Andrii

Andrii Alifirenko

Phone number: [відкрити контакти](див. вище в блоці «контактна інформація») (Mobile) Phone number: [відкрити контакти](див. вище в блоці «контактна інформація») (Home) Email address:

[відкрити контакти](див. вище в блоці «контактна інформація») Address: Bohaterów z Kopalni 'Wujek' 1, 05-075, Warsaw, Poland (Home)

EDUCATION AND TRAINING

01/09/2014 – 26/06/2018 Kharkiv, Ukraine
BACHELOR'S DEGREE, PHILOLOGY National Technical University "Kharkiv Polytechnic Institute"

WORK EXPERIENCE

CUSTOMER CARE & OPERATIONS TEAM LEADER – NAMECHEAP, INC – 09/2021 – 08/2024 – REMOTE

• Led a team of 10+, driving performance against quality and productivity targets.
• Mentored team members, conducted performance reviews, and provided actionable feedback to support
development.
• Contributed to the development of an internal AI-powered digital assistant, supporting process automation and
improving access to operational knowledge.
• Set team objectives aligned with broader departmental and company goals.
• Acted as an escalation point for complex cases, resolving issues and ensuring smooth day-to-day operations.
• Collaborated cross-functionally to resolve operational issues and improve customer experience.
• Developed and implemented procedures to improve customer support efficiency and service quality.
• Designed and documented workflows, guidelines, and internal processes to streamline operations.
• Created interactive training materials to support knowledge sharing and team development.
• Supported employee onboarding and training, helping new team members quickly adapt to processes, systems,
and performance standards.
• Translated customer feedback and operational insights into process improvements.

BRAND COMMUNICATIONS MANAGER – NAMECHEAP, INC. / SPACESHIP, INC. – 08/2024 – Current – REMOTE

• Represented the brand voice across social media channels, managing customer inquiries, resolving issues, and
maintaining a strong online brand reputation.
• Monitored online conversations and customer feedback, identifying trends and contributing to improvements in
customer experience and community engagement.

CUSTOMER CARE REPRESENTATIVE – NAMECHEAP, INC – 06/2020 – 09/2021 – REMOTE

• Provided technical support across domain, hosting, billing, and account-related issues via chat and ticketing
systems.
• Advised customers on hosting solutions and add-ons based on their technical and business needs.
• Troubleshot hosting configurations and supported add-on installation and onboarding.
• Managed complex technical cases, coordinating with specialized teams to ensure timely resolution.
• Guided customers through product setup and initial configuration to facilitate adoption.

SKILLS

Fluent in English, Ukrainian, Russian Proficient in Excel, Atlassian products, LibreOffice, Ticketing systems