Position: Business Analyst Trainee, Customer Support Team Leader
Category: Business Analyst
English level: upper
Years of experience: 0.5

- successfully finished EPAM Business Analysis Laboratory;
- worked as Domain CS SME and had a deep knowledge in domain management sphere, was responsible for all CS on shifts and their performance;
-  held the position of Customer Support Quality Assurance representative, helped CS representatives to improve their skills and knowledge, performed meetings and workshops in colaboration with Team Leader;
- promoted to CS QA Team Leader, took part in CS QA Department development (creating documentation, performing workshops, new specialists training and guiding), put together a new team and took primary part in their professional and personal development.
Successfully finished EPAM Business Analysis Laboratory and received a Certificate. Learning and working on a project lasted for 6 months. We cooperated closely with PO as a BA Team on creation of educational application. Our goal was to define vision and scope of the Product, Roadmap, define stakeholders and create a Communication Plan, create Mockups. I took active part in creation of various diagrams such as Activity Diagrams, Use Case Diagrams, Flowcharts, BPMN. We created a prioritized Backlog which was ready for development.

Experienced and skillful Customer Support Quality Assurance Team Leader with more than 9 years of working in Customer Support sphere in one of the top domain name registrars Namecheap. Have a big knowledge in team management and development, constructive feedback giving, conflicts and issues solving.

Key Client Projects: Namecheap.com (USA Domain, Hosting and SSL provider).