Position: Customer support - Customer success
Category: Support
English level: upper
Years of experience: 8


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 specialist / Translator
Madly Maldives (Dec 2019 - Nov 2020)

I have been working through website live chat, emails and WhatsApp. As a support specialist I've been helping customers to find a best solution for their trip to Maldives. I did my best to turn them into real customers ("cold contacts") and helped them to make a decision about time, price, hotel, included services etc.
I was also responsible on PPC companies in Google Adwords and Yandex Direct and provided my own traffic analysis.

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

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
Long-term position in a challenging project
Opportunity to grow and develop my skills