Experience

• 

  CREDITEXPRESS Ukraine

  • Business Analyst

    • Jan 2022 - Mar 2023

• 

  Maxitech

  • Киев, Киев, Украина

  • Juniior PO/Business analyst

    • Apr 2020 - Dec 2021
    • Киев, Киев, Украина

    Configuring all services for Product owners in the company according to new features and brand releases. Communicated with the affiliates to ensure successful integration via PAPI, configuring PAPI clients according to the affiliate`s needs. Wrote documentation for product configurations and features assisting Product owners with feature requests. Wrote user stories for services and features.Managed call centers configuration in Amazon (AWS S3).

• 

  ActiveChat | We build chat bots

  • Kiyv

  • Head Of Customer Service

    • Oct 2019 - Apr 2020
    • Kiyv

    -Building new processes and standards of customer service.-Being the primary point of contact for escalations and managing communication between the dev team and customers.-Holding meetings and demos` with customers and guiding them through the platform.-Building the relationships between customers and ActiveChat.-Representing ActiveChat on public events (It-Business night)

• 

  Nextiva

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Manager of Customer Relations EU

    • Feb 2018 - Jun 2019

    Managing team of retention agents in Europe office:• Controlling service level provided by my agents, meeting metrics, their QA review.• Taking over special cases (cancellations and escalations) that were escalated to the manager level. Working on resolutions to meet customer`s and needs of my company.• Being a resource for my team – providing with guidance and assistance. Coaching and working on improvement of my agents on everyday basis. Developing my agents on monthly 1 on 1`s, holding them accountable for their mistakes.• Dealt with special projects, distributing the workload among my teammates.

  • Technical Support Specialist

    • Sep 2017 - Feb 2018

    • Configured Nextiva’s unified VoIP communications product features.• Provide each customer with an “Amazing Service” experience through phone conversation.• Work to meet and exceed a set of daily metrics• Notate tickets thoroughly and properly in Nextiva’s CRM• Critically think and troubleshoot phone and fax issues.• Manage difficult customer interactions

• 

  Quest marketing LTD

  • Kyiv

  • Customer Support Representative

    • Jan 2017 - Aug 2017
    • Kyiv

    Main Job Tasks and Responsibilities:Contacting existing customers and selling our products and services;Addressing customer needs and concerns, overcoming obstacles;Meeting (exceeding) Sales goals for department and company.Answering inquiries by clarifying desired information; researching, locating, and providing accurate, valid and complete information by using the right methods/toolsHandling complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution, escalating unresolved problems.Building sustainable relationships of trust with customer through open and interactive communication.Following communication procedures, guidelines and policiesAchieving performance objectives in all areas consistently;

• 

  .io

  • Sales Development Representative

    • Jan 2016 - Apr 2016

    -Sales supporting.-Generating appointments for Sales Executive.

• 

  TeleTrade

  • Ukraine,Kyiv

  • Account Sales Manager

    • Apr 2014 - Mar 2015
    • Ukraine,Kyiv

    -Increasing the amount of active clients, traders.-Provision of analytics for current clients and traders that worked with company.-Selling investment services.