Position: Senior Project Manager / Support Manager
Category: Support
English level: fluent
Years of experience: 11

Successfully overseeing the launch and full lifecycle of over a dozen of financial products, each with unique setups and spanning various regions.

Throughout these projects, I demonstrated strong project management skills and collaborated with world-leading products.

By effectively coordinating and executing complex initiatives, I ensured the successful implementation and ongoing success of these products.
A highly skilled professional with extensive experience in project management, support and maintenance operations, and customer service.

Fluent in English, Ukrainian, and Russian, enabling effective communication with diverse stakeholders.

My experience. Briefly:

Project Manager / Support & Maintenance Manager (B2B)
1. Resource Management and Planning
2. Resource Planning
3. Project Build-up
4. Workflow Direction
5. Client Communications
6. Traffic and Resource Scheduling
7. Support Scaffolding
8. Client Onboarding
9. Support and Maintenance Operation

Customer Support Manager / Product Manager (B2C+B2B)
1. Multilingual team of 70 agents in 8 teams
2. Launch of multiple products, ensuring seamless integration
3. Knowledge base management
4. L2-L3 collaboration

Customer Support Team Lead (B2C)
1. Interviews, personnel onboarding&training
2. Multilingual team of 20 agents, organizing job tasks and ensuring quality customer relations.
3. L2 ticket logging, prioritization, QA
4. Web & Apps settings management

Customer Support Specialist (B2C)
1. High-quality service and support to customers through live chats, emails, phone calls
2. Identifying problems, researching answers, guiding customers to resolution
3. Customer complaints handling
4. Account / billing / back-office inquiries

Sales Agent B2C
1. Promoted the company’s services to new leads, funding process guidance, company’s product usage guidance.
Having dedicated 10 years to the same company, I am eager to explore new opportunities that will ignite my passion and challenge me to expand my skill set. I am seeking a role where I can work with an interesting product that presents new perspectives and possibilities.