Customer Support/Success Manager

Kyiv · $1000 · 4 years of experience · Upper Intermediate

Experience in customer management over 3 years. Languages - English, Ukrainian, Russian. Tools - JIRA, HubSpot, iOS, MS Office, WebServices Customer relationship management Cooperation with developers and IT department for case solving Problem solver with troubleshooting Analysis of client activity


IT Director, Head of Operations Team, Head of Customer Support Team

Kyiv · $3500 · 8 years of experience · Advanced/Fluent

● 8 years in operational management of distributed team in international business; ● Building effective IT team and ensuring its professional development; ● Good practical experience in setting up ITIL processes from the scratch and continuously improving them; ● Successful delivery of IT projects; ● Strategic and tactical planning; ● Cooperation with Clients on pre-sale and post-sale stages; ● Contracts negotiation with vendors and suppliers; ● Budget planning, optimization and control; ● The ability to help the business to find new ways to increase its value and reach its goals faster from cooperation with IT Department; ● Analytics and reporting; ● The ability to find a balance between time, cost and quality when dealing with projects of varying complexity; ● Coordinating teamwork of internal departments for the accomplishment of set goals; ● Building flexible team that is ready to support any business changes in rapid terms; ● Advanced level of written and spoken English; ● Excellent communication skills; ● Strong customer-focus attitude.

ITIL, ITIL v3, ITIL Cettified, Support, Management

• Setting up company’s IT HelpDesk according to ITIL\ITSM (planning and documenting the process, selecting the tool and responsible engineers, sharing rules of work and control their usage); • Implementation of new IT Service Management system (design of processes, system setup, update of documentation, communication, KPIs update); • Management of company’s IT documentation (create standards, document rules of work with IT documentation, control its timely updates); • IT Service Catalog management (define and document IT services, promote them and assist Clients with requests for premium IT services); • Implementation of IT KPIs and their continuous improvement (selection of metrics by their importance, gathering them on monthly basis, analysis of reports, planning actions according to reports and control of execution and results); • Diesel Generators implementation in 6 offices of the company (getting the requirements, vendor selection and contracting control, offices energy audit, diesel generators selection, agreement of project documentation and control of supplier’s project work); • Core IT processes setup, implementation and management (design required processes, document them, analyze and remove bottlenecks, review on permanent basis according to company’s goals); • Setting up technical part of Business Continuity Plan (getting requirements from stakeholders, plan the details and agree them with teams and employees involved into the Plan execution, get feedbacks and update the Plan, agree it with stakeholders); • Setting up IT Knowledge DataBase (set the rules and the process, define the tool, implement it and control the filling); • Setting up process of ITD cooperation with the new clients of the company and its supervising; • Cooperation with Financial Department on establishing rules for planning, tracking, analysis and reforecast of IT CAPEX/OPEX expenses


Techical writer, translator, English teacher

Dnipro · $500 · 1.5 years of experience · Upper Intermediate

1,5 years of experience in teaching English and dealing with translations. Currently, looking for several positions such as English teacher, technical writer, etc.

English, Communication Skills, Good communication skills, Microsoft Office, Ability to learn quickly

Managed to teach successfully students of different level ( from pre-school children to adults). Recently, I have passed 300 hours of TEFL certification.

Expect to join a team of funny, interesting and professional people.


