Customer Support Manager (with fluent English), remotely, 12:00 NY time

Описание

Nik it a
L o m ach enko v
dara exor@ gm ail.c o m
+79 0938 956 59
S um mary
H ead o f C usto m er C are a n d d edic a te d s u pport e n gin eer w it h + 6 y ears o f e xp erie n ce i n I T fi eld ,
fr o m  I n te rn et p ro vid ers t o d evelo p ers o f a p plic a tio n s a n d s e rv ic e s.
F lu en t i n E nglis h (d ip lo m a o n t r a n sla tio n a n d b u sin ess c o m munic a tio n ).
S tr iv in g t o b e b ette r a n d d evote d t o p erso n al g ro w th .
Em plo y m ent H is to ry
S enio r t e chnic al s u p port re pre se nta tiv e
BEEPER • V olg ogra d , V olg ogra d O bla st
P ro vid in g t e ch nic a l s u pport f o r t h e c o m pan y's c lie n ts .
P ro vid in g d eta ile d i n fo rm atio n o n t h e c o m pan y's p ro du cts a n d s e rv ic e s t o t h e
cu sto m ers. 
D ay t o d ay w ork w it h a n i n te rn al c u sto m t ic k et- sy ste m .
Day t o d ay w ork w it h a n i n te rn al n etw ork m on it o rin g s y ste m .
Addre ssin g t h e c u sto m ers' i s su es. 
F orw ard in g t h e c u sto m ers' r e qu ests t o t h e t h ir d l in e o f t e ch nic a l s u pport f o r
fu rth er c o n sid era tio n , i f i t i s n eeded.
C om munic a tin g w it h t h e c u sto m ers v ia e - m ail, p hon e o n a d aily b asis .
M en to rin g n ew t e ch nic a l s u pport r e p re se n ta tiv es. 
S ch edu lin g w ork in g h ou rs f o r t e ch nic a l s u pport r e p re se n ta tiv es. 
M an agin g a t e am o f t e ch nic a l s u pport r e p re se n ta tiv es.
E valu atin g r e su lt s o f t h e t e am work .
05/2 013 - 0 5/2 014
L e ad in g c usto m er c are re pre se nta tiv e
RC NTEC • M osc ow
T ra n sla tin g c o m mercia l a n d t e ch nic a l d ocu m en ta tio n ( R ussia n t o E nglis h ,
Englis h t o R ussia n ).
Wr it in g u se r m an uals a n d c re atin g i n str u ctio n al v id eos.
C om munic a tin g w it h t h e c o m pan y's b u sin ess p artn ers a n d c u sto m ers v ia
p hon e, e - m ail. S oco co ( in E nglis h l a n gu age )
P ro vid in g d eta ile d i n fo rm atio n o n t h e c o m pan y's p ro du cts a n d s e rv ic e s t o t h e
cu sto m ers.
P ro vid in g t e ch nic a l s u pport f o r t h e c u sto m ers.
P ro vid in g d em os f o r t h e c u sto m ers.
P ro vid in g a n o u ts ta n din g c u sto m er c a re s e rv ic e .
D ay t o d ay w ork w it h H elp -desk .
D ay t o d ay w ork w it h G oogle d ocs, S la ck , S oco co .
M an agin g u se rs' r e qu ests a n d l e ads i n B it r ix 2 4 C RM .
Men to rin g n ew c u sto m er c a re r e p re se n ta tiv es.
0 4 /2 015 - 0 9/2 017
S up port E ng in e er
EG ART EC H • M osc ow
T ra n sla tin g c o m mercia l a n d t e ch nic a l d ocu m en ta tio n ( R ussia n t o E nglis h ,
Englis h t o R ussia n )
03/2 018 - 0 6/2 018

