Position: Project Manager
Category: Other
English level: intermediate
Years of experience: 2

- Ms Office, Exсel, Google Docs, Photoshop, Outlook,
- работа с инструментами разработчика (Chrome DevTools, Win cmd), Api rest
- CRM (Jira, Zendesk, Carrot Quest, Битрикс24), Service/Help desk,
-  SFTP, TotalCommander
MARKETING OFFICE
Project manager
03.2022- 12.2022
Primary communication, presentation of the project plan, its implementation and further support of new clients;
Management of projects, control over compliance with deadlines;
Organization of team and client meetings;
Documentation of the invoicing and payment process in the client's account for further monitoring;
Monthly work with reporting in accordance with requests;
Search and settings of CRM, telephony.

CHECKBOX
Team Manager / Lead Technical Support Specialist
09.2020 - 03.2022
Management of 1 support line (outsourced center, up to 40 operators);
Conducting interviews, training with the staff of the 2nd line of support;
Mentoring newcomers and and managing quality of service SLA.
Formation and collection of analytics for KPI
Consulting the clients about the company SaaS application.
Managing feedbakcs and requests in social media.
Writing the usage manuals and instructions for clients.
Monitoring the issues and claims and solution management.
Communicating through different departments of the company.
Providing demo acces for the clients through Rest API
Operating with client’s devices though the remote acces Apps ( AnyDesk, TeamViewer).

4SERVICE 
02.2019 - 03.2020
IT Helpdesk Support L2
Processing user requests, clarifying information.
Search for errors and bugfixing (to the extent of personal competence).
Holding presentations and training of employees.
Technical documentation compilation and analysis.
Knowledge base development based on frequency of common requests.
L1 customer support application processing.
Admin panel management, framework (development and globalization).
Creation and support of applications on the site (personal accounts).
Company database information offload and post processing.
Communication with devops in case of any occured issues.
Client's request management, proviging tech specs to devops.
Product upgrades' cross-device testing.
Greetings.  My name is Nataliia and I'm an expert in B2B/ B2C support team development and workflow setup. I have extensive experience in the field of technical support, customer relationship management and customer success. I have gained sufficient skills and tools to effectively manage a small team of 10 people and maintain the appropriate level of providing service.   I have sufficient experience in implementing entire training programs and special webinars or how-tos for clients, thus helping me to keep proper level of communication and customer success.