Position: Content manager
Category: Marketing
English level: fluent
Years of experience: 3


Customer Support (October 2018 - May 2020)
 ⁃ Providing of high quality service and responses to customer’s requests by live chat, calls and e-mails; 
 ⁃ Identification and satisfaction of customer needs;
 ⁃ Understanding and analysis of customer requests and looking for their solution; 
 ⁃ Providing an excellent work with a client’s objections; 
 ⁃ An active participation in development of new ideas for the Product improvement; 
 ⁃ Mentoring new team members; 
 ⁃ Assistance in the development and further implementation for organizing the Knowledge base and available documentation;
 ⁃ Conducting daily reporting on the work done with clients. 

Content manager (May 2020 - March 2021) 
 ⁃ Social networking of Product social pages (Instagram, Facebook, Telegram); 
 ⁃ Creating Product’s Tone if voice; 
 ⁃ Competent composition and writing of texts according to the Tone of voice (copywriting); 
 ⁃ Product content plans maintaining and compiling; 
 ⁃ Forming of monthly, quarterly, yearly reports on key Social Media efficiency metrics; 
 ⁃ Competitor Brand’s analysis and implementing analyzed features; 
 ⁃ Participation in promoting project’a strategy development; 
 ⁃ Communication and cooperation with opinion leaders, design department; 
 ⁃ Participation in audience involvement programs developing and the product loyalty formation (contests, surveys, incentive programs, etc.).

Operational manager (March 2021 - March 2022) 
 ⁃ Creation and implementation of a Bonus policy to encourage customers; 
 ⁃ Permanent testing of a Bonus policy items and fixing a bugs; 
 ⁃ Resolving issues from Customer departments; 
 ⁃ Product website regular content, monitoring, filling and audit;
 ⁃ Regular notification about the implementing of new features and updates; 
 ⁃ Customer departments documentary and regulation control; 
 ⁃ Writing manuals and instructions for Customer departments.