking to
leverage my experience and expertise to lead and train customer service teams to deliver
excellent customer experiences.

EXPERIENCE

Migway (https://migway.com)
After Hours Customer Service TeamLead 06.2022– 01.2025
● Ensure timely response and resolution to customer inquiries;
● Monitor customer service requests and complaints;
● Coordinate with other departments for the resolution of customer issues;
● Train and monitor After Hours support staff;
● Develop and maintain customer service policies and procedures;
● Monitor customer service performance and ensure customer satisfaction;
● Ensure adherence to After Hours support standards;
● Provide feedback and coaching to After Hours support staff.
SHOPMONKEY (https://www.shopmonkey.io)
Senior Customer Support 04.2021– 02.2022
● Handling customer queries;
● Monitoring customer satisfaction;
● Improving customer support processes;
● Collaborating with other departments;
● Tracking customer support metrics;
● Creating customer support documentation.

Legionfarm (https://legionfarm.com)
Senior Customer Support 10.2020– 04.2021
● Responding to customer inquiries and concerns about the services the company provides.
Answering questions about the different games, coaching and mentoring services, and any
technical issues that customers may experience.
● Troubleshooting any issues customers are experiencing with the services provided by the
company. resolving technical issues or addressing complaints about coaching or
mentoring services.
● Providing guidance to customers on how to use the services provided by the company
effectively. tips and tricks for improving their gameplay
● Keeping detailed records of all customer interactions, including inquiries, complaints, and
resolutions to improve the quality of service provided by the company.
● Working closely with other team members to ensure that customer issues are resolved in
a timely and effective manner.

GOODWRITERS
Head of Support/Sales 10.2019– 07.2020
● Analyzing ongoing business processes in the support department and procure
their continual improvement/automatization.
● Providing statistical and performance feedback and coaching on a regular basis to
each team member.
● Recommending potential products or services to management by collecting
customer information and analyzing customer needs.
● Maintaining a clear support service strategy to support our short, medium and
long-term growth as well as the department objectives.
● Ensuring that KPI’s and SLA’s are met and are relevant to the current workload/release.
● Suggesting methods to improve area operations, efficiency and service to both internal
and external customers.
● Creating and maintaining a high-quality work environment so team members are
motivated to perform at their highest level.
● Motivating and guiding team members to reach and surpass sales goals.
● Developing sales strategies to reach new customers and also grab the attention of
already existing ones to boost sales
● Interviewing and effectively participating in the hiring and termination of employees.
Boosta (https://boosta.biz/)
Senior Customer Support Representative & Top Sales Manager 02.2017– 08.2019
● Working with old customers via chat, e-mails, phone calls, solving their issues and
requests in order to satisfy their interests along with interests of the company;
● Attracting of new customers (hot leads) via providing information with convincing (paying
attention to their special needs) about service advantages;
● Understanding of customers’ needs and offering best possible ways out from the very
particular cases;
● Maintaining of high level of customers’ satisfaction to make sure they will come back to
use the service again;
● Dealing with all types of customers including unsatisfied ones through perfect knowledge
of company rules and procedures;
● Suggesting ways of improvement of existing customer support system and participation
in its implementation through company’s management to increase customers’ satisfaction
rates.

EDUCATION

IVAN FRANKO LVIV NATIONAL UNIVERSITY
Law Faculty 2014
Bachelor of Law

IVAN FRANKO LVIV NATIONAL UNIVERSITY
Faculty of International Relations
Complete higher education (specialist) of International Economic Relations
Translator/ Interpreter
2014
LVIV ECONOMIC LYCEUM 2010

LANGUAGES

Ukrainian – native speaker.
Russian – fluent.
English – advanced.