Резюме: Customer Support

EDUCATION
• The Public Academy under Aegis of the President of The Republic of Belarus Faculty of Management, Specialty: «State Governance Management». 2006-2012
• The Higher State College of Communication Faculty of Communication, Specialty: «Software Systems in Telecommunications Networks». 2002-2006


CERTIFICATIONS and COURSES
• Scrum specialist (accredited certification international scrum institute) http://www.scrum-institute.org/certifications/Scrum-Institute.org-SMAC7c182ac6a4-25518765710759.pdf
• Polyglot IT English Course November 2018 - April 2019
• Exadel trainee - Functional testing. ISTQB. (1.5 month) in November 2015 - December 2015
• A1QA training center - Functional testing, traineeship - mobile testing. (1,5 month) in January 2015 - March 2015

LANGUAGES

English: B1(intermediate)
Russian: Native








PROFESSIONAL EXPERIENCE


November 2021 up to February 2024 Hand2Note Ltd. Canada
Customer Support Specialist

Live-chat support for customers from all over the world.

Responsibilities and achievements:
- User support via online chat, emails, forums, social media channels, etc.;
- Working with payment systems;
- Promptly address and resolve user inquiries and issues related to our product;
- Collect and document user feedback to help improve or product;
- Collaborate with our technical team to address and rectify bugs and issues;
- Maintain and update our customer support knowledge base;
- Share insights and recommendations with relevant departments to enhance user satisfaction;


Tools:
- Slack, Google docs, Microsoft Office, GitHub, Intercom.



November 2016 up to October 2021 Creacept Belarus, Minsk
Project Consultant

Participated in a big online-training project. Development and introduction of a new training course. NDA.

Responsibilities and achievements:

- Working with team, simultaneously up to 10 people;
- Roadmaps Elaboration and Long-Term Planning;
- Continuous improvement;
- Project maintenance;
- Coaching;
- Negotiations of project requirements;
- Conflict resolution;
- Holding meetings;
- Process improvement, injecting best Agile practices;
- Client Communications;
- Client's’ satisfaction management;
- Reporting.


Tools:
- Jira, Google docs, Microsoft Office,









September 2014 - November 2015. Holding Transistor Belarus, Minsk
Foreign trade manager.

Procurement management and communications with clients and suppliers.

Responsibilities and achievements:
- Procurement management;
- Budget management;
- Negotiations with customer and suppliers;
- Conflict resolution;
- Holding meetings;
- Procurement reporting.
- Working with English speaking suppliers

Tools:
- Google docs, Microsoft Office, internal CRM