Ярослав

Yaroslav Yakovenko

• 9 years of working experience in the product IT company (gamedev).
• Worked as community manager, support agent and account manager.
• 3 years in customer support and account management teams as a Team Lead.
• Coordinated and launched successful stand-alone projects and employee evaluation system (internal QA).
• Also have experience in starting my own business (HoReCa).
• Ready for new challenges in project management, customer support and account management.

Education

Master of Management - International Management
National Aerospace University "Kharkiv Aviation9/2006-2/2012
Institute" - Kharkiv, Ukraine
Classical economic education.
In-depth study of international management and foreign economic relations.

Work experience

Community Manager and Support Agent
Plarium - Kharkiv, Ukraine4/2012-3/2015
◦ providing technical support to computer games customers,
◦ maintaining pages in social networks and forums,
◦ creating and editing different texts for the gaming community,
◦ handling tickets in Kayako/Zendesk and other support systems,
◦ creating JIRA bug reports,
◦ communicate with devs teams.
Account Manager/Lead Account Manager
Plarium - Kharkiv, Ukraine3/2015-2/2018
◦ Providing technical support for the top depositors of the company's products,
◦ Participation in the development of an automated work system,
◦ Participation in the creation of a training system for Account Managers,
◦ Conducting training and internships for account managers.

Account Management Team Lead/Player Support Team Lead
Plarium - Kharkiv, Ukraine2/2018-11/2020
◦ Account Management teamwork organization,
◦ Building and optimizing a Support player`s system,
◦ Development of a user-friendly knowledge base,
◦ Development of an automated support service system,
◦ Conducting interviews with candidates,
◦ Conducting one-on-ones with team members.
◦ Creating a training program for new employees.
Co-owner
Винний Бар (Wine Bar) - Kharkiv, Ukraine3/2021-5/2024
Co-owner and co-founder of a Wine Bar in Kharkiv: [открыть контакты](см. выше в блоке «контактная информация»)
This is a place where we promote the wine culture consumption and introduce guests to the best Ukrainian wineries.
My duties:
◦ communication with guests,
◦ work process organization,
◦ organization and implementation of various events (tastings, master classes, lectures, etc.),
◦ finance and business strategy development.
Also, I worked directly in the institution, serving guests.
Customer Support
Customer Support Manager - Awery Aviation Software 7/2024 - now
◦ providing technical support to the company’s customers (B2B),
◦ requests distribution for further DEV teams processing,
◦ work with dev tool, creating and updating JIRA tickets,
◦ work on the knowledge base updating.

Skills

Microsoft Office Jira Atlassian Confluence
Projects coordination Team leading
L&D employee
programs creating
Launch and coordinate own business project
Cavist (HoReCa)

Hobbies

Music
Guitar, singing.
Graduated from a music school (piano), professionally engaged in vocals

Wine

Work as a cavist.
Studied the history and technology of world and Ukrainian winemaking.

Books
Non-fiction.

Historical, social, philosophical. I plan to get a degree in history.

Football
I love this game. Playing futsal.
Running
Trails and long distances