Machine Operator Support

CURRICULUM VITAE

Experience

Jan ****- current

Main duties:

Project Coordinator at BIVAC Armenia CJSC

- Prepare monthly statistics and other statistical documentation related to the project;

- Compile monthly KPIs and Annual Reports on Project Performance;

- Compile necessary project documentation (deliverables, functional specifications, guidebooks, release notes, repositories, etc.);

- Make necessary changes in already compiled technical specifications based on the request changes from customer and update the rest documentation accordingly;

- Write User Stories upon necessity (assist Project Manager in User Story writing in case of load and strict deadlines) and follow up their implementation;

- Participate in technical and other discussions with stakeholders and development team;

- Periodically communicate the tasks to be implemented to the project and operations teams,

- Participate in the organization of testing and training sessions, record the necessary requests and improvements;

- Per necessity to cooperate with UI/UX designer for preparing prototypes of the system;

- Research and analyze legal documentation; translate legal texts and other materials; Jun 2017-Jan 2018

Main duties:

Quality Assurance and Support Specialist at BIVAC Armenia CJSC

- Test each new release of the system;

- Document system bugs and defects, using bug management system (JIRA);

- Write test scenarios for new releases and perform regular regression suit;

- Follow the established procedures and standards for ticketing;

- Classify tickets in Kayako and JIRA systems and escalate to appropriate levels;

- Support key-users via calls, emails in case of technical issues;

- Carry out training sessions and user acceptance testing with stakeholders; Oct 2016-Jul 2018

Main duties:

Business to Business Customers Senior Specialist at Ucom LLC

- Support Corporate and VIP customers on company services;

- Technical support for internet and other services set up on mobile devices;

- Troubleshooting all kind of issues and find solutions (incoming/outgoing/international call issues, call forwarding and voice mail issues, roaming and internet issues);

- Update the official Facebook page of the company and handle customers' request;

- Process billing issues and clarify the generated monthly bills and inclusions for the customers upon their request;

- Supervise interns and new employees and assist them in their daily activities Jan 2012-Sep 2016

Main duties:

Contact Centre Senior Consultant at Orange Armenia CJSC

- Support High Value and Premium customer segment via phone and webchat;

- Provide information provision about company's services and offers;

- Provide technical support related to company's internet and voice services;

- Cross selling Internet, SMS and minutes bundle on the phone. Name Surname Vladislav Poghosov

Address Apt. 29,Vagharshyan str. 3, Yerevan, RA

Telephone +374******** / +374********

E-mail ********@*****.***

Linkedin https://www.linkedin.com/in/vladislav-poghosov-51a32163/ Oct 2010-Dec 2011

Main duites:

Contact Centre Representative at Orange Armenia CJSC

- Answer the calls of prepaid and postpaid customer segment;

- Provide technical support to internet and voice customers;

- Assisting the customers with the company-related services and enquiries Sep 2008-Aug 2010

Main duties:

Slot Machine Operator at Storm International

- Welcome the customers, assist in playing the slot games, explain the rules;

- Deal with big amounts of cash money, exchange the currency at the cash desk;

- Perform the clearing of bills from slot machines and participate in bills; calculation and balance at the cash desk

Languages Proficiency Level

Armenian Native

Russian Native

English Fluent

German Good

French Basic

Qualifications

2012-2013 Accredited Contact Centre Professional

2013-2014 Accredited Contact Centre Professional

2012 Jun ''Best Call'' nomintaion winner

2012 Dec ''Best Performer'' nomination winner

2014 Nov The 2nd place of the annual ''Customer Champions'' program held by Orange and Sony 2015 Nov The winner of the annual '' Customer Champions'' program held by Orange and Samsung Education

2004-2008 Yerevan State Linguistic University, Department of Linguistics and Intercultural Communication, Faculty of the English Language and Political Science, BA (Diploma with Honour)

2008-2010 Yerevan State Linguistic University, Department of Linguistics and Intercultural Communication, Faculty of Linguistics (English) and European Studies, MA (Diploma with Honour)

Training

Aug 2016 – Mar 2017 Web programming: HTML CSS Bootstrap JavaScript Jquery PHP MySQL Technical Skills

Languages: HTML(good), CSS(good), Bootstrap(basic), Java Script(basic), Jquery(basic), PHP

(basic), MySQL (basic)

Computer Skills: MS Office

Other programs: JIRA ticketing system, Kayako help center

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