Position: Business Analyst
Category: Business Analyst
English level: upper
Years of experience: 4

Created and managed a new customer support team.
Implemented numerous internal projects, from requirements up to feedback analysis.
As Business Analyst/Internal Product Manager:
- Acted as a driver for changes in the internal CRM used by the support team and in the User Experience (landing pages, operational emails, contact form etc.);
- Communicated the tasks directly to IT (technical tasks and user stories in JIRA), as well as PMs and designers;
- Analyzed user feedback;
- Prioritized tasks for sprints.

As Support Team Lead:
- Created and managed a new division of remote customer support (with 8 agents in the team);
- Worked directly with the CEO and the CS team to improve the customer support workflow and related processes;
- Oversaw the daily operations of the the cross-cultural CS teams (Ukrainian/Thai/Vietnamese), helped with difficult cases or making sensitive decisions;
- Improved the company ratings in Trustpilot and Google (from 3.0 to 4.5), monitored the company image on other platforms (Facebook, Tripadvisor);
- Bridged the gap between the Support team and the Development team;
- Reported directly to the CEO on the performance of the support team;
- Managed integration of a webphone calling system;
- Analyzed data, created reports and alerts for anomalies.

Previously, had experience:
- in managing projects as a Project Manager,
- in software localization as a localization manager and
- in customer support as a customer support agent.
Additionally, had experience with data queries, creating dashboards and reports with SQL.
I am looking to bring value to a nice project with strong values.

Will not work in advertising, gambling, and gaming.