Position: Customer support
Category: Support
English level: intermediate
Years of experience: 2

May 2023 - Present

Community manager - Ready to fight

— Creating a reputation program
— Communicating with bloggers
— Coordination of work with designers, copywriters, translaters
— Appointed project ambassadors and communicated with them
— Prioritizing, evaluating, creating and distributing tasks
— Hiring experts for the team
— Experience with Tilda
— Managing 24-man team
— Moderation of Telegram Channels
— Moderation of social networks
— Engaging with the community
— Developing training materials
— Developing an advertising campaign strategy

Dec 2022 - May 2023

Head of Customer Support - Qmall.io 

— Team management
— AMA hosting
— Experience with Asana
— Processes automation and optimization
— Communication with CEOs and COOs of projects
— Managing 21-man team
— Coaching new team members
— Automating support processes via bots
— Developing training materials
— Processes automation and optimization
— Regular evaluation and reports conduction
— Communication with the technical department
— Analyzing situations to identify and resolve customer issues
— Was available 24/7 to solve critical situations
— Coordination of work with designers, copywriters, translaters
— Hiring experts for the team

Customer Support - Qmall.io

— Moderation of Telegram Channels
— Helping users via online chat, tickets, email
— Moderation of social networks
— Experience with Zendesk
— Experience with Trello
— Understanding of KYC/AML
— Problem solving skills
— Conflict management
— Social media posting (Telegram, Instagram, Facebook, Twitter)
— Experience with CRM systems
— Communication with the technical department
— Working in high-pressure and multitasking environments
— Analyzing situations to identify and resolve customer issues
— Customer care
I have a two-year experience in the cryptocurrency field, specifically with cryptocurrency exchanges and closely related projects. My career encompassed various roles, including Customer Support, Head of Customer Support, and Community Manager. My passion and deep understanding of the cryptocurrency world have enabled me to effectively manage customer communications, ensure the security of transactions on exchanges, structure information, and create successful ambassador programs. I am seeking a team where I can contribute and fully grow, embracing new challenges and opportunities. In this resume, I will describe my skills and experience that I have acquired during my work in this industry.