Position: Senior Customer Care Manager
Category: Support
English level: fluent
Years of experience: 4


Experienced in B2B client support and account management with premium clientele. Strong soft skills and work ethic, love people and working with them, good at conflict resolution, experienced both in team and autonomous work.

My main responsibilities in my current role in the team are:
- monitoring and maintaining client’s bank accounts and movements on them;
- responding to any questions clients have promptly through messages and emails;
- creating user instructions, transfer confirmations, and account statements;
- interpreting the meetings and calls;
- communication with clients and business partners;
- problem-solving and conflict resolution;
- customer management and record keeping;
- managing and task planning for the Client Support team;
- coordination between the departments;
- managing the databases;
- translating agreements;
- project managing.

I also have experience in:
- building a structure of business partners: strategy details, CRM, partnership offer details;
- maintaining communications with new and existing B2B partners via e-mail, LinkedIn, website, and calls;
- business correspondence in English, Russian, Ukrainian, and Turkish;
- lead generation and case management;
- sales pipeline control, follow-ups, proposals customization;
- conference calls scheduling and hosting;
- initial screening of the client's project (website, White Paper, social media);
- filling out legal documents, contracts, and agreements;
- the creation of presentations;
- design of the branded instructions, invoices, visit cards, etc;
- task management for the whole team;
- Telegram groups managing;
- writing and editing offers, scripts, and agreements;
- making connections with design, support, and development teams according to the tasks.

Advanced user of MS Office, cloud services, CRM systems, task management systems, design creation and video editing programs, e-mail marketing services.