Oleksandr

Personal information:
First Name: Aleksandr
Last Name: Galkin
Birth Date: 20-10-1986
Country: Ukraine
Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)

Head of Customer Support
Experience:

05.2020 - 05.2022 (2 years) - CEO & Founder (Digital Agency “Webux”)

10.2014 - 05.2020 (5 years, 7 months) - Regional Manager, COO (International web hosting company
“Hostinger Ukraine”)

- Reporting, analytics of indicators

- Participating in the development of incentive systems, defining KPIs. Ensuring that KPIs for
projects/directions and operational goals of the company are met

- Interaction with other departments and areas of the company within the scope of work (developers,
administrators, designers, content managers, recruiter, accountants, lawyers, marketers, technical
support clients)

- Assignment and control of tasks fulfillment

- Analysis of current processes and control areas in order to implement strategic changes that improve
efficiency

- Building operational processes of the company

- Team management (including remote employees), coordination of interactions

- Participating in negotiations with contractors

- Actively participate in recruiting and interviewing new employees

- Supporting operational tasks

10.2012 - 10.2014 (2 years) - Head of Customer Care (International web hosting company “Hostinger
Ukraine”)

- Organization of team work: motivation of team members, delegation of tasks between employees,
planning working schedule of employees

- Maintaining of core indicators of the department: speed and quality of processing of customer
requests, minimization of customer churn

- Collecting and organizing feedback from clients, and relaying that information to the product team and
developers
- Participate in recruiting and training new employees

- Developing and implementing a uniform system of standards for communicating with customers,
monitoring compliance with those standards

- Regular 1on1 meetings with team members (including remote ones)

- Participation in development of the academy, knowledge base about services and processes in the
company

- Assistance to new employees during adaptation period (test period of work)

10.2010 - 10.2012 (2 years) Customer Support (International web hosting company “Hostinger
Ukraine”)

- Solving technical problems for customers (chat, tickets)

- Advising users (clients) on the issues of information technologies, solving user problems associated
with the use of the company's products

- Identifying types of requests, determining ways to solve the problem on request, prioritizing requests

- Tracking stages of requests and timely processing of requests by the performers

Education

VNTU (Vinnitsa National Technical University) - 09.2004 - 05.2009 (4 years 8 months)

Additional education

- Summit - Business Constructor - Business Trends 2020. Kiev (2019-11-27)

- Webinar - Business Constructor - Effective Business Management (2019-04-10)

- Hosting Conference - CloudFest - Germany, Rust (2019-03-26 - 2019-03-26)

- Workshop - Business Constructor - Building a strong team. Kiev (2019-03-22)

- Webinar - Business Constructor - The formula for a strong team (2019-03-12)

- Workshop - Business Constructor - Effective Leader. Kiev (2019-02-08)

- Hosting Conference - WorldHostingDays Global. Germany, Rust (2016-03-15 - 2016-03-17)

- Cisco Certified Network Associates (CCNA) (2008-2009)

Professional and other skills

- Computer Skills.

- Computer experience of about 20 years with all programs, in different OS

- Blind typing in three languages: Russian, Ukrainian, English

- Understanding of the concept of ZMOT (2 years of experience)
- SEO, Outreach, Linkbuilding, PPC advertising skills (2 years of experience)

- Understanding of Hosting field, IT field, Web-technologies (12 years of experience)

Knowledge of languages - English ─ advanced

Additional information

- I understand and skillfully use time management both in professional and personal spheres (I have
practical experience of speaking before small audiences on this topic)

- I do not know a lot of things, but I know where and how to find answers to questions quickly

- I am constantly learning something new: articles, seminars, news, books

- I like to solve difficult problems, set myself ambitious goals which are very difficult to achieve

- Do sports for myself, do not smoke

- communicate with people from different countries

- I like to organize different types of entertainment events/teambuilding