Position: Project Manager
Category: Project Manager
English level: fluent
Years of experience: 4


07.2017 -04.2018 Technical Support Representative 

-Assisted customers and troubleshooted issues over chat, emails, calls and screen share sessions.
- Maintained customer knowledge base
- Investigated reported issues, worked with technical logs, replicated bugs, created bug reports, offered possible solutions.

05.2018 -02.2019 Technical Support Manager 

- Participated in Scrum activities: product development planning, discussing the requirements, daily stand-up meetings, 
- Was involved in basic API testing, worked with testing integrations and third-party services set up; Handled high complexity issues and feature requests. 
- Interacted with top customers to provide and process information in response to inquiries, concerns, and requests about their technical challenges while using, implementing or deploying the product on their side.

03.2019- 03.2022  Head of Customer Success 

- Hiring, training, managing and motivating new employees.
- Providing a high-class service experience with the objective of retaining and satisfying the end-user by providing solutions appropriate to their business objectives
- Preparing tactic plans for the development of customers' projects and goals according to the company’s business strategy and policies.
- Acting as a communication link and coordinating between the clients, development team, support team, and other departments' managers of the company.

03.2022 - now Project Manager 

- Organize and facilitate daily stand-up meetings, estimations, retrospectives, sprint and release planning, demos, and other scrum and kanban-related practices and ceremonies
- Assist team in making appropriate commitments through transparency of their capacity and past performance and through story prioritization, definition, and task breakdown.
-Manage project delivery on time and to the stated deliverables through the use of defined project management processes
- Constantly monitor and report on progress of the project to all stakeholders.
- Analyze & report/escalate problems, delays, change request, budget usage to internal and external stakeholders