Position: Client success/Account/ Retention manager/Support/Team lead
Category: Support
English level: fluent
Years of experience: 5


Customer relations/Retention manager
November 2019 - Present
-  Locating and attaching customer contracts and amendments to CRM.
- Vetting accounts before submitting Credit and Refund requests.
- Doing calls QA to clarify the expectations set and qualify customer complaints.
- Monitoring all account cancellations for outstanding fees due, Contracts, RMAs and Rentals.
- Investigation Max Risk and Fraud, timely communication and thorough vetting of any customer documents before account activation/cancellation.
- Ensuring that company’s best practice processes and methodologies are adhered to on a consistent basis using coaching tools provided.
- Taking ownership of each account cancellation processed to ensure no live customer is ever left without service unexpectedly.

Senior support representative:
June 2018 - November 2019
- Assisting new customers with initial set up of their phone system accounts;	
- Configuring unified communications product features;
- Critically think through and troubleshoot business networks
- Accurately answer a variety of technical questions about company	services;
- Provide each customer with an “Amazing Service” experience through phone, email and online chat support within a timely manner;
- Notate tickets thoroughly and properly in CRM;
- Work to meet and exceed a set of daily metrics;
- Manage difficult customer interactions;

Social Media&PR manager
June 2015 – present
Strategic content planning and publishing
Managing of the company's social media activity
Creating and developing a marketing strategy for new products
Creating advertising campaigns
Working with CPA networks
Communications with PR agencies.

Account manager
October 2013-May 2015

Sales group Team Leader
August 2013-October 2013

Sales group manager 
October 2012-July 2013
Looking for an interesting job, where I'll be able to develop my marketing, support or management experience. 
Hope to meet and become a part of a young and open-minded team, which is in love with what they do.