Position: Account manager
Category: Support
English level: upper
Years of experience: 4


WORK EXPERIENCE
2017
Electronics store “ALLO”
•	Resolving customer’s issues, consultation on all categories of goods and implemention of the sales plan;
•	Trained several newcomers how to work with operating system, sales
2018
Jewerly store “Tusso Barcelona”
•	Interaction and understanding with clients
•	Work with 1C 
•	Keep track of goods, distribution and work with the cashier

2019-2021
“IT Star” support agent; supervisor.
As  Customer Support Representative:
•	Keeping in touch with  foreign customers 
•	Managing of conflicts with foreign clients
•	Maintaining customer database 
•	Analyzed and processed user feedback on product-related issues
•	Created reports and filled in tasks for found defects.


As supervisor:
	
•	Trained and coached new agents
•	Team members work validation
•	Control and audit work of customer support representatives  
•	Division of tasks and obligations among of call-center’s  operators
•	Statistic estimating of  operators working activity  
•	Discipline maintaining at working hours 
•	Working with OTRS and JIRA programs on a permanent basis

2021-Nowadays
"Wirex" Customer Support Representative
•	Handling customer enquiries via email, providing solutions to experienced issues
•	Communication with customers via Discord
•	Working with clients’ requests in Twitter, Facebook, Instagram
•	Analysis and processing of clients reviews on such platforms as Trustpilot, App Store, Google Play
•	Mentoting new customer service agents
•	Writing guides on support service processes