Position: Customer support / Sales manager
Category: Support
English level: fluent
Years of experience: 8

Higher education

Kyiv National Linguistic University
Applied Linguistics, Masters Degree 2012

Kyiv National Linguistic University
Applied Linguistics, Bachelors Degree 2011

Papers:
Course paper in Statistical linguistics, “The distribution of sentence length in English texts of different styles
Course paper in Automatic morphological analysis, “The degrees of comparison of the English adverb”
Bachelor’s paper in Automatic morphological analysis, “The morphological coding of adverbs in a corpus of English texts”
Master’s paper in Automatic morphological analysis, “The analysis of the adverb functioning in a multilingual corpus”

Assistance: Participated in the creation of the English Learners’ Corpus, KNLU, 2010

Professional development, courses 2015

Programming .NET C# Starter CyberBionic Systematics, Programming

Tests, examinations 2015

Microsoft Test Provider C# Starter
2022 - 2023
Ukraine, Fintech, Integration, Data Science
Content Moderator/Content Manager (Remote)
 -Content moderation: text, photo, video, and audio files
 -Informing users about ToS details (Zendesk)
 -Writing IT articles and press releases, site pages, and posts on social networks
 -Content management: translation, editing, and proofreading 

2020 - 2022
Ukraine, BPMS, Translation project
Customer Success Manager/Technical Writer
- Technical documentation of a product (guidelines, instructions, manuals)
- Knowledge base development and support
- Creating and conducting video online presentations for existing users and potential clients
- Communication with the product team (sales managers and developers)

2019 -  2020
Ukraine, IT, Betting
1-st Line Support
-Responding to customers' requests over a variety of channels
-Resolving 1-st line complexity tickets 
-Escalating tickets for further investigation to the relevant departments 
-SLA prioritization

Cancelon LTD, 2017 — 2019,
Customer Support Representative
Israel, Hotels business
-Providing customers' support 24/7 via phone calls, online chats, and e-mails (ticketing system) 
-Handling and resolving customers' complaints and requests
-Disputes investigation and resolving 

Zeppelin International, 2015 - 2017
Pre Sales Manager
Industrial Equipment, Machine Tools and Components
-Inbound calls redirection to the relevant departments 
-Lead management (MS Dynamics CRM)
-Service quality surveillance (Aftersales)
-Content management (CMS WordPress)

International Test Center, 2013 - 2015
English language tutor
Educational Institutions
-Teaching English as a foreign language
-Preparing students for international exams (TOEFL/IELTS/SAT/GRE/GMAT)
Stable company, ideally useful for people and potentially successful project, no scams and frauds)