Контактная информация

Соискатель указал телефон и эл. почту.

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Опыт работы

Technical Support Engineer

с 03.2017 по наст. время (8 лет 5 месяцев)
Software MacKiev, Київ (IT)

- Assisted users with all types of technical support requests, consistently meeting or exceeding performance targets.
- Used internal knowledge bases and resources to deliver accurate technical solutions.
- Documented and maintained detailed records of support requests, escalations and actions taken.
- Escalated unresolved issues to appropriate internal teams for resolution.
- Evaluated functionality and performance of software recommending improvements and solutions.

Customer Service Representative/Senior Customer Service Specialist

с 11.2011 по 03.2017 (5 лет 4 месяца)
Onyx Enterprises Int'l, Миколаїв (IT)

- Handled a high volume of inbound calls/e-mails in a fast-paced environment, striving for one-call resolution with every interaction.
- Resolved customer inquiries, complaints, and issues (billing, returns, exchanges, etc.) providing insightful solutions.
- Documented detailed notes in CRM system to track customer interactions.
- Upsold and cross-sold add-on purchases to increase sales.
- Handled frustrated callers to reach positive outcomes.
- Effectively communicated with cross-functional teams to address customer issues and improve processes.
- Reviewed sales/CS phone and e-mail conversations to monitor their quality and product knowledge.
- Created workshops for onboarding customer service agents.
- Participated in training sessions to enhance product knowledge and improve service delivery.
- Met and exceeded daily service quality and performance goals.

Mobile Game Tester/Certification Team Lead

с 07.2007 по 09.2008 (1 год 2 месяца)
Tira Wireless Inc., Миколаїв (IT)

- Discovered, reproduced and accurately reported bugs in mobile games and applications.
- Tested games and applications across multiple platforms to verify product consistency between multiple versions on diverse hardware.
- Monitored resolutions and worked with developers on complex issues.
- Conducted test of the certified games and applications.

Образование

Mykolaiv State University named after V.A.Sukhomlinskiy

Foreign Philology, Миколаїв
Высшее, с 2006 по 2010 (4 года)

Дополнительное образование и сертификаты

South Linguistic Centre, Headway English Course (5 levels)

5 years

Знание языков

• Английский — продвинутый
• Украинский — свободно