Ihar Litvinenka
Customer Support Manager at Teltech- Claim this Profile
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English Full professional proficiency
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Russian Native or bilingual proficiency
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Belarusian Native or bilingual proficiency
Topline Score
Bio
Evgenia Mamyko
I had the pleasure of working closely with Ihar on a project, and I must say, he is a truly customer-centric professional who consistently goes above and beyond to ensure customer satisfaction. His deep understanding of the product offerings allows him to address inquiries and resolve issues efficiently, leaving customers delighted. Furthermore, Ihar demonstrates a remarkable ability to grasp the significance of product-related matters and effectively communicates them to the Product team. His exceptional interpersonal skills, problem-solving abilities, and unwavering commitment to continuous improvement make him an invaluable asset to any organization fortunate enough to have him on their team. Without hesitation, I highly recommend Ihar for any organization seeking a highly skilled and dedicated Customer Support Manager. With his ability to drive exceptional customer experiences and foster team success, I am confident that Ihar will make a significant positive impact wherever he goes.
Evgenia Mamyko
I had the pleasure of working closely with Ihar on a project, and I must say, he is a truly customer-centric professional who consistently goes above and beyond to ensure customer satisfaction. His deep understanding of the product offerings allows him to address inquiries and resolve issues efficiently, leaving customers delighted. Furthermore, Ihar demonstrates a remarkable ability to grasp the significance of product-related matters and effectively communicates them to the Product team. His exceptional interpersonal skills, problem-solving abilities, and unwavering commitment to continuous improvement make him an invaluable asset to any organization fortunate enough to have him on their team. Without hesitation, I highly recommend Ihar for any organization seeking a highly skilled and dedicated Customer Support Manager. With his ability to drive exceptional customer experiences and foster team success, I am confident that Ihar will make a significant positive impact wherever he goes.
Evgenia Mamyko
I had the pleasure of working closely with Ihar on a project, and I must say, he is a truly customer-centric professional who consistently goes above and beyond to ensure customer satisfaction. His deep understanding of the product offerings allows him to address inquiries and resolve issues efficiently, leaving customers delighted. Furthermore, Ihar demonstrates a remarkable ability to grasp the significance of product-related matters and effectively communicates them to the Product team. His exceptional interpersonal skills, problem-solving abilities, and unwavering commitment to continuous improvement make him an invaluable asset to any organization fortunate enough to have him on their team. Without hesitation, I highly recommend Ihar for any organization seeking a highly skilled and dedicated Customer Support Manager. With his ability to drive exceptional customer experiences and foster team success, I am confident that Ihar will make a significant positive impact wherever he goes.
Evgenia Mamyko
I had the pleasure of working closely with Ihar on a project, and I must say, he is a truly customer-centric professional who consistently goes above and beyond to ensure customer satisfaction. His deep understanding of the product offerings allows him to address inquiries and resolve issues efficiently, leaving customers delighted. Furthermore, Ihar demonstrates a remarkable ability to grasp the significance of product-related matters and effectively communicates them to the Product team. His exceptional interpersonal skills, problem-solving abilities, and unwavering commitment to continuous improvement make him an invaluable asset to any organization fortunate enough to have him on their team. Without hesitation, I highly recommend Ihar for any organization seeking a highly skilled and dedicated Customer Support Manager. With his ability to drive exceptional customer experiences and foster team success, I am confident that Ihar will make a significant positive impact wherever he goes.
Experience
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Teltech
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IT Services and IT Consulting
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1 - 100 Employee
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Customer Support Manager
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Aug 2020 - Present
- Successfully assisted to >55.000 customers with their technically related issues using CRM systems (Zendesk, Uservoice) - My personal satisfaction score from assisting to customers increased throughout my work from 77% to 85% - Created and updated over 40 macros (email templates) in the CRM system for the team to use. - Actively participated in discussions on the workflow improvement process, working on customer experience improvement. - Improved customers’ satisfaction score with chatbot from 77% to 82% by training the bot, updating trigger words, improving the bot’s answers. - Maintained full transition to a new chatbot solution to help resolve over 90% of customers’ issues immediately and automatically with no human assistance. - Regularly met with the Product and Development teams to keep them up to date with the problems the customers were facing to improve the product based on these complaints. - Provide regular Customer Support reports to the Development team with the stats on the solved issues, average Customer Satisfaction rate (CSAT), First reply time (FRT). Show less
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President Hotel Minsk
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Belarus
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Hospitality
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1 - 100 Employee
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Guest Relations Manager
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May 2018 - Aug 2020
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Education
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2022 - 2022
Udemy Alumni
The Complete Agile Scrum Fundamentals Course, Team Management -
2013 - 2018
Minsk State Linguistic University
Bachelor's degree, Country studies
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