Customer Success Manager

• Jul 2023 - Present

Customer Success Manager

• Oct 2022 - Jul 2023

Technical Support Team Lead

• Jan 2021 - Jul 2022

I had a technical customer support team to manage and clear goals to improve the team performance. My main focus was searching for solutions on how to improve the response time, increase customer's satisfaction, organize the working processes so as the team uses its resources in the most effective manner. I've optimized every process of customer support which helped us to improve the team productivity by 30% as well as reduce the median response time by 10x in 3 months, allowing the e-commerce company to spend less resources on the customer support and improve the customer satisfaction score by 7%. Show less

Customer Service Manager

• Jan 2020 - Jan 2021

It was an usual technical support specialist position requiring me mainly to do the following: - Technical support communication with customers and troubleshooting; - Writing technical documentation and how-to guides for customers; - Testing new product features manually and report any bugs to the product manager; - Collecting customer's requirements and recommendations to improve the products.

Assistant Project Manager

• Feb 2019 - Jan 2020

The position required me doing all the project manager's work with less responsibilities as I was an assistant, however, it helped me to put my project management skills and knowledge in practice. Find some of the main duties below: - Getting done communication and organization tasks assigned by my project manager;- Managing project tasks and interacting with other team members and developers; - Getting done all the manager's errands regarding different projects as quickly as possible; - Communication with customers from all over the world. Show less

Project Manager

• May 2018 - Jul 2018

That was a university project of making a documentary. The project helped me to establish skills of managing international teams, building voluntary teams and managing them to implement the project from the idea to the final result. Some of the responsibilities: - International team management; - Organization; - Production. You might want to check the final result here: https://www.youtube.com/watch?v=zHVNcGUUEEI That was a university project of making a documentary. The project helped me to establish skills of managing international teams, building voluntary teams and managing them to implement the project from the idea to the final result. Some of the responsibilities: - International team management; - Organization; - Production. You might want to check the final result here: https://www.youtube.com/watch?v=zHVNcGUUEEI

Customer Service Manager

• Feb 2017 - Feb 2018

That was my first full-time job that I got as a sophomore. It was a real test and an incredible experience for my communication skills and working under constant stress. Basic call-center work that helped me to develop the following skills: - Troubleshooting; - Stress management; - Working with angry and unsatisfied customers; - Bank services and products promotion; - Consulting and telesales. That was my first full-time job that I got as a sophomore. It was a real test and an incredible experience for my communication skills and working under constant stress. Basic call-center work that helped me to develop the following skills: - Troubleshooting; - Stress management; - Working with angry and unsatisfied customers; - Bank services and products promotion; - Consulting and telesales.

Educational Project Manager

• May 2016 - Jan 2017

I worked in the company during my first year in university. It was an educational center for children focused on professional orientation and studying English. Working on those projects I learnt to work effectively with teams from the day one when you don't have time for adaptation; perform public speaking in front dozens and hundreds of people; take on responsibility for the team work and be a leader. My main responsibilities were organization and implementation of educational projects for children, including: - Preparation of educational program and entertaining events; - Presentations in schools with an audience of 50-200 people; - Consulting and sales. Show less