Position: Customer Support Manager
Category: Support
English level: fluent
Years of experience: 2

As a Support Agent:
- set up and launched a chatbot using platforms Tidio and LiveChat;
- mentor a newbie;
- create a troubleshooting roadmap from a scratch using Miro;
- come up with and get implemented the features that have helped to improve and automate the work of the dept;
- fill a website with the content (texts, pics, links, anchors etc) using HTML;
- transferred knowledge base from Redmain to Confluence.
Customer support representative (October 2020 — till present time)

Primary Responsibilities:
Respond to customer inquiries and investigate complaints regarding services and policies; process returns, exchanges; receive payments on invoices.
Take customer orders for services; advertise services to users; respond to inquiries and emergencies; update accounts.
Explain type and cost of services offered; provide claims or billing information; initiate billing and process claim payments; receive payment for services.
Provide customers and the public with information about services, rates, regulations and policies in response to inquiries.
Have an experience of using ZenDesk, Jira, Confluence, LiveChat.

ESL Teacher (September 2018 — September 2020)
Primary Responsibilities:
Prepare subject material for presentation to students in accordance with the approved curriculum;
Instruct students using a systematic syllabus of lectures, discussions, and audio-visual presentations;
Assign and proofread homework assignments;
Prepare, administer, and revise tests;
Evaluate progress, identify individual student needs, and discuss their results;
Prepare and implement remedial programs for students needing extra help;
Participate in staff meetings, educational conferences, and teacher preparation workshops;
Teach and evaluate students in distance and online courses;
Counsel students on course selection and professional and personal issues.
 
At the beginning of 2020, was promoted from a junior teacher position to teacher.
Please DO NOT contact me in case your offer includes:
- sales, 
- gambling, 
- cold/hot calls, 
- night shifts.