Position: Support Manager
Category: Support
English level: fluent
Years of experience: 5

- Invented a new workflow for outbound line managers;
- Created new 4 types of templates for outbound lines which was approved and used by new outgoing managers;
- Became a mentor for new outgoing operators;
- Invented a new system of rewarding current customers thereby increasing retention by the end of 4th quarter of 2020 by 12%;
- According to the result 3rd and 4th quarter became the best employee of customer returning, thereby decrease Churn rate;
- Described the product and created documentations that helped all the employees to navigate;
- Created a knowledge base and onboarding system for newbies from 0. Trained new employees and helped to successfully pass the probation period;
- Created a whole new QA system for support managers in my team;
HealthJoy
June 2018 - July 2019
- processing the members' requests (tickets)
- providing information and technical support to the company’s clients;
- timely processing of requests from clients, prioritization of applications
- determination and tracking of ways to solve the problem at the request of the client
- outbound activity for current customers in order to monitor their satisfaction
- working with metrics Churn rate, ARPU, LT, LTV
- making plans for improving KPI

Customer Support Representative - iGaming project
July 2019 - April 2021
- processing incoming and outgoing line
- communication with users via chat, email and calls
- settlements of conflict situations 
- working with Jira and Confluence

Risk manager «Maxpay» 
May 2021 - February 2022
Functional responsibilities:
- verifying customer’s files;
- evaluating negative news related to clients;
- working with the incoming flow of KYC documents and perform KYC analysis;
- identifying suspicious activity for further review;
- declining suspected fraud at the point of origination;
- acting according to the company’s anti-fraud rules as well as help to develop new ones;
- controlling general fraud and chargeback levels;
- processing complaints, disputes, arbitration and compliance cases;
- working with payments & invoices;
- working with CRM systems.

Senior support manager - "MiResource"
Since February 2022
Functional responsibilities:
- responding to customer queries in a timely and accurate way, via phone, email or chat;
- creating documentation and customer support materials such as playbooks, videos and FAQs articles;
- making root-cause analysis, creating incident reports with test cases for bug fixes;
- acting as a liaison between the IT department and business (vendors, internal users, external customers);
Not interested in night shifts.