Position: Senior Technical Writer
Category: Other
English level: fluent
Years of experience: 5


Senior Technical Writer
July 2021 - now
- Recruiting and mentoring technical writers. Developing an effective system of day-to-day management. 
- Proactively participating in product planning meetings, and estimating documentation requirements. 

Senior technical writer 
May 2020 - now

- Gathering and analyzing technical and product information from various sources to document new or changing product functionality.
- Preparing release documentation, technical specifications, various guidelines and articles. 
- Assisting in planning, scheduling, and tracking the work of the technical writing team to meet product release dates and client deliverables. 
- Building and maintaining a structured library of documentation.

Technical specialist
April 2019 - April 2020
- Helped designing website support center. Created workflow
documentation, guidelines & how-to articles, website articles, analytical reports. 
- Designed and documented a workshop system for trainees. 
- Managed and improved shipping and billing processes (full transfer of goods and documents, communication with payment
processors). 
- Acted as a point of contact for customers (email
communication) and as a proofreader for CS team.

Customer Support Quality Control Lead
August 2018 - April 2019 

- Developed and established a QC system for the CS department, calculated KPI's (160+ agents, 12 teams).
- Created workflow documentation and guidelines.
- Conducted and planned workshops and training sessions for the CS department.
- Planned, implemented, and controlled processes and process measurement systems.

Customer Support Representative
January 2018 – July 2018

- Acted as a point of contact for customers.
- Trained and mentored newcomers.
- Proofread documents and messages.
- Was awarded the "Employee of the month" award. 

Buying representative
Apr 2017 – Jan 2018

- Negotiated deals with major European retail companies, handled payment documentation.
- Provided customer support via phone and email.