Oleksandr

Oleksandr Kozachok
SUPPORT TEAM LEAD|
OPERATIONS TEAM LEAD

Work experience
Project Coordinator at WePlay Holding
November 2021 — December 2022

Responsibilities:
Managing projects in the unit.
Creating weekly reports about all product (dev team, marketing, biz-dev, operations
team) to CEO.
Communication with clients and project team.
Strategic planning of the product.
Managing project team.
Creating and managing masterDocs for projects, etc.
Creating and managing road map for operations team.
Creating yearly map for project.
Contact
Support Team Lead at WePlay Holding
information April 2020 — November 2021

Responsibilities:
Email: [open contact info](look above in the "contact info" section) Team management: budgeting, team structure management, KPI management,
mentorship, requirements generation for the new team members and new candidates
interviewing.
Phone: [open contact info](look above in the "contact info" section) Platform development: business requirements description, competitors research,
support on all stages of development, feedback on releases.
LinkedIn: Community management and user experience: community interaction process set up,
[open contact info](look above in the "contact info" section) user feedback processing, recommendations on user experience improvement,
kozachok community. representatives' interviews arrangement.
Communication with stakeholders.
Creating and updating regulations and rules for a product.
Creating and updating Tone of voice for a product.
Languages Creating support unit from 0 to a large well-coordinated team with high service
levels.
English: Upper Intermediate Creating Help Center for a product.
Ukrainian: native Optimization processes inside the team.
Improving CSAT and NPS.
Russian: fluent
Work with Back office.
Solving incidents through Zendesk, creating guides and articles for users, online user
support, working with Zendesk (admin level).
Hard skills Have experience 3+ years of managing support and operations team (15+ people).
Regular meeting with the team.
Jira Regular 1v1 with all members of support team.
Trello Responsible for team schedule.
Work with Jira, Trello, Discord, Postman, Google Docs, Slack, Zendesk, Confluence,
Discord
Agile methodology.
Postman
Administration Discord and Zendesk.
Google Docs Communication with another departments for resolving user's needs.
Slack
Zendesk Support manager at WePlay Holding
Confluence October 2019 — April 2020
Tableau
Responsibilities:
Basic SQL
Provide customer support via Zendesk and Discord.
Support team quality control.
Administration Discord and Zendesk .
Communication with another departments for resolving user's needs.
 Support specialist at WePlay Holding
Soft skills April 2019 — September 2019

Responsibilities:
Provide customer support via Zendesk and Discord.
English Speaking
Bug reporting via Slack and Jira to development team.
Communication Skills Administration Discord and Zendesk.
Management Skills
Project Planning
Chief specialist of the regulatory operations department (HO)/ SEP administrator
Quality Control
(HO) at Delta bank (HO)
Leadership October 2014 — July 2019
Troubleshooting
Team Buiding Responsibilities:
Business Systems Support.
Multitool
Work with Helpdesk 1,2-lines.
Onboarding Electronic Payment System Administrator.
Generating daily and monthly reporting files.
Support ABS B2,IS -card, maximo.
Differentiation of access rights.
Interests FDM Administration (Fossdocmail).

Cryptocurrency
Computer games
Football
Education
Success stories HIGHER EDUCATION
Reading
September 2009 — July 2014
Poker
In 2014 completed the full course of National University of Food Technologies and
obtained complete higher education in the specialty "Computer Integrated Technological
Processes and Manufacturing" and obtained the qualification of Specialist in Computer-
Integrated Technological Processes and Manufacturing.

Courses/Certification
COURSES

Course "Product management" at Laba, certificate 2021 (custdev etc.)
Course "Project management 2.0" at Laba, certificate 2021
Course "IT Project management" at Laba, certificate 2021 (Agile, Kanban, Waterfall,
etc.)
Course "People management" at Laba, certificate 2021