Position: Account Manager, Technical Support Specialist, Customer Support Manager
Category: Support
English level: upper
Years of experience: 3

−	Experienced in Help Desk and technical Customer service;
−	Have business communication and email writing skills;
−	Maintain composure and patience facing frustrated/angry clients;
−	Troubleshooting and multitasking;
−	Strong English skills (Upper-Intermediate);
−	Provided thorough support in chats/tickets regarding pre-sales, technical/billing/hosting questions, domain registrations, management, life-cycle, etc.;
−	Investigated, tracked and resolved customer questions and issues via chats/tickets in a timely manner;
−	Reported bugs and participate in QA;
−	Informed customers about issue resolution progress;
−	Monitored system performance and initiated actions to correct system problems;
−	Served as the lead point of contact between projects and internal team;
−	Made reports of the projects status and common clients issues and demands;
−	Established a trusted/strategic advisor relationship with clients and advanced value of company's services and recommended services according to their demands;
−	Developed strong client relationship through the understanding of their needs, transparent working process and achieving client's expectations (business goals, communication objectives, and deadlines);
−	Worked to identify and/or develop upsell opportunities;
−	Served as a trainer and mentor of  Account and Support managers; 
−	Implemented procedures, practices, and policies to achieve effective and efficient customer service;
−	Coordinated and monitored the results of the day-by-day performance of the Support Team.
Education:
National Aerospace University – Kharkiv Aviation
Institute 
Faculty: Humanities 
Specialty: Applied Linguistics 
Bachelor degree
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Work Experience:

1. *Interpreter*
2016 – April, 2017 
Anastasia International Inc.
 
2. *Customer Support Specialist*
April, 2017 – November, 2018
( 1 yr 8 mos ) 
Namecheap Inc.

3. *Support Engineer*
November, 2018 – May, 2019
( 7 mos )
Scorto 

4. *Account Manager*
May, 2019 – January, 2020 
*Support Quality Manager*
January, 2020 – Current
( 1 yr )
Partida Services OÜ
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−	self- and professional development perspectives; 
−	friendly working team; 
−	flexible schedule; 
−	fair salary.