Юрій

Yurii Khavanov
Kyiv-Ukraine
[відкрити контакти](див. вище в блоці «контактна інформація»)
[відкрити контакти](див. вище в блоці «контактна інформація»)

Summary

Experienced in managing projects from initiation to closure. Skilled in developing project plans,
managing project scope, communicating with stakeholders, and driving teams to achieve project
objectives.

Strong background in technology and customer service

Analytical skills, Atlassian Jira, Business English, Computer troubleshooting, Customer Support,
Helpdesk, MS Dynamics CRM Technical Support , MS Outlook, Customer Service, MS
PowerPoint,Testing Framework, Presentation skills, motivational skills, Financial integrations,
APi integrations.

Proven ability in resolving complex issues, troubleshooting computer hardware and software,
and delivering technical support.

Exhibits exceptional customer service skills, communication, and presentation skills.
Consistently recognized for outstanding performance, including being selected as the employee
of the month and receiving bonuses from high-level management.

Work Experience

Apple Team Leader (Apple Ukraine)

07.21 - (current time)

- Consistently exceeded sales targets, achieving a +20% YoY sales increase.
- manage the virtual team knowledge and motivation
- Arrange the processes from the very beginning of the Apple team in Ukraine.
- Bring an new idea of a new type display for the market based on client needs and
partner ability
- Create strong relations with partners and the teams to reach company needs
- Research on the market and providing analytical feedback on a market needs to
increase the sale
- Maintained regular contact with Apple Operations to ensure smooth order and delivery
process.
- Arrange sales meetings with store managers to discuss inventory levels and restocking
 requirements as per planned call cycle activity
- Arrange and conduct Quarterly Reviews with Store, Area or Regional management to
discuss the performance of the store and the plans for growth in future quarters
- Maintain an excellent sales, product and service knowledge at all times in order to
deliver the best customer solution; use this knowledge to cross-train virtual team
members
- Seek to be an adviser and leader in an area of specialization and become a peer leader
for the region
- Assist with in-store training presentations to educate customers on the latest in
innovation and total solutions; deliver in-store seminars on Apple specific products and
solutions
- Coach, train and develop staff members within the assigned location to advocate the
features and benefits of Apple’s products and services. Develop skill-sets and behaviors
which will allow them to bring these to life in a sales interaction with customers every day

Head Of Customer Support (Orderry)

01.20 - 07.21
- set up support and retention team
- create standards, workflow, schedule, rules, and regulations.
- set up VoIP system, messaging system (intercom)
- manage support and retention team (task, schedule)
- create the standards and regulations for the retention team
- create the workflow for the retention team from the very beginning and bring the
statistics lower than industry standards (3,5% industry average) (2.5% current)
- responsible for the development of new markets. Western Europe and America.
- communicate with executives on a daily basis, and help to develop product fit to different
markets.
- communicate with the clients and take the interview regarding clients needs
- make a research on new markets

CS Supervisor

O8.18 - 01.20
B2Bsoft Inc.
- Creating weekly & MTD dashboards for incoming requests via calls, chats, and emails
- Managing team's working hours and vacations to not affect business workflow
- Managing and administration of Zendesk preparing reports
- Managing and administration of Fonality
- Taking a part in hiring new Employees
- Coaching and helping the product team based on the customer's logic and vision.
- Reviewing technical backlog errors in XML/SQL.
- Assisting the team to create correct JIRA, CRM, and ZenDesk tickets.
- Ticket & issue analytics with correct escalation to the product team.
- Assure that the team addresses all relevant issues within the specifications and various
standards
 - Understanding customer's needs and delivery of satisfactory services.
- Handling new release training, review, and presentation.
- Scheduling appropriate meetings to resolve issues and perform tasks.
- Handling & Escalating all First Data, Tsys/Pivotal merchant related issues;
- Familiarizing the team with customer needs, specifications, and support standards.
- During the heavy workload, I have to help the team by answering calls, chats, and
emails.

Technical Support Representative

07.2017 – 08.18
B2Bsoft Inc.

- Responding to support queries via phone, email, and chat;
- Helping existing and prospective customers by providing them timely and accurate
information about the company's products;
- Procedural, configuration, software, and merchant services-related issues.
- Identifying, analyzing, and troubleshoot technical issues and providing effective solutions
in a timely manner consistent with the highest customer service and
professional/technical standards.
- Providing clear and complete documentation and notes on all service inquiries;
- Submitting merchant requests to First Data merchant services. (Bank change requests,
DBA change, rate and fee change, Merchant cancellation, merchant reinstatement.
- Troubleshooting First Data credit card terminals, and providing merchant statements
through First Data backend ISO access.
- Preparing and providing Technical training and presentations.
- Understanding of customer's needs and delivery of satisfactory services/solutions.
- Analyzing the problems, and solving abilities, with keen attention to detail.
- Presenting ideas in user-friendly language.
- Understanding customers' problems and offering the best solution.
- Experience in IT services.
- Reading backend logs in XML format

Dubai Duty Free Sales Representative

09.2012 – 07.17
Electronics Dept
- Ensure awareness and achievement of the daily individual sales budget.
- Replenish sold items.
- Ensure that the shop (including substores) is clean and tidy at all times.
- Recommend and sell products based on the identified needs of the customers.
- Process payment through Electronic Cash Register (ECR) machine.
- Ensure proper merchandising of products as specified in the planogram.
- Adhere to all DDF “World Class” Customer Service Standards such as approaching and
assisting customers in a warm and friendly manner.
- Rotate stocks regularly on the Shopfloor and in the back-up.
- Monitor movement of stocks and process stock requisition as and when required.
 - Receive deliveries and arrange products on the shelf ensuring that the products are
placed on their correct location in the back up.
- responsible for the online DDF Shop

Education

Interregional Academy Of personnel management

Courses

- Initiating and Planning Projects (PM)
- MS SQL (Basics)
- Coaching to drive performance
- Decision making. Fundamentals
- Listening Essentials
- Leading Teams. Build Trust and Commitment
- Leadership Essentials. Motivating Employees
- Creating a positive attitude
- Leadership essentials. Build your influence as a leader
- Improving communications in cross-cultural relationships
- Preventing Unhealthy workplace conflict
- Time management
- Emotional Intelligence
- Applying Emotional intelligence at work
- Issue-focused negotiation

Skills

PC / program knowledge
- My SQL (Basic)
- Installation of Windows
- Installation all type IOS, macOS devices
- Driver Installation for any device.
- Network/device sharing.
- Photoshop basic knowledge.
- Advanced Knowledge in JIRA, Confluence, Zendesk, Microsoft Excel and PowerPoint
- HTML, CSS, XML (Basic Knowledge).

Languages
English — Advanced.
Ukrainian — Native

More.
Analytical skills, Atlassian Jira, Business English, Computer troubleshooting, Customer Support,
Helpdesk, MS Dynamics CRM Technical Support Specialist, MS Outlook, Customer Service,
MS PowerPoint, Testing Framework, Presentation skills,
During work experience, get to know how to resolve all different type of problems and work
difficulties, handling all types of customers, satisfying all needs, And giving the best customer
service experience.
During the work as a CS Supervisor get experience in handling difficult interpersonal situations.
As Head of Support and part of the Executive team got experience in global planning, took part
in decision-making during the lockdown and VAT law change on the Russian market.