Customer Support R D
Resume:
Education
Contact Me
******.**********@*****.***
Languages
Work Experience
English (advanced)
Ukrainian (native)
Russian (advanced)
German (B1)
Pereyaslav-Khmelnitsky
State Pedagogical University
Faculty: philological;
specialty: Teacher of Foreign
Languages (English,
German)
Bohdan Tsilitskyi
Kauri One (fintech) January 2024 - May 2024
Banner Aircarft International November 2023 -
December 2023
Sales Account Manager
Support Integration Manager
Establishing and securing effective relationship with the customers, identifying their needs and goals to ensure the most profitable cooperation;
Building connections with suppliers with an aim to achieve a long-term collaboration;
Conducting business negotiations (phone calls/e-
mails);
Arranging for a variety of transactions
(outright/exchange/leasing/repairing) with suppliers; Researching the market for best equipment
solutions;
Preparing commercial quotes/contracts/shipment
documentation on delivery of goods;
Providing monthly reports to management on
quotations made & deals concluded.
Integration with CRM software (Zendesk)from
scratch;
Configuration of chat and ticket setting in
Zendesk (channels of communications, rules,
automations, routing, chat widgets etc);
Working with different departments including
Front and Backend teams for smooth
installation of ZD;
Maintaining and perfecting FAQ website
interface including writing, deploying, updating,
revamping Help articles;
Handling customer queries in tickets and chats
in English & Russian/Ukrainian;
Business communication with third parties;
Commnucation with B2B clients on status of
projects and tasks to be completed/features to
be developed/revamped;
Skills Work Experience
Wirex ltd (fintech) August 2022 -
December2023
Wirex ltd (fintech) Novemeber 2019 - July 2022
Customer Support Legion Lead
R&D Domain Coordinator (Delivery Manager)
Managing a chat support team up to 30+
memebers along with phone support team of 8
agents (interviewing, onboarding, work
assessments, one to one meetings);
Development, launching and maintenance of new
processes and branches of communication with
customers (phone support, chat support);
CRM optimization; set-up of chat and ticket
communication guidelines, quality assurance;
Working with product team, development of
product requirements based on customer reviews
and user actions;
Handling financial related user enquiries
Working on optimization to improve CSAT and
public reviews about the company;
Maintaining FAQ website interface including
writing, deploying, updating, revamping Help
articles.
Lead Fiat and Card teams
Run and improve delivery processes including
sprint/release palnning, backlog grooming,
prioritization, deployment procedure, assessment & betterment of team performance;
Plan teams routine, control, lead and update
comunication, maintain project documentation on
Confluence;
Facilitate team meetings, deliver status reports,
resolve issues, drive feedback, and cultivate open communication within the teams;
Incident management related to card/fiat
transactions & coordination of their resolution
process;
Motivate team members to work together in the
most efficient manner;
Work closely with business stakeholders to keep
everyone informed on the state of delivery;
Support new tools, systems or infrastructure
evaluation and implementation
Scrum/Kanban/Scrumban
Agile Project Management
SDLC knowledge
Leadership & Team
Management
Remote Team
Management
Project Management
Blockchain technology
CRM Jira/Confluence
Zendesk/Freshworks
Performing duties of senior support agent of the
chat subteam and entire department, namely:
1.Assisting teammates with aggressive/difficult
customers
2.Processing corner cases
3.Intercommunication with accompanying
departments
4.Monitoring and reporting product issues along
the shifts
Responding to requests via online chat in English
Composition of support articles meant for
customer supports’ understanding of the
workflow of each specific issue;
Following up on cases of dissatisfied users.
Introduction of B2B segment in Support
Department from scratch;
Setup of B2B ticket queues in Zendesk;
Introducing Wirex clients to B2B segment and
processing their cases starting from verification up to account closure;
Creation of guides on B2B segment in admin
panel and on resolution of B2B customer cases on
Confluence;
Inducting new agents and briefing them on
specifics of B2B segment - "how to";
Close interaction with Product Department on
B2B segment - account owner verification, UI/UX,
payment methods, crypto transactions etc
Development of B2B customer branch into a
separate team within Support Department
Wirex ltd (fintech) January 2019 - October 2019
B2B Client Support Representative
Wirex ltd (fintech) December 2017- December
2018
Customer Support Shift Lead
Work Experience
Epos PJSC (industrial equipment)
January 2016- December 2017
Technical Translator
Conduction of negotiations on Skype
conferences/oral (translation from
Russian/Ukrainian to English & vice versa);
Oral/written translation of technical
documentation (from Russian/Ukrainian to
English/German & vice versa);
Keeping in touch with company's foreign and
local partners (phone calls, Skype conversations,
etc. English language);
Oral translation of Power Point presentations to
English from Russian/Ukrainian & vice versa;
Taking care of all the business conversations via
email with company's foreign partners (English
language);
Preparing/composing commercial contracts and
other documentation on equipment supply
(English, Ukrainian, Russian & German languages);
Business trips abroad/around Ukraine for
negotiations;
Arranging preparations for exhibitions & meetings
with company's foreign partners.
Work Experience
Contact this candidate