Position: Customer service
Category: Support
English level: upper
Years of experience: 6

Certificates:
- Leadership school Certificate on communication and facilitation skills, team building, emotional intelligence, public speaking and time management .
Zoom Support Team Lead school (2017)
- Prometheus LITS certificate on software testing basics.
Lviv IT School (09/2021)

PROJECTS:
- Initiated and conducted a monthly maintenance fee test at the company. As a result, changes to agent's flow have been applied.
-  Made research on Smart Devices and created a new simplified IOT script, best suited for sales and further used in the department. 
- Have researched and analyzed trial sales models, described flow and made a script for the company, which is highly used in the sales department now.
- Conducted research on how competitors advertise their services during COVID-19, so joined a project on writing relevant phrases adapted to the quarantine realities to better present the benefits of our service we provide. 
-  Held in depth study of password Manager program, As a result, developed a new updated  script for sales.
- Made a training presentation for agents on password encryption and secure cloud storage to sell products in that sphere.
- Analyzed how family value can be used for sales of products and services, so came up with an updated  flow that was approved and highly used in the department
---Junior QA Engineer (trainee) --
Clario Tech
07/2021-10/2021
Job responsibilities:
-Running manual regression software tests on MacOS;
- writing test documents, such as: test cases, bug reports (using Jira and TestRail);
- working and cooperating with the team based on Agile.

---Team Lead--
Zoom Support/Clario Tech
08/2016-07/2021
Job responsibilities:
- setting clear team goals, developing and implementing a timeline to achieve targets;
- delegating tasks and setting deadlines;
- monitoring team performance and reporting on metrics;
- motivating team members;
- providing sales coaching;
- conducting quarterly performance reviews and regular short term feedback;
- solving conflicts;
- analyzing necessary statistics and materials;
-conducting researches on products and writing sales scripts
- helping Marketing team with Digital Paid Acquisition tasks, such as: preparation of the traffic performance statistics calculations and analysis of the web sites for potential partnership and product promotion.
- training sessions for newcomers, which includes holding presentations, test calls and connections.

---Sales coach---
Zoom Support
03.2016– 08. 2016
Job responsibilities:
-identifying individual training needs, teaching relevant skills, tactics and techniques, monitoring and enhancing performance by providing tuition, encouragement and constructive feedback, identifying strengths and weaknesses;
- developing training programmes

---Sales representative (calls)----
Zoom Support
12.2014– 02. 2016
Job responsibilities:
- communicating with English speaking customers
-determining customer needs, selling service solutions and support.;
- delivering customized, targeted sales strategies.
not planning to work in sales directly, will gladly review offers in customer services, marketing, QA.