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Опыт работы

Project manager

с 01.2024 по 11.2025 (1 год 11 месяцев)
NDA, Дистанційно (IT)

• Successfully managed the development and delivery of multiple entertainment-based mobile applications for the App Store, overseeing project lifecycles from concept to launch.
• Led a team of creative developers, ensuring tasks were effectively distributed and tracked to meet deadlines and project milestones.
• Coordinated the integration of AI technologies and third-party APIs, driving innovation and enhancing user experience within the applications.
• Conducted thorough competitor analysis and market research, identifying key insights to optimize product features and maintain a competitive edge.
• Managed stakeholder communication, providing regular project updates, addressing concerns, and aligning expectations with project deliverables.
• Developed project plans, timelines, and resource allocation strategies to ensure on-time delivery and budget adherence.
• Facilitated cross-functional collaboration between development, design, and marketing teams, ensuring seamless project execution and alignment with business goals.
• Monitored project risks, mitigated potential issues, and implemented solutions to ensure continuous progress and project success.

Project-менеджер

с 07.2023 по 01.2024 (7 месяцев)
STAGEM, Дистанційно (IT)

• Successfully planned and executed multiple projects, ensuring efficient distribution of tasks and effective task control to meet project deadlines.
• Maintained regular communication with clients, providing timely updates on project progress and addressing any concerns or issues that arose.
• Led a team of professionals, fostering effective communication and collaboration to achieve project objectives.
• Generated leads and identified new business opportunities, contributing to the growth and success of the organization.
• Troubleshot and resolved any project-related issues or challenges, ensuring smooth project execution and client satisfaction.
• Facilitated communication within the team, promoting a collaborative and productive work environment.
• Composed accurate and realistic estimations regarding project deadlines, enabling effective planning and resource allocation.
• Interacted with different departments and stakeholders, ensuring alignment and coordination throughout the project lifecycle.

Спеціаліст технічної підтримки

с 08.2022 по 02.2023 (7 месяцев)
Howly, Дистанційно (IT)

• Oversaw the billing process, ensuring accurate and timely invoicing, payment tracking, and account management, which caused a 10% reduction in disputed transactions.
• Collaborated with cross-functional teams to resolve payment disputes and
communicate with representatives from financial institutions, maintaining professional and effective communication.
• Maintained detailed records and documentation of all financial transactions, ensuring accuracy and compliance with regulatory requirements.
• Proactively identified and resolved billing discrepancies, minimizing errors and improving overall billing accuracy.
• Stayed updated with industry regulations and best practices, ensuring compliance and adherence to relevant financial guidelines.

Спеціаліст технічної підтримки

с 03.2021 по 03.2023 (2 года)
ELECTRONIC TEAM, INC, Дистанційно (IT)

•Main areas to cover: ensuring prompt and effective resolution of user issues and inquiries.
• Contantly worked with customer satisfaction, resulting in a 20% reduction in customer complaints and a 15% increase in positive feedback.
• Successfully handled refund and software upgrade management, minimizing customer churn and maximizing revenue retention.
• Proactively addressed charge-back disputes, reducing financial losses by 10% and improving overall customer trust and loyalty.
• Facilitated effective communication between tech-support engineers and users, ensuring accurate and timely resolution of technical issues.
• Conducted thorough testing of application beta versions, identifying and reporting bugs and usability issues to the development team for prompt resolution.
• Maintained accurate documentation of customer interactions and issue resolutions, ensuring a consistent and organized approach to customer support.

Спеціаліст технічної підтримки

с 06.2019 по 03.2021 (1 год 10 месяцев)
NDA, Дистанційно (IT)

• Provided exceptional VIP customer support services to valuable clients, ensuring their satisfaction and loyalty to the company.
• Detected and resolved fraudulent transactions and other violations of terms of service, safeguarding the integrity of the platform and protecting customer interests.
• Successfully resolved financial disputes, demonstrating strong problem-solving and negotiation skills.
• Managed high-risk situations with professionalism and composure, ensuring the safety and security of customers and the company.
• Coached and mentored new customer support agents, sharing knowledge and best practices to enhance their performance and contribute to a high-performing team.
• Actively participated in testing new system functions and features, providing valuable feedback to improve user experience and system performance.
• Maintained accurate and comprehensive reports of tasks performed, ensuring full accountability and transparency in all activities.
• Ensured clear and effective communication with customers and team members, avoiding jargon and using concise language for better understanding.
• Diligently proofread all reports and documentation, ensuring accuracy and
professionalism in all written materials

Спеціаліст технічної підтримки

с 06.2018 по 02.2019 (9 месяцев)
SUPPORTLAB, Луцьк (IT)

