Position: Project Manager/Business Analyst
Category: Project Manager
English level: fluent
Years of experience: 2.5

The achievement I'm the most proud of would be raising and retaining a team of 14 people for over a year. Initiated and completed several projects on Newcomers Onboarding Program, Quality Assurance Revamp for Technical Support and Sales.
Nextiva

Support Analyst
- leading support optimization processes;
- building strategies to ease the load on support during product launches;
-  identifying areas for improvement, and swiftly developing and implementing solutions
- direct reporting to Senior Operation Manager;


Technical Service Team Lead

On the position of Team Lead had the following experience:
- overseeing a team of 14+ Technical Support Agents;
- worked on a project to revamp Quality Assurance program for the whole operation;
- familiar with COPC Standards;
- co-developed interactive Agent Dashboard tool based on the data extracted from reports;
- monitoring team's KPIs;
- making sure, that the feedback is properly addressed to each member of the team;
- providing 1-on-1's on a monthly basis;
- providing coachings;
- providing QA results feedback;
- tracking team's knowledge level, initiating additional classes and other training/educational activities, if needed;
- addressing agent's complaints and solving them
- experience with Atlassian Stack (Jira, Confluence)
- responsible of newcomers on-boarding;

Nextiva
VoIP Senior Cloud Specialist

On position of Cloud Engineer was providing Nextiva's trademarked Amazing Service to new Partners.
Responsible for various tasks including, but not limited to:

- assisting customers with any technical issues or setup of their VoIP systems
- configuring Nextiva’s unified communications product features
- Working to meet a set of daily metrics;
- Always providing customers with an “Amazing Service” experience!
- Experience with TCP/IP Stack
- Experience with serving SaaS platforms
- extensive experience with Oracle Communications Operations Monitor
- Experience with Wireshark monitoring SIP&RTP traffic