Денис

DENIS TARNAVSKY
Kyiv, UA | PH#: [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

EDUCATION

National University of Shipbuilding Mykolaiv, UA
Bachelor of Science Sept 2012 – Jun 2016
Bachelor’s degree in Computer Science

WORK EXPERIENCE

Well-Beat (ML&behavioral science & healthcare start-up) Kyiv, UA
Product Support Manager Aug 2022 – Jan 2024
● Collaborated with co-founders, RnD, marketing, sales, and other teams to improve existing
processes (enhanced content quality and precision) and to produce marketing materials from
inception to execution by using creative expertise and product knowledge (promotional &
educational videos, FAQs, end user content etc.).
● Played a pivotal role in refining product documentation, ensuring accuracy and coherence while
upholding the product's values and user understanding.
● Built internal & external product knowledge bases. Developed test cases, integration documentation
and use cases. Led product demos, requirement gathering and presentations for the clients and
internal training sessions for new hires.
● Led and facilitated an internal product testing with cross-functional teams, designed and executed a
test plan, tailored for non-technical team-members. This initiative resulted in a more user-centric
product iteration, aligning the team with end-user needs and preferences.

Delfast Bikes (e-bike manufacturer) Kyiv, UA
Head of Support Mar 2021 – Mar 2022
● Building a support team from scratch for dynamic and fast-growing company, a world leader in ebike
industry
● B2C and B2B communication with clients and partners all over the globe
● Developing all support documentation and processes: knowledge base/wiki, CRM automation,
education plans, KPIs, support processes and strategies, quality standards and tone of voice guides.

BG Solutions (i-gaming company with multiple portals) Kyiv, UA
Head of Support Nov 2019 – Mar 2021
● Managing support, compliance, risk management and all operations for 2 separate I-gaming
projects: first one targeted for India and the second one for Australia, Canada & Japan.
● Building a team of English and Japanese support agents in Kyiv, as well as a remote team, located in
SEA, from scratch, training, and mentoring representatives towards an outstanding performance.
● Developing all support documentation and processes: knowledge base/wiki, education and
development plans, gamification & leaderboards, KPIs, support principles and strategies, quality
standards and tone of voice guides.
● Transitioned the project to omni-channel support. Implemented AI-powered chatbot which reduced
support queries by 45%.

Niko Technologies (FinTech startup with payment gateway and WL solutions) Mykolaiv, UA
Head of Support Nov 2017 – Oct 2019
● Support, quality assurance, bug reporting and team performance tracking for a FinTech payment
institution.
● AML and KYC verification procedures according to EU-standard GDPR policies.
● Managing, training and supervising a 24/7 support team consisting of 15-25 agents with chats,
emails and calls.
● Support escalations and analysis of customer's feedback and reviews.

CARiD.com (major US car parts retailer) Mykolaiv, UA
Retention Agent (until Oct 2016)/Team Lead Sep 2015 – Oct 2017
● Tracking team performance, monitoring of the scheduled tasks, sales reports analytics, search for
possible solutions.
● Coached team members in customer service techniques, providing feedback and encouragement
toward reaching save-rate goals.
● With my participation the "live inventory" system was reworked, to decrease the number of out-
ofstock orders.
● During the 1st half of 2017 our team saved orders for $1.7 million, compared to $1.1 million a year
before because of my workflow optimization initiatives along with mentorship and in-person training.

ADDITIONAL

Technical Skills: basic proficiency in R, Python. Postman API, MySQL, Microsoft Office. Support
suites: Zendesk, Freshdesk, Zoho, Netsuite.
Languages: fluent in English, Ukrainian and Russian
Training: Machine Learning courses, Cybersecurity courses
Awards: CARiD Purchasing Dept. Employee of the Year 2016