Perfo rm in g b ack - offi ce w ork .
C om munic a tin g w it h t h e c o m pan y's b u sin ess p artn ers a n d c u sto m ers v ia e -
m ail, p hon e, S erv ic e - desk ( in E nglis h l a n gu age ) .
P ro vid in g t e ch nic a l s u pport f o r t h e c u sto m ers
T ro u ble sh ootin g w it h t h e d evelo p ers t e am .
Day t o d ay w ork w it h S erv ic e - desk .
H TM L c o din g.
Wo rk w it h a n i n te rn al n ew sle tte r, F T P, b lo g.
Wo rk w it h a n i n te rn al m ass- m ailin g s e rv ic e a n d A PI.
A naly zin g t h e i m pact o f m ass- m ailin gs.
D ay t o d ay w ork w it h G oogle d ocs.
2 nd lin e s u p port e ng in e er
Adsn ip er • V olg ogra d , V olg ogra d O bla st
P ro vid in g t e ch nic a l s u pport f o r t h e c o m pan y's c u sto m ers.
Wr it in g a n d e dit in g u se r m an uals ( in E nglis h l a n gu age ).
M an agin g a c o m munit y i n T ele gra m ( in E nglis h l a n gu age )
C om munic a tin g w it h t h e c o m munit y a n d t h e c o m pan y's b u sin ess p artn ers.
T ro u ble sh ootin g w it h t h e d evelo p ers t e am .
Revie w in g l o g fi le s, fi ndin g s o lu tio n s t o t h e c u sto m ers' i s su es, c h alle n ges.
D ay t o d ay w ork w it h Z en desk , C on fl uen ce , S la ck .
08/2 018 - P re se nt
H ead o f C usto m er C are
F ire b ears tu d io • D üsse ld orf
E ffe ctiv e s u pport t e am m an agem en t. T he t e am c o n sis te d o f f o u r d evelo p ers
a n d o n e s u pport r e p re se n ta tiv e(E N G/R U )
Effe ctiv e c o m munic a tio n w it h t h e c o re d evelo p m en t t e am a s w ell a s w it h t h e
Top m an agers o n a d aily b asis .( E N G/R U )
Effe ctiv e c o m munic a tio n w it h t h e c o m pan y's c u sto m ers, i n te n ded t o r e ce iv e
good r e vie w s(a ro u nd 5 2 o n T ru stp ilo t), c u sto m er s u cce ss s to rie s, a n d b u ild u p
str o n g r e la tio n sh ip s.( S kyp e/E m ail c o rre sp on den ce /L iv e c h at/JIR A)
Accu ra te g ath erin g a n d a n aly sis o f a ll t h e i n fo rm atio n p ro vid ed b y t h e
co m pan y's c u sto m ers f o r t h e f u rth er i m pro vem en t o f t h e c o m pan y's p ro du cts .
D ealin g w it h c o m ple x c a se s/D ealin g w it h r e fu nds/C usto m er r e te n tio n .
D ealin g w it h e sca la te d c a se s.
T ra in in g o f n ew co m ers.
M on it o rin g t h e w ork in g p erfo rm an ce o f e ach d evelo p er(s u pport t ic k et
re so lu tio n )(JIR A/In te rco m )
Zoom m eetin gs w it h t h e d evelo p ers.
Wr it in g a n d e dit in g d ocu m en ts (E ng)
R ep ortin g a n d f o rm ula tio n m etr ic s(E N G)(G oogle S h eets )
P re - sa le a ssis ta n ce . P ost- Sale s e rv ic in g.
M agen to 2 e xp erie n ce . 
0 7/2 019 - 1 2 /2 020
P ro fe ssio nal S kills
C ap able o f u sin g m an y v ario u s t ic k et s y ste m s, a s
Z en desk , S erv ic e - desk , H elp -desk
Q uic k ly a dap te d t o n ew s e rv ic e s, l iv e c h ats , a p plic a tio n s,
w ays o f p erfo rm in g d if fe re n t t a sk s.
F lu en t i n E nglis h l a n gu age. P assio n ate a bou t f a cin g c h alle n ges.
E xp erie n ce d i n w rit in g/e dit in g d ocu m en ta tio n u sin g
re adm e.i o
H TM L c o din g
G oogle a ds M agen to
T eam M an agem en t

Ed ucatio n
G oods s p ecia lis t, s e co nd ary v o catio nal e ducatio n,s a le s a nd m ark e tin g
Volg ogra d In stit u te o f B usin ess • V olg ogra d , V olg ogra d O bla st G ra d uate d
06/2 010
T ra nsla to r, a d dit io nal v o catio nal t ra in in g , b usin e ss c o m munic atio n f ie ld
F ore ig n L anguage C ente r " R ew ard " • V olg ogra d , V olg ogra d O bla st G ra d uate d
09/2 016
In te rn e t-m ark e tin g , f u ll c o urs e
St. P e te rs b urg s c hool o f t e le vis io n F ed era l e d ucatio n p ro je ct • V olg ogra d , V olg ogra d O bla st G ra d uate d
01/2 019
L ang uag es
Englis h : F lu en t Russia n