Experience

FORM

• United States
• Software Development
• 200 - 300 Employee

• Customer Success Operations Team Lead

  • Apr 2021 - Present

  - Established a CS Operations team- Identified opportunities for process automation and optimization- Collaborated cross-departmentally to ensure efficient process implementation & adoption- Developed and implemented lifecycle processes, policies, and metrics to support customer success- Created CS Ops playbooks to allow the team to more efficiently and consistently execute on tasks

• Application Specialist Group Team Lead

  • Apr 2018 - Apr 2021

  In charge of operations management of the performance of the Global Application Specialist team (5-7 people). - Created a transparent resource planning system- Created a shared environment for best practices, tips&tricks, and useful information. - Carried out and promoted JIRA integration with QlikView that allowed transparent and clear time tracking data reporting on internal teams' and project levels.- Created a resource development plan for each team member. - Expanded team's involvement during all stages of the project. - Increased team recognition across the organization.- Managed and configured implementation solutions for small to medium-sized projects in various industries.- Validated requirements and identified and provisioned additional custom-build parts.- Managed client expectations by educating clients on implementation activities and communicating solution status.- Trained clients on maintenance and management of their solutions.- Identified and reported critical improvements to platform functionality.- Consulted the Product team on prioritization and polishing of new functions. Show less

• Project Manager

  • Mar 2016 - Apr 2018

  Managed several medium-sized projects on different stages simultaneously. Responsibilities included:- project and resource planning (Microsoft Project and JIRA); - producing schedules and timelines for tasks;- configuring form build solutions;- progress monitoring and project team coordinating;- identifying and managing risks to ensure delivery is on time; - regular reporting to the client and internal management (project health checks);- keeping the team up to date on configuration progress and any issues that arise that could stall the implementation- creating and maintaining technical documentation Show less

• Support Analyst

  • Aug 2014 - Feb 2016

  - Responding to incoming customer queries via phone/email/chat- Troubleshooting and consulting customers on specific use cases or issues- Replicating, analyzing, and documenting/reporting product defects - Identifying when issues require further escalation and engaging with offshore teams for technical issue resolution- Training new customers



Wentrum

• Ukraine
• IT Services and IT Consulting
• 1 - 100 Employee

• Team Supervisor

  • Oct 2011 - May 2013

  - Prioritizing and assigning tasks - Mentoring and teaching newbies - Taking care of client escalations - Prioritizing and assigning tasks - Mentoring and teaching newbies - Taking care of client escalations