Position: Technical Support Manager
Category: Support
English level: intermediate
Years of experience: 3


Technical Support Manager ROZETKA, Kyiv
October 2021 - March 2022

Handled day-to-day meetings with Dev team;
Picked up requirements and described tasks for further development;
Searched for and analyzed bugs;
Fixed technical issues;
Completed over 600 tickets;
Maintained technical documentation for tasks.

Head of Customer Service and Online Sales PANDORA Ukraine, Kyiv
November 2020 - October 2021

Hired, adapted and trained the employees;
Planned and controlled the completion of the KPI;
Introduced 1to1 and weekly meetings into the team's regular schedule;
Analyzed the main indicators to manage team's performance and to make improvements to the servicing model.

Customer Service Manager and Seller PANDORA Ukraine, Kyiv
October 2019 - November 2020

Processed orders by site, phone, messenger, email, etc.
Listened attentively to the caller needs to ensure a positive customer experience; 
Handled customer inquiries, complaints, billing questions.

Customer Service Manager Chysta Khata, Kyiv
April 2019 - October 2019

Resolve complaints and answer questions of clients, regarding service;
Processed orders; 
Made a schedule for cleaners;
Controlled the value of NPS.

Copywriter/Content Manager Freelance
2014 - 2019

Optimized website pages for proper SEO;
Managed/Created/Edited web content, wrote texts;
Compiled FAQ on the educational part; 
Made a content plan.