Oleksandr

Oleksandr Kozachok
SUPPORT AND OPERATIONS TEAM LEAD | HEAD OF SUPPORT

Work experience
Support Lead/Head of support at WiFi Map
March 2023 - March 2025

Responsibilities:
Managing support team.
Updating FAQ database.
Integrate Intercom to website and Android application.
Create a chat bot for iOS and Android application.
Set up the categorization of requests.
Organize and systematize reports on processes in support.
Creating teamplates for Google Play and App Store.
Creating macrosses and rules for Intercom and Zendesk administration.
Zendesk administration.
Work with Jira.
Contact information Work with Stripe.
Integration AI to support workflows.
AI specialist.
Email: [відкрити контакти](див. вище в блоці «контактна інформація») Chat bots development.

Phone: [відкрити контакти](див. вище в блоці «контактна інформація») Project Coordinator at WePlay Holding
November 2021 — December 2022

LinkedIn: Responsibilities:
[відкрити контакти](див. вище в блоці «контактна інформація») Managing projects in the unit.
kozachok Creating weekly reports about all product (dev team, marketing, biz-dev, operations team) to CEO.
Communication with clients and project team.
Strategic planning of the product.
Managing project team.
Creating and managing masterDocs for projects, etc.
Creating and managing road map for operations team.

Languages Creating yearly map for project.

Head of Support department at WePlay Holding
English: Advanced April 2020 — November 2021

Ukrainian: Native Responsibilities:
Team management: budgeting, team structure management, KPI management, mentorship,
requirements generation for the new team members and new candidates interviewing.
Russian: Fluent
Platform development: business requirements description, competitors research, support on all
stages of development, feedback on releases.
Community management and user experience: community interaction process set up, user feedback
processing, recommendations on user experience improvement, community. representatives'
interviews arrangement.
Hard skills Communication with stakeholders.
Creating and updating regulations and rules for a product.
Creating and updating Tone of voice for a product.
Jira Creating support unit from 0 to a large well-coordinated team with high service levels.
Creating Help Center for a product.
Trello
Optimization processes inside the team.
Discord Improving CSAT and NPS.
Postman Work with Back office.
Solving incidents through Zendesk, creating guides and articles for users, online user support,
Google Docs working with Zendesk (admin level).
Slack Have experience 3+ years of managing support and operations team (15+ people).
Zendesk, Intercom Regular meeting with the team.
Regular 1v1 with all members of support team.
Confluence Responsible for team schedule.
Tableau Work with Jira, Trello, Discord, Postman, Google Docs, Slack, Zendesk, Confluence, Agile
methodology.
Basic SQL
Administration Discord and Zendesk.
Stripe Communication with another departments for resolving user's needs.
Chat bots
AI
 Support manager at WePlay Holding
October 2019 — April 2020

Soft skills Responsibilities:
Provide customer support via Zendesk and Discord.
Support team quality control.
English Speaking Administration Discord and Zendesk.
Communication with another departments for resolving user's needs.
Communication Skills
Management Skills Support specialist at WePlay Holding
April 2019 — September 2019
Project Planning
Quality Control Responsibilities:
Provide customer support via Zendesk and Discord.
Leadership Bug reporting via Slack and Jira to development team.
Troubleshooting Administration Discord and Zendesk.

Team Buiding
Multitool Chief specialist of the regulatory operations department (HO)/ SEP administrator (HO) at Delta bank
(HO)
Onboarding October 2014 — July 2019

Responsibilities:
Business Systems Support.

Interests Work with Helpdesk 1,2-lines.
Electronic Payment System Administrator.
Generating daily and monthly reporting files.
Support ABS B2,IS -card, maximo.
Cryptocurrency Differentiation of access rights.
Computer games FDM Administration (Fossdocmail).
Football
Success stories
Reading
Poker
Education
HIGHER EDUCATION

September 2009 — July 2014

In 2014 completed the full course of National University of Food Technologies and obtained complete
higher education in the specialty "Computer Integrated Technological Processes and Manufacturing" and
obtained the qualification of Specialist in Computer-Integrated Technological Processes and
Manufacturing.

Courses/Certification
COURSES

Course "Product management" at Laba, certificate 2021 (custdev etc.)
Course "Project management 2.0" at Laba, certificate 2021
Course "IT Project management" at Laba, certificate 2021 (Agile, Kanban, Waterfall, etc.)
Course "People management" at Laba, certificate 2021