Sergei Koreshkov

Head Of Support at Unlimint
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Contact Information
us****@****om
(386) 825-5501
Location
St Petersburg, St Petersburg City, Russia, RU

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Credentials

  • Java Programming: Solving Problems with Software
    Duke University
    Sep, 2018
    - Nov, 2024
  • Programming Foundations with JavaScript, HTML and CSS
    Duke University
    Sep, 2018
    - Nov, 2024

Experience

  • Unlimit
    • United Kingdom
    • Financial Services
    • 200 - 300 Employee
    • Head Of Support
      • Feb 2021 - Present

      • Build the department from scratch. Organized work in the service desk, set up multi-channel support for clients through various instant messengers. • Formed all the main regulations and procedures for the department. • Effectively manage a distributed team of 15 people. • Employees from Mexico to Vietnam, built a comfortable cross-cultural interaction. • Under my leadership, the department consistently fulfilling the target SLA. • Organized effective interaction with other departments. • Two years zero staff turnover. • As a result of effective work of technical support and implementation, the sales department doubled the profit and attracted new customers compared to the previous reporting period. • Organized employee training for the subsequent formation of a personnel reserve. Show less

  • Citi
    • United States
    • Financial Services
    • 700 & Above Employee
    • Senior Apps Support Analyst
      • Jun 2019 - Feb 2021

      • Providing specialized support to various business users and groups • Business applications and systems support • Implementation of new business applications and systems using corporate standards, guidelines and procedures. • Participation in regional / local initiatives related to the launch of new projects / products / processes. Keeping the COB environment and procedures up to date. • Coordination of technical maintenance, participation and support. • Providing specialized support to various business users and groups • Business applications and systems support • Implementation of new business applications and systems using corporate standards, guidelines and procedures. • Participation in regional / local initiatives related to the launch of new projects / products / processes. Keeping the COB environment and procedures up to date. • Coordination of technical maintenance, participation and support.

  • Profee.Lab
    • Russian Federation
    • Strategic Management Services
    • 1 - 100 Employee
    • Head Of Support
      • Oct 2016 - Dec 2018

      Personal achievements: • Launching two products (CPS and ProFee wallet). • Launching commercial pilot for key customers (B2B). • Created from scratch all instructions, procedures and regulations for technical support department. • Organized communications between technical support and key account managers and other departments. • Created knowledge base. • Trained foreign partners (Cyprus) to use backoffice system. • Created from scratch scripts and operation procedure for contact-center. Main responsibilities: • Head of two support teams for two company products. • Integrating new merchants with API. • Processing customers applications (b2b and b2c). • Consulting customers in all integration problems and questions about system functionality. • Settings accounts with administrative backoffice tools in processing platform. • Settings system parameters. • Collecting data from requests, detecting patterns and managing knowledge base. • Investigating incidents, technical issues and reconciliation mismatches. • Communicating with first line – contact center. • Communicating with third line – developers and Dev.Ops. • Communicating with analytics and QA departments in production flow and issues. • 24/7 System monitoring. Show less

  • SFOUR
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Head Of Support
      • Sep 2015 - Oct 2016

      • Planning, implementation and coordination of activities for the provision of warranty services for devices and software. • Creating operating documentation and describing business processes within support team (categories, functionality description, etc.) • Creating, describing, implementation of SLA, KPI, control system. • Administration, coordination and monitoring customer requests in OTRS. • Planning and organization site visits of service specialists. • Drafting, conclusion contracts for service. • Organization, optimization of interaction processes and control of performance of obligations by external service partners. • Conflicts resolution, work with customer complaints. • Participating in pre-sales. • Implementation of VIP service. • Preparing reporting documentation. Show less

  • goSwiff
    • Москва, Россия
    • Customer Support Manager
      • Feb 2015 - May 2015

      • Interface with client’s operations • Setting IP-telephony • Responsible for delivery and implementation of the resolutions as per schedule • Responsible for delivery of new versions, service pack or fixes • Installation and support of servers, installed on-site financial institutions data center; • Installation and configuration of Software and Hardware (servers and databases); • Install and configure proprietary software; • Definition of the tests and the definition of test problems; • Configure and troubleshoot VPN connection; • Testing and support of middleware and its own software components. Responsible for the quality of supplies and troubleshooting server components; • Manage all events, depending on the customers SLA and internal goSwiff processes. Responsible for the maintenance and updating of solutions already deployed on the company or customer territory; Show less

  • SFOUR
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Lead Technical Support Engineer
      • Mar 2012 - Feb 2015

      - Assistant manager; - Processing customers applications(tickets); - Service-desk moderating; - Consultation by phone; - Remote installation; - Writing instructions; - Device install and repair field trips; - Mentoring; - Foreign customers education; - ATM, POS-terminals and self-service terminals Installation and setting - Providing payment gateways to Cyberplat, Rapida, OSMP, E-Port and other payment systems - Setting gateways with NDC, ISO8583 - Developing training programs for technical support engineers; - Interviewing new employees; - Realization of technical support department restructuring Show less

Education

  • Российский Государственный Гуманитарный Университет
    Менеджер по управлению персоналом, Управление человеческими ресурсами/управление персоналом, общее направление
    2007 - 2011

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