Position: Project Manager
Category: Support
English level: fluent
Years of experience: 2


Customer Support Team Lead at Waze Project
Mar 2018 – Present
Zhytomyr Region, Ukraine
Key responsibilities:
- managing the Partner Operations team
- being the point of contact for the team and the customer
- developing and maintaining quality control system
- ensuring the team meets SLAs and OKRs
- developing and updating documentation for team tasks and training materials
- creating and modifying work processes
- manual testing of web and mobile apps
- reporting and documenting bugs
- making weekly/monthly Operations and BizDev reports
- developing and updating the knowledge base and FAQs
- interviewing potential employees


Customer Support Specialist at Waze Project
Oct 2017 – Mar 2018
Zhytomyr Region, Ukraine
Key responsibilities: 
- communication with private and government organizations 
- providing collaboration between company and Partner Organizations 
- providing the full onboarding of organizations as partners
- customer and partner support
- lead generation
- editing Waze maps
- qualifying leads (operating in Salesforce)

Search Specialist at Waze Project
Jul 2017 – Oct 2017
Zhytomyr Region, Ukraine
My key responsibilities included: 
- Data search and analysis 
- Editing Waze maps

Remote Editor-Translator
Language solutions PRO
Apr 2017 – Aug 2017
Kiev, Ukraine
- Translation from/into English and editing of texts (Fields: marketing, advertising, engineering); (operating in Trados, Multiterm) 
- Compilation of project glossaries and outlining of translation requirements

Sales Manager Assistant (Remote)
Doris Advertising
Dec 2016 – Jul 2017
Zhytomyr Region, Ukraine
Key responsibilities included:
- Obtains client information by answering telephone calls or via the chat or email; interviewing clients; verifying information.
- Сonsulting users on technical issues concerning the services provided.
- Maintaining customer database by inputting customer profile and updates in Bitrix24 CRM System.
- Informing clients by explaining procedures; answering questions; providing information.
- Preparing and distributing monthly reports.