Контактная информация

Соискатель указал телефон и эл. почту.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/2723689

Опыт работы

Training Center Team Lead

с 12.2022 по наст. время (1 год 6 месяцев)
Softum, Київ (IT)

SOFTUM is an IT company that is engaged in the development and
realization of web products, their design and promotion, as well as provides full service support for customers. I occupied a position of Team Leader of Training Department.

My experience within this role:
- Train and enhance the professional development of new employees for the positions of account managers and support managers.
- Conduct lectures, trainings and create didactic material in English.
- Onboarding of the new team members mostly foreign employees.
- Lead a team of 5 trainers and oversee the development and delivery of all training programs.
- Develop and implement training strategies that align with the company’s goals and objectives.
- Conduct training needs analysis to identify knowledge and skill gaps among employees.
- Design and deliver training programs for employees at all levels, including new hires.
- Training newly hired employees (account and support managers).
- Monitor and evaluate the effectiveness of training programs based on the feedback provided from Team Leaders and top managment. Make improvements as necessary.
- Constantly developing training documentation.
- Conduct performance evaluations and provide coaching and feedback to team members.

Project Management:
I've been also responsible for a part-time project directed at managing automated calls with for the purpose of informing and advertising our services. At this role my responsibilities were:
- Developing and improving scripts for call center for various GEO
- Analyzing conversion, comparing and seeking ways of improving micro and macro conversion numbers
- Voice Secretary Operation: Proficient in the basic operation of voice secretaries, capable of understanding and following voice prompts to perform actions based on user input.
- IVR System Familiarity: Knowledgeable about IVR (Interactive Voice Response) systems and their fundamental principles, including the use of numeric input to navigate menus.
- User Interaction: Creating scripts for engaging in simple dialogues with users, such as greetings, clarifying user requests, and collecting basic information.
- Settings Configuration: Able to make basic settings adjustments in voice secretaries, including naming, enabling background operation, and selecting speech recognition profiles.
- Event Handling: Familiar with basic event handling, such as launching and completing voice secretary interactions, and understanding the impact of event triggers.

RNG Customer Support Manager

с 04.2022 по 12.2022 (8 месяцев)
Pragmatic Play, Київ (IT)

Pragmatic Play is a leading multi-product content provider to the iGaming industry, offering innovative, regulated and mobile-focused gaming products.

My responsibilities in this role were as follows:
- Collect and maintain client contact information, operator/brand details and any other documentation as required by the team;
- Collect and maintain technical client information; 
- Update where necessary game settings, including RTP levels and betscales according to Account Manager's request;
- Define & Monitor KPI’s for my team. Keep up with the KPI requirements;
- Ensure a high standard of service;
Communicate with customers to effectively resolve issues including implementations/onboarding, technical support, and general account management;
- Provide quick response to the customers;
- Create and update documentation for our Knowledge base;
- Adapt quickly to changing priorities and customer needs;
- Have a clear, professional, and informative communication style;

Tools:
- Jira ticket system
- Teams (Outlook)
- Outlook email system
- 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 8 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 (1 год 7 месяцев)

Київський Університет імені Бориса Грінченка

Pedagogy, Kyiv
Среднее специальное, с 2010 по 2015 (4 года 9 месяцев)

Дополнительное образование и сертификаты

Internet Security Awareness course

1 month

Social Engeneering Workshop

1 month

Знания и навыки

Знание языков

Английский — продвинутый