Контактна інформація

Шукач вказав ел. пошту та LinkedIn.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/5168536/

Досвід роботи

Customer Service and Success, Customer Support

з 01.2020 по 08.2023 (3 роки 7 місяців)
Remote projects, digital software and ecommerce, Дистанційно (IT)

Working at customer success for various remote projects as a freelancer (e-commerce - German and Swiss online stores, Digital Software Development products support and pre-sales tasks).

Responsibilities: Processing customer inquiries via tickets, live chats, calls and online meetings, updating documentation, dealing with suppliers, tech and sales teams, taking part at product updates preparation and review, content editing/translation, preparing email templates, preparing and updating manuals on the website, conducting demos and assisting sales and marketing teams with sales processes.

Customer Success Manager

з 04.2019 по 11.2019 (7 місяців)
IntechSoft, Харків (IT)

Customer Service and Software Support for BMW partner project at IntechSoft, Kharkiv, Ukraine

Responsibilities: Providing customer support via email and phone for BMW workers using the software product developed; updating user manuals, creating product articles and documentation, participating in customer process improving meetings.

Customer Success Manager & Account Manager

з 02.2018 по 03.2019 (1 рік 1 місяць)
Ronis Business Tools (Recommend Pro), Харків (IT)

Developing customer relationships that promote retention and loyalty;
Working closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction;
Providing technical support to customers with to keep customers satisfied with the business’s products;
Creating policies and procedures that optimize the customer experience;
Gathering feedback from customers;
Analyzing customer data to identify the best practices

Helpdesk Engineer/Technical Support Agent

з 05.2017 по 02.2018 (9 місяців)
TEAM International, Харків (IT)

Investigating and resolving client cases using an internal database as well as SQL database;
Remotely connecting to clients' PCs to run the necessary application fixes (if required);
Communicating with clients via an online portal and emails;
Performing different internal system tasks per clients' or developers' requests

Customer Service Rep and Community Manager

з 05.2015 по 07.2016 (1 рік 2 місяці)
Catalyst Apps, Харків (IT)

Managing players' Facebook groups;
Communicating with players via Facebook messages and emails and assisting them with different game issues or queries;
Working with the game's internal database to perform different players' account adjustment tasks;
Monitoring game processes and working closely with the QA team to enhance the efficiency of the development process.

Project Manager and Customer Service Rep

з 08.2011 по 07.2012 (11 місяців)
CR Systems, freelance (IT)

Providing customer service and project management for the 360- degree feedback evaluation projects.

Customer Service Rep

з 02.2011 по 02.2013 (2 роки)
Sharkius Games, freelance (IT)

Customer Service Rep & Editor

з 12.2010 по 05.2011 (5 місяців)
Plarium Global, Харків (IT)

Освіта

University of Bonn

Asian Studies and Chinese, Бонн
Вища, з 2014 по 2015 (7 місяців)

Skovoroda Kharkiv National Pedagogical University

Language and Literature (English und German). Pedagogics and Methodic of the Secondary Education., Харків
Вища, з 2006 по 2010 (4 роки)

Bachelor Degree

Додаткова освіта та сертифікати

Source IT

QA Manual Course

ESG Bonn

Intensive German Course, 2013

TestDAF Institute

International German Language Certificate (Test DAF)

Complex Internet Marketing course at Genius Space

2023, 5 months

Знання і навички

• MS Office
• CRM
• Jira
• Microsoft Dynamics CRM
• Intercom
• Zoho CRM
• Zendesk
• Freshdesk
• Customer success
• German language
• English language
• HubSpot
• Google Workspace
• Atlassian
• Confluence
• Lead generation
• Sales assistance
• Ведення E-commerce проєктів
• Online marketing
• Accounting management
• User ChatGPT
• Notion
• QA basics
• Slack

Знання мов

• Англійська — вільно
• Німецька — вільно
• Російська — вільно
• Українська — вільно
• Китайська — початковий

Додаткова інформація

Internships

August 2012 - August 2013 Au Pair,Germany

May 2009 - September 2009 Work and Travel, USA

May 2008 - September 2008 Work and Travel, USA