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Опыт работы

Training Center Team Lead

с 12.2022 по наст. время (3 года 3 месяца)

Please refrain from offering positions that involve consistent phone-based work, such as call center roles.
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SOFTUM is an IT company involved in the development and implementation of web products, their design, and promotion, as well as providing full-service customer support. I held the position of Lead Trainer in the Training Department.
- Train new account and support managers.
- Conduct lectures, and trainings, and create materials in English.
- Onboard new team members, mostly foreign employees.
- Lead a team of 5 trainers, overseeing all training programs.
- Develop training strategies that align with company goals.
- Identify knowledge and skill gaps among employees.
- Design and deliver training for all levels, including new hires.
- Monitor and evaluate training effectiveness, making improvements as needed.
- Develop and update training documentation.
- Conduct performance evaluations and provide coaching and feedback.

Project Management:
I've also managed a part-time project focused on automated calls to inform and advertise our services. At this role, my responsibilities were:
- Develop and improve call center scripts for various regions.
- Analyze and improve conversion rates.
- Operate voice secretary systems and follow voice prompts.
- Understand and use IVR (Interactive Voice Response) systems.
- Create user interaction scripts for simple dialogues.
- Adjust voice secretary settings and configure profiles.
- Handle events in voice secretary interactions, such as starting and completing calls.

RNG Customer Support Manager

с 04.2022 по 12.2022 (9 месяцев)
Pragmatic Play, Київ (IT)

Client Support Specialist
Pragmatic Play – Leading Multi-Product Content Provider in the iGaming Industry

Key Responsibilities:

- Collected and maintained client contact information, operator/brand details, and relevant documentation.

- Managed and updated technical client information and game settings, including RTP levels and bet scales, per Account Manager requests.

- Defined and monitored team KPIs, ensuring alignment with performance standards.

- Created and updated comprehensive documentation for the internal Knowledge Base.

- Maintained clear, professional, and solution-focused communication with clients.


Tools Used:
Jira (Ticketing System)
Microsoft Teams & Outlook
Skype
Confluence
WordPress CMS

Player Support Agent

с 04.2021 по 04.2022 (1 год)
Plarium, Lviv (IT)

As a Player Support Agent, I was responsible for acting as a liaison for players and assisting with feedback, errors, game-related, billing, and other queries.

My main responsibilities were:
- Creating bug reports and passing them to the developers;
- Assisting VIP players with queries or issues;
- Creating and updating Knowledgebase articles;
- Creating new and updating existing flows and procedures;
- Cooperating with colleagues from other teams and departments to resolve the issue if necessary;
- Keeping up with the KPI;

Tools that I am acquainted with:
- Log Parser
- Zendesk
- Jira
- Confluence
- GSuite

Customer Support Representative/ Team Leader/ Supervisor/ QA

с 08.2017 по 04.2021 (3 года 9 месяцев)
Zone3000, Львов (IT)

English level - Upper-Intermediate (confirmed)

ZONE3000 is an international IT company that provides domain name registration, web hosting services, and SSL certificates. We work with Namecheap, which is included in the Top-3 best domain name registrars. I have been dedicated to this company starting in 2017.

Main responsibilities include the provision of technical support to customers around the world, including answering questions, assisting in the selection, installation, and configuration of the products and services of the company. Providing excellent customer service through e-mail and chat in a timely and accurate manner.

Additionally:
- Assisting our clients in chats and tickets
- Constant improvement of my soft and hard skills
- Helping to choose the best hosting option
- Interpreting apache server logs
- Nameservers setup
- Basic code debugging
- Troubleshooting PHP related errors and issues
- Installing and debugging different CMS (WordPress, Magento, Joomla, Laravel)
- Website transfers
- Troubleshooting email issues: interpreting bounce-backs\headers
- Dealing with frustrated customers
- Assisting with cPanel/WHM issues and guidance
- Beginner LAMP experience
- Troubleshooting experience
- Assisting with Cloudflare settings
- WordPress troubleshooting
- SSL installation
- Ensuring the security of our services

Since 2019 I have occupied Team Leader and Supervisor positions:
My responsibilities as Trainer and Supervisor were:

- Sharing my experience with newcomers
- Maintaining a positive atmosphere in the team
- Monitoring and provision of regular reports on team progress, performance, and other parameters as required
- Training team members, setting strategy, and monitoring progress towards goals.
- Maintain effective relationships and resolve conflict situations within the team when required
- Conflict resolution
- Working with Confluence and Jira
- Working with Google Documents
- Feedback creation and provision
- Holding one-on-one meetings
- Mentoring
- Continuing soft and hard skills development

Since January 2020 I occupied a Quality Assurance position. My responsibilities were:
- Correcting mistakes in chats and tickets
- Assessment of the chats
- Providing feedback to team leads and training department on individual team-members
- Gathering customers’ feedback and statistical data

Образование

Національний університет «Львівська політехніка»

Practical Psychology, Lviv
Неоконченное высшее, с 2016 по 2018 (2 года)

Київський Університет імені Бориса Грінченка

Pedagogy, Kyiv
Среднее специальное, с 2010 по 2015 (5 лет)

Дополнительное образование и сертификаты

Internet Security Awareness course

1 month

Social Engeneering Workshop

1 month

Знания и навыки

• Організованість
• Ведення CRM
• Уміння аналізувати
• Управління командою
• Урегулювання конфліктів
• Відповідальність
• Пунктуальність

Знание языков

Английский — продвинутый