Position: Сustomer success engineer, Technical support engineer
Category: Support
English level: fluent
Years of experience: 6


Nextiva, Customer service team lead, Oct 2019 – Present

-	Managing customer service team of 13 employees, responsible for monitoring, organizing and coaching team on daily basis
-	Training agents on technologies, processes and soft skills
-	Handling escalations, assisting team when they need help on phone calls

Nextiva, Technical support representative, May 2018 – Oct 2019

-	Advanced technical support rep in call center, received inbound calls and assisted customers with building, troubleshooting accounts, network
-	Worked on outbound special projects
-	floor walker, assisted call center agents when they needed help, handled escalations

Nectar Desk, Customer success manager (later Customer support manager) Feb 2017 – April 2018

-	Acted first point of contact for setup/configuration and problem solving
-	Conducted online demos for potential clients leading to direct sales
-	Conducted online training sessions to new clients and lead onboarding process to ensure success rate
-	Ensured positive customer experience by proactively managing and growing customer relationships
-	Coached and developed staff, with an emphasis on developing their customer success fundamentals
-	Dealt with QA tasks, used JIRA and Phabricator
-	Managed support team of 5 employees, was responsible for their development and continuous improvement, provided software trainings for team

Canaflora, Customer Support Representative, Jan 2016 – Feb 2017

-	Addressed customer service inquiries in a timely and accurate fashion
-	Managed upset customers, conflicts, challenging situations and product returns
-	Placed orders with local shops and foreign partner shops 
-	Handled billing questions
I prefer morning shifts (Kyiv time)