• Delivered exceptional customer support, promptly addressing user needs and troubleshooting issues, resulting in high customer satisfaction ratings.
Efficiently processed incoming tickets, ensuring timely and satisfactory resolution of customer inquiries and issues.
• Employed an individualized approach in complex cases, maintaining the player base of the project and preventing revenue loss.
• Maintained clear and concise documentation of customer interactions and issue resolutions, facilitating accurate and efficient knowledge transfer within the team.
• Collaborated with cross-functional teams to identify and implement process
improvements, resulting in increased efficiency and customer satisfaction.
• Actively participated in training and development programs to enhance product knowledge and customer service skills

Project-менеджер

с 08.2017 по 12.2017 (5 месяцев)
SOFTGROUP, Луцьк (IT)

• Successfully managed project budgets, ensuring efficient allocation of resources and adherence to financial targets.
• Organized and facilitated team meetings, promoting effective communication and collaboration among team members.
• Managed resources and tasks, ensuring timely completion of project deliverables and milestones.
• Provided regular and comprehensive reports to customers, keeping them informed about project progress, challenges, and achievements.
• Maintained and organized all technical documentation related to the specific project, ensuring accuracy, accessibility, and compliance with industry standards.
• Demonstrated strong attention to detail and consistency in formatting and style throughout all technical documentation.
• Communicated project updates and technical information in a clear and concise manner, avoiding jargon and ensuring understanding by all stakeholders.
• Conducted thorough proofreading and editing of all technical documentation, ensuring accuracy, clarity, and professionalism.

Спеціаліст технічної підтримки

с 04.2016 по 05.2017 (1 год 2 месяца)
ZOOMSUPPORT, Луцьк (IT)

•Provided exceptional after-sales support in English, assisting customers with technical issues related to product software and system performance.
•Processed customer requests via email, phone, and live chat, ensuring prompt and effective resolution of their concerns.
•Successfully sold licenses and support services, contributing to increased revenue and customer satisfaction.
•Handled escalated cases and advanced system troubleshooting, demonstrating expertise in resolving complex technical issues.
•Conducted outbound calls to gather customer feedback and conducted surveys to assess customer satisfaction.
•Provided remote assistance to customers, guiding them through troubleshooting steps and resolving software and hardware errors.
•Tested products for software errors, ensuring the delivery of high-quality products to customers.
•Maintained clear and concise communication with customers, avoiding technical jargon
and explaining solutions in a manner easily understood by non-technical individuals.
•Diligently proofread all customer communications and documentation, ensuring accuracy and professionalism.

Project-менеджер

с 05.2015 по 08.2015 (4 месяца)
Стажування Проектним Менеджером від програми "Освіта-Бізнес", Луцьк (IT)

• Successfully completed a project management trainee program, gaining hands-on experience in project budgeting, team meetings organization, resource and task management.
• Developed and maintained technical documentation for a specific project, ensuring accuracy and completeness.
• Provided daily reports to customers, keeping them informed about project progress and addressing any concerns or issues promptly.
• Collaborated with cross-functional teams to ensure efficient project execution and timely delivery of milestones.
• Demonstrated strong organizational skills in managing project resources and tasks, optimizing productivity and minimizing delays.
•Maintained clear and concise communication with team members and stakeholders, ensuring alignment and understanding of project objectives.
• Followed industry best practices and standards in project management, ensuring consistency and quality in project deliverables.

Образование

Східноєвропейський Національний Університет ім. Лесі Українки

Факультет Міжнародних відносин. Спеціальність: Менеджмент. Управління проєктами, Луцьк
Высшее, с 2022 по 2024 (2 года)

Eastern European National University named after Lesya Ukrainka

Master

Faculty of International Relations

Field of Study: Management. Project Management.

Східноєвропейський Національний Університет ім. Лесі Українки

Факультет Міжнародних відносин. Спеціальність: Міжнародна інформація, Луцьк
Высшее, с 2017 по 2019 (2 года)

Eastern European National University named after Lesya Ukrainka

Master

Faculty of International Relations

Eastern European National University named after Lesya Ukrainka

Field of Study: Consolidated Information

Східноєвропейський Національний Університет ім. Лесі Українки

Факультет Міжнародних відносин. Спеціальність: Міжнародна інформація, Луцьк
Высшее, с 2013 по 2017 (4 года)

2013-2017

Eastern European National University named after Lesya Ukrainka

Bachelor

Faculty of International Relations

Field of Study: International Information

Дополнительное образование и сертификаты

Certificate of Achievement QA Boot camp Astound e-commerce

2020, 6 місяців
Сертификат

Skvot Diploma Project Management in GameDev

2023, 3 місяці
Сертификат

Знания и навыки

• Trello
• Jira
• Asana
• Zendesk
• Freshdesk
• Omnidesk
• Podio
• Notion
• Monday.com
• Комунікабельність
• Troubleshooting
• Scrum
• Agile
• OSINT
• QA manual

Знание языков

Английский — продвинутый

Дополнительная информация

English CV: https://sites.google.com/view/igorkarpukcv/home