Customer support / Sales manager

any city, Kyiv · $700 · 6 years of experience · Advanced/Fluent

Suntech Innovation January 2019 — July 2019 Ukraine, IT, System Integration, Betting 1-st Line Support -Responding efficiently to customers' requests over a variety of channels -Resolving 1-st line complexity tickets -Escalating tickets for further investigation to other IT departments -SLA control Cancelon LTD November 2017 — January 2019 Israel, Hotels business Customer Support Representative -Providing qualified customers' support on-line via e-mails, phone calls and chats -Handling and resolving customers' complaints and requests -Identifying and solving issues -Ensuring customers' satisfaction Zeppelin Rusland September 2015 — October 2017 Russia, Industrial Equipment, Machine Tools and Components Pre Sales Manager -Informating and ordering -Service quality surveillance -CRM Administration (MS Dynamics) -Lead management -Content management (CMS Wordpress)   Dominos Pizza May 2014 — August 2015 Kyiv, Hotels, Restaurants, Food Service Industry, Catering Call Centre Operator (English line) -Informating and ordering -Complaints handling   Educational Test Center TOEFL/IELTS/SAT/GRE/GMAT February 2013 — April 2014 Kyiv,, Educational Institutions English language tutor -Teaching English as a foreign language (different levels and styles) -Preparing students for international exams (TOEFL/IELTS/SAT/GRE/GMAT)

customer support, English, CRM, helpdesk, Customer service, Jira, Good communication skills, Ability to learn quickly, Английский, HTML, CSS, Agile

Higher education Kiev National Linguistic University Applied Linguistics, Masters Degree 2012 Kiev National Linguistic University Applied Linguistics, Bachelors Degree 2011 Papers: Course paper in Statistical linguistics, “The distribution of sentence length in English texts of different styles Course paper in Automatic morphological analysis, “The degrees of comparison of the English adverb” Bachelor’s paper in Automatic morphological analysis, “The morphological coding of adverbs in a corpus of English texts” Master’s paper in Automatic morphological analysis, “The analysis of the adverb functioning in a multilingual corpus” Assistance: Participated in the creation of the English Learners’ Corpus, KNLU, 2010 Professional development, courses 2015 Programming .NET C# Starter CyberBionic Systematics, Programming Tests, examinations 2015 Microsoft Test Provider C# Starter ТС18246049


HR juniour, people partner

Bud'-jakij, Kyiv · $500 · Less than a year of experience · Upper Intermediate

experience in tourism field, sales and reception in hotel

Linkedin, Interviewing, English, Communication, Poeple manager, Microsoft Office

passing the course IT HR in Education 2000 – Golden Medal for Highest Honors in Secondary Education 2005 – diploma with honor (specialist)of Kiyv national university of culture and arts, manaqer of international tourism, guide-interpreter, Ukraine. 2007 – completed the course of study at Ukrainian TV, Radio broadcasting and Press institute in speciality journalist - TV and Radio broadcaster. 2012 – complited 3 month course of German language. 2014 – student of Inter Media school, directions of TV.

I need creative work, and friendly team

13 September

Team Lead

Dnipro · $850 · 1.5 years of experience · Advanced/Fluent

I have the 1-year experience of work in Support with English-speaking customers through different ways of communication. Also, I have skills in work as a Quality support manager for 6 months.

Customer service, Ability to learn quickly, customer support, English, Support, Confluence, Communication Skills, Team management, JIRA

I like to get to know everything new, as well as unusual for me.

13 September

Support Operations Team Lead, Application Manager, Service Delivery Manager

Kyiv · $2500 · 7 years of experience · Advanced/Fluent

Support operations team lead / Application support manager / Service delivery manager Key competencies: Project Management & Governance, Transition Management, Incident Management Projects: IT, Retail, Pharmaceutical - leading and prioritizing the Salesforce support team’s workload on L2, L3 - managing a team of L2-L3 support engineers / CRM consultants/ developers/ QA ensuring agreed SLAs relating to application availability, incident resolution, change requests fulfillment - cooperate with end customers (enterprise-level)/ partners L1-L2 teams, production and vendor support teams, handling & mitigating escalations - organization of project processes and team deliverables - ensure compliance with customer's support and release management processes and documentation - preparation and transition projects to support: knowledge transfer planning, shadow support, reverse shadowing - managing and owning team’s day-to-day activities and quality in terms of using right practices - developing internal support Knowledge base, contract and tender documentation, SOPs and policies - DevOps practices - coordinating dependencies with onsite, offshore and any other external teams - onboarding new employees, support staff assessment Interested in: Software development, DevOps, Change management

