Position: Customer Support
Category: Support
English level: upper
Years of experience: 2

•	Have been working in Dispute Resolution Team for 6 months, increasing number of complaint resolution cases in the project.
•	Two years of experience operating in Worksection, Zendesk.
•	Tri-lingual (English, Chinese, Russian) Customer Support skills (B2C), managing multiple chats and visitor queries simultaneously, building customer loyalty, handling difficult customers and finding quick resolutions. 
•	Ability to develop a trusting relationship with customers.
•	CSM experience: onboarding and training new Chinese partners, evaluating and analyzing customer needs, В2B communication;  
•	Analyzed customers feedback and shared information, providing the solution.
•	Communicated across different departments in the product.
Customer Success Manager (communication platform)
February 2021 – present time
•	Providing high-quality onboarding for Chinese partners.
•	Educating the customer about the product’s features and functionality.
•	Holding product demonstrations for customers.
•	Collecting feedback about the product`s features, tech issues and passing them to the related departments.
•	Finding resolution to improve experience working with the product.
•	Creating strong B2B create strong relationships with the partner.
•	Collecting and analyzing feedback.
•	Discussing customer needs, feedback, and requests to product/engineering teams.
•	Minimizing partner`s churn.

Customer Support Specialist (communication platform)
January 2020 – February 2021
Managing tri-lingual chats in the real time.
•	Analyzing and reporting product malfunctions to the related team.
•	Updating internal databases with information about technical issues and useful discussions with customers.
•	Communicating across different departments in the product.
•	Passing customers feedback and suggestions to the related teams.
•	Handling difficult customers and finding quick resolutions.

Dispute Resolution Team Member (communication platform)
September 2019 - January 2020 

•	Managing customer`s complains cases in WorkSection.
•	Providing end to end partner experience via email.
•	Investigation of all complaints in accordance with FAQ and Use Policy.
•	Increasing number of complaint resolution cases.
•	Communicating with other departments.