Position: Support Lead
Category: Support
English level: upper
Years of experience: 11


Employer: B2B Soft Inc., eHopper project
Dates: 09.2020 – 02.2022
Position: independent support associate contractor
Duties:
 technical and client support for an eHopper cloud software
 handling incoming requests from clients
 software and card terminals setup on customer side (remotely)
 trainings for a new clients and agents
 dealing with issues on the client side
 communication with dev, qa, sales teams
 hardware and software troubleshooting
 back-office tasks
 handling internal reports

Employer: Outsourcing contact-center “Contactis”, WizzAir project
Dates: 04.2016 – 07.2020
Position: supervisor, project manager deputy
Duties:
 agents group work organization (10-25 people)
 interviews with newcomers and onboarding process
 agents' training's
 KPI control
 work schedule control
 quality control
 orders, tickets, and call processing
 data processing
 payments control (Wirecard, Adyen and others)
 back office tasks
 reporting
 maintaining and filling an internal knowledge base

Employers: several companies, including Global Logic, DEKS, Mobox, SEA, PC “Networks and systems”
Dates: 2011 – 2016
Positions: team lead, technical specialist

Employer: NPC "Ukrenergo"
Dates: 11.2007 – 07.2011
Position: leading engineer, team leader deputy
 calculation and control of a high-voltage power network modes and it high and low voltage equipment
 data gathering for a planning of a high voltage equipment renovation schedule
 projects reviewing and data check
 reporting