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

- Orchestrated a comprehensive system migration project, transitioning all accounts from a legacy system to a novel platform, which resulted in 100% positive feedback from end-users due to the stress-free and 
seamless process.
- Designed account-based maintenance reports that helped monitor and measure user behaviours and usage of the product to inform ongoing refinement of the product roadmap and suggest more ways users could benefit from the platform.
- Spearheaded a critical internal Airbnb migration project, comprehensively defining the scope, recruiting team members, charting the timeline, managing the team of 10+ customer coaches, and formulating training materials, culminating in a successful transition in time within the located sources.
- Provided first-level contact and resolutions to customer issues, escalating complex queries to the development team, and recommending key procedural improvements, maintaining a 92% customer satisfaction rate across 19,000 tickets; personally resolved over 4,900.
I've worked remotely for US-based companies in customer-facing roles. I started as a customer coach in a mid-size company, gaining experience in customer support, education, and product implementation. I was one of the first team members to be promoted to Senior Customer Coach, I gained experience in team and project management. From there, I moved to a smaller private company, where I worked as a Product Analyst. I managed customer inquiries, trainings, and played a vital role in the company's communication with the development team.

One of my proudest achievements was leading the implementation of a novel version of the platform that improved the user's experience and was significantly faster. I also led an internal Airbnb migration project, managing a team of 13 people to complete the project within the time and budget. 


My areas of expertise include Project & Change Management, Customer Support & Service, Product Training & Onboarding, Requirement Gathering & Analysis
My key strength is my ability to collaborate effectively with cross-functional teams. I believe that teamwork and proper communication are essential for success, and I work hard to ensure that product development is aligned with the company's broader goals and customers' expectations.

I take pride in my work ethic and attention to detail. Additionally, I am committed to ongoing learning and development, and I am always looking for ways 
to improve my skills and stay up-to-date with industry best practices.
No call center
No night shifts