Support, Team management, Customer service, Account Management

Strong account management skills, able to build and motivate a collaborative team, managing offshore/remote teams and activities, representing project & organization audits

YES: opportunities in Software development, DevOps and Agile environments outsourcing or product, DevOps, Release management, Account management NO: call-centers

13 September

Support Engineer 

Kiev · $1300 · 4 years of experience · Upper Intermediate

Testing and analyzing technical documentation related to the project to find any defects at early stages of development Creating test cases regarding to testing goals Work closely with the US customers Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues. Ability to diagnose and troubleshoot basic technical issues Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal

Jira, Kanban, Scrum, TestRail, XML, MacOS, Mantis, CSS, HTML, Manual Testing (QA), Spring, Agile, Groovy, IntelliJ IDEA, Linux

13 September

Customer support - Customer success

Remote work, Ukraine · $800 · 8 years of experience · Upper Intermediate

SUMMARY I provide top notch customer support even under a heavy workload. My service is always fast, friendly and super clear. I create my own reply algorithms for each particular case. It’s easy for me to deal with new applications and software. Besides, my psychological experience helps me to built a strong connection with clients and turn them into loyal customers in a long-term perspective. EXPERIENCE Customer support and localization: Mood Messenger app (Jan 2017 - Aug 2018) 
- Support service for English, Russian and Ukrainian customers
 - Up to 250 resolved tickets/requests per day
 - Beta testing and mediating between testers and developers
- Ongoing translation and localization (of the application, its website and Play Market page) 
- Software: Zendesk, Wrike, Discord, OneSky, Beta - Fulltime position, 5 days per week and irregular working hours and request Localization specialist: VPN (Nov 2017 - Jan 2018) - Website translation, application translation
 Available here:
 I’m proud of this project as it was completely new area for me. I jumped into security protocols, proxies and VPNs, performed a deep research and did an excellent user-friendly translation for each particular device and OS Virtual assistance and customer support: Olga Berg coaching (March 2015 - Dec 2015) 
- Customer support of webinars that were being held through Hangout, GoToWebinars, Skype, ClickWebinar etc
 - Composing step-by-step manuals with screenshots for numerous cases and various OS 
- Internet researching, translation, SMM posts, transcribing, subtitles making SKILLS - Zendesk, Wrike, Google Docs, Google Adsense/Adwords/Analytics, Joomla CRM, MS office, technical translation, creative writing, manuals creating, custom psychological tests and psychological researches.
 - Languages: English/Russian/Ukrainian
 - Customer-oriented emphatic helper, tech-savvy quick learner, multitask troubleshooter

customer support, Support, Customer service, English, helpdesk, CRM, zendesk, Ability to learn quickly, Service Desk, Phone Support, Microsoft Office

Long-term position in a challenging project Opportunity to grow and develop my skills

13 September

Head of Support, Team Leader of Support

Kharkiv · $1500 · 6 years of experience · Advanced/Fluent

During 6 years of my work experience I have covered a path from Customer Support Representative to Team Leader. I have completed the projects: - creating and leading the team of Supervisors in Kharkiv and Lviv (including selection process, providing feedback, improving the training and processes related); - onboarded first unit of the team in India; - created a new branch of on-the job training and onboarded leaders for each of the branches and locations; - successfully established new CS Office in India (creating and delivering training for newcomers, optimizing operations); - successfully established new CS Office in Mexico (creating and delivering training for newcomers, optimizing operations); - managed projects of new trainings and soft skills workshops creation

Confluence, Jira, Project Management, Communicative skills, Scrum

Besides, I have participated in Hour of code initiative. This is a volunteering project aimed at promoting learning/coding among schoolchildren.

I am searching for challenging tasks and new responsibilities.

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