Position: Customer Support Manager
Category: Support
English level: upper
Years of experience: 2.5

In monobank i became a Lead Customer Care Specialist after 6 months of work. 

Also, I won the wow-case contest in March for case that I have to help customer avoid fraud operations with her credit card.
PLARIUM - 08/2021 - 10/2022
Player Support Agent. Customer Service Department.

1. Investigating complaints from players and answering their questions. 

2. Processing bug reports and creating technical reports. 

3. Cooperating with the development, QA, and game design teams. 

4. Updating the game support page (writing articles about the game’s features, creating guides, and answering frequently asked questions). 

5. Analyzing the user support ticket system, handling incoming ticket submissions, and optimizing processes in order to support our games better.

MONOBANK - 10/2020 - 09/2021
Lead Customer Care Specialist. Service.

1. Consulting clients and finding solutions/resolving cases related to bank services through the chat.

2. Onboarding customers to get to know all available features.

3. Working out clients' objections and negativity and handling conflict situations.

4. Collaborating closely with other team members and departments to improve customer experience.

5. Investigating and transferring issues through the ticket system to related departments.

6. Working with the knowledge base; preparing presentations about recent software updates.

NEXTEUM (ONYX STREETID) - 04/2020 - 08/2020
Customer Service Agent.

1. Correspondence with clients by mail regarding the company's products.

2. Managing customers' orders via the CRM system.

3. Forwarding customer feedback to responsible departments.

4. Analyzing and transferring the information from customer to manufacturer and vice versa.

5. Detection and reporting bugs in the marketplace to developers.

6. Giving tasks to responsible departments regarding billing, replacing, return, exchange, refund, etc.

GOODCALL - 08/2019 - 04/2020
Report Analyst. Analytics.

1. Working with US police reports and determining the correct solution based on the provided methodology.

2. Documentation analytics: sorting, organizing, and storing data.

3. Creating spreadsheets and updating the existing data.

4. Guiding clients on obtaining insurance reimbursement.

5. Correspondence with partners on controversial situations in reports.

6. Correspondence with insurance company agents regarding road accidents via Gmail.
I would like to work without phone calls and night shifts.