Position: Account Management/Technical Support/Customer Success-Support/ProductManagerAssociate
Category: Other
English level: upper
Years of experience: 4


Professional Experience:

- Sales Manager (1 year);
- Operator/Dispatcher (1 year) at an international logistics company;
- Domain Specialist - Customer Support Representative (2 years) at a globally renowned domain registrar;
- Customer Success/Support Representative (2 years) within the Digital Asset Management (DAM) domain:
- Customer Support Team Lead (1 year) in the DAM domain;


Core Skills:

As a Customer Support/Success professional, I have honed my abilities in:

- Handling customer inquiries via chat, email, and Zoom (fast typing (55WPM), good spelling, and strong grammar skills;);
- Efficient management of internal and external documentation;
- Conducting onboarding and kickoff sessions for clients;
- Cultivating analytical skills and effective troubleshooting capabilities;
- Proficiency in common Internet protocols (SMTP, HTTP, DNS, Whois), service setup (mail services, website builders);
- Collaboration with different departments (Product, Dev, etc.) and use of tracking systems: Jira, HubSpot, Trello, etc.


As a Team lead, I have gained experience in:

- Establishing operational workflows from scratch;
- Defining and measuring key performance indicators (KPIs) to assess customer satisfaction and renewal rates;
-  Сreating comprehensive reports on team achievements, customer feedback, and emerging trends for senior management;
- Providing constructive feedback and mentorship to foster team growth and development;
- Setting clear performance objectives, monitoring progress, and facilitating regular performance assessments.


Additional Expertise:

- Foundational knowledge of HTML/CSS/JS (React) with completion of the 'Frontend Development' course and ongoing learning of Redux;
- Attained a certificate of completion for the Facebook/Instagram Advertising course and fundamentals of Google Analytics;
- Hold a Master's degree in international economics.

More information can be found in the CV (upon request).
Looking for a job that implies continuous skills development, growth opportunities, objective performance reviews, quarterly salary rate reviews.