Position: Project Manager
Category: Project Manager
English level: upper
Years of experience: 2.5


NDA - Project Manager

Jun 2021 – Present

-participating in implementing ISO 9001:2015 certification standards in the company;
-creating PMO in the company:
-write clear procedures and creating knowledgebase;
-negotiations with clients;
-pre-sale process management;
-business analysis/requirements elicitation;
-monitoring tasks completion;
-preparing and presenting reports on project(s) progress and issues;
-managing several projects simultaneously;
-manual testing (UI testing, testing API via Postman);
-wireframing/prototyping


NDA - Project Manager
 
Jun 2020 – Jan 2021

Duties and Responsibilities

-communication with the clients;
-creating technical tasks/requirements elicitation;
-monitoring tasks completion;
-preparing and presenting reports on project(s) progress and issues;
-working on several projects simultaneously;
-manual testing;
-wireframing/prototyping;

Namecheap,  Kharkiv- Customer Support Representative

November 2016 - June 2020

Duties and Responsibilities

- provide excellent customer service through Helpdesk (Kayako) and chat in a timely and accurate manner;
- process and resolve client's technical issues that are beyond the Customer Support Representatives area of expertise;
- report bugs/issues found in our systems/servers to the corresponding personnel in accordance with internal procedures;
- providing compensation to clients depending on the issue
- pass client's feedback on our services  to the corresponding departments/staff in order to -develop processes for better serving customers; 
- develop and maintain in-depth product knowledge; 
- maintain reports on processed customer inquiries as required; 
- assist with updating external client knowledge bases, as well as internal departmental documentation as required; 
- perform other department related regular and ad-hoc tasks when required (e.g. failed orders processing, setup of products, proactive transfer assistance, etc.);
- supervising newbies.
I expect to obtain solid experience in project management in the outsource/outstaff company that uses Agile-based methodologies and trendy technologies.