Nikita

Nikita Vlasov
Customer support representative

With extensive experience in customer service, I have acquired
practical skills in effective communication and solving
of customers. As a customer service representative at EvoPlay, I developed
the ability to actively listen, analyze the needs of users and provide them with
the necessary information about the company's products and services. This
experience
[відкрити контакти](див. вище в блоці «контактна інформація»)
allowed me to build strong relationships with customers and help
new colleagues to adapt to the workflow by acting as a [відкрити контакти](див. вище в блоці «контактна інформація»)
mentor.
Kyiv, Ukraine

Hard Skills: Soft Skills:
1. Knowledge Base Management: 1. Communication Skills:
Organizing, updating, and cataloging information. Effective interaction with different departments and
Creating and editing manuals and work clients.
instructions. Communication with new employees from various
Systematizing articles and developing intuitive cultures and countries.
catalogs. Listening and understanding the needs of
2. Curriculum Development: colleagues and clients.
Creating new courses, instructions, and training 2. Adaptability:
materials. Tailoring training methods for various employee
Filling courses with up-to-date content reflecting categories (novices, international employees).
company products and services. Providing psychological support and motivation to
3. Training & Evaluation: new staff.
Conducting trainings for new employees. 3. Time Management:
Testing the quality of information assimilation Planning and organizing training sessions.
(knowledge testing). Multitasking across several projects simultaneously.
Analyzing employee performance and conducting 4. Leadership Skills:
quarterly evaluations. Conducting training sessions and acting as a
4. Customer Service: mentor to new employees.
Providing consultations on company products and Organizing educational processes and motivating
services. teams.
Mentoring new team members. 5. Critical Thinking:
5. Tech Literacy: Evaluating the effectiveness of training programs.
Proficiency in essential and specialized software (MS Analyzing employee errors and conducting
Office, GoogleDocs, Jira, Wiki.syneforge, etc.). individual improvement meetings.
 Experience
Organizational Development Manager
Evoplay
2023-2024

This position consisted of two parts:

1. Organizing the company's knowledge base, structuring it, creating an environment for easy
information access, and creating new work instructions

Mainly, I had to organize the company's knowledge base, organize individual articles and instructions from
the internal database into catalogs and groups of catalogs that would be easy to navigate, and make sure that
the information in the articles and instructions was up-to-date. Such catalog systems were created separately
for each project so that employees could easily navigate them. Personally, I had 4 projects that I worked on
constantly, but I could help colleagues with their projects if necessary. Also, usually at the request of team
leads from other departments, I developed new instructions and manuals, organized them into convenient
and understandable tables, articles, etc.

My main responsibilities included:
- updating and organizing the company's knowledge base for employees;
- developing new and editing old manuals and work instructions;
- communication with other departments and teams;
- organizing, planning and conducting training for new employees;
- organizing and conducting quarterly employee appraisals, as well as checking the results and analyzing
mistakes. Individual meetings on performance appraisals upon employees' request;
- maintaining a daily internal news digest;

2. Education and training for employees.

The main part of the work in this area was to conduct training for new customer support employees from
Ukraine and abroad. The training materials were related to the company's products and services. I also
conducted trainings on customer service and service standards, as well as on working with various software.
As a trainer, I had to work with different people who require different approaches to training. Some students,
if you can call them that, needed to build self-confidence and motivate them so that they could successfully
complete their studies. And I'm glad that I was able to be the kind of person who gave them strength and
faith in themselves. In addition, I developed and filled in training materials for new projects when they
appeared.

To summarize, my responsibilities included:
- creating and filling courses and training materials;
- conducting trainings for new employees
- testing the quality of information assimilation;
- providing management with characteristics for each employee based on observations during the training
process
CUSTOMER SERVICE REPRESENTATIVE
Evoplay
2020 - 2023
In my role as a customer support specialist, I gained valuable experience in interacting with clients and
providing consultations on the company's products. My primary responsibility was to respond promptly
to customer inquiries, assisting them in resolving issues and obtaining necessary information. I actively
supported new team members by serving as a mentor, which facilitated their successful adaptation to
the job.
My main responsibilities included:
Providing consultations and support to clients through various communication channels.
Assisting new employees in mastering service standards and using software.

SOCIAL MEDIA EDITOR
UATV The International Broadcasting Multimedia Platform of
Ukraine
2019-2020
It was a job at the state-owned foreign-language TV channel of Ukraine, where I worked as a social media manager in the
English-language department. The channel was a news channel, so the content was mostly about the war in Ukraine, politics
and economics. I partially filled the TV channel's website with content and also managed the TV channel's social media, such
as Facebook, Twitter, and YouTube.

EDUCATION
BORYS GRINCHENKO KYIV METROPOLITAN LANGUAGES
UNIVERSITY
English (Upper-Intermediate (B2)
Bachelor's degree
Ukrainian (Native)
Field of study: Culture and Arts
Russian (Native)
Specialization: Music Arts
Professional qualification: Orchestra Performer,
Teacher at Primary Specialized Art Educational
Establishments
HOBBIES
TRAINING COURSES
Tennis
Chinese language at the Chinese Phoenix school
Learning Chinese
(continuing my studies)
Economics and finance
Sound design course in game development from
Sound design
SCVOT Playing the piano