Профессиональные навыки
Опыт работы
Криптовалютная биржа
Head of Support
Июнь 2018 — По настоящее время (1 год)
- Leading the team of customer support agents; - Ensuring the SLA is been met at all times; - Developing internal knowledge base and technical guidelines for support and product team; - Running product improvement activities in cooperation with product, marketing and business development teams; - Developing and running Antifraud and Compliance procedures, including handling chargeback and related requests;
Komodo platform
 
Technical support team lead
Февраль 2018 — По настоящее время (1 год и 4 месяца)

- Manage and lead a team of Technical Support Engineers; manage day-to-day tasks; design and build operational procedures and tools.
- Provide technical expertise and guidance for the team and customers during the testing and deployment of the products.
- Manage critical customer issues and facilitate communication between customers and Dev team.
- Participate in new product development, customer training and other support-related activities.

Blockchain projects
 
Customer support manager
Июль 2017 — Июнь 2018 (1 год)

- Leading 3 projects as CS Manager (cryptowallet, ICO platform, exchange service)
- Managing teams of customer service staff (>10);
- Training staff to deliver a high standard of customer service;
- Dealing with problem customers;
- Developing the auto informing system;
- Participating in development of product improvement strategies;
- Issuing refunds and compensation to customers;
- Analysing statistics to determine the level of customer service

MultiCharts
 
Customer/technical support specialist
Июнь 2016 — Июль 2017 (1 год и 2 месяца)

- Provide technical support and implementation assistance to clients

- Work with support ticket tracking system (open, reply, update and close support tickets) and answer phone calls from customers

- Identify application or environmental issues that occur during evaluation, implementation and ongoing usage

- Project management (custom programming projects)

- Provide technical consultations and knowledge transfer to sales and technical support reps, including internal product training;

- Contribute technical instructions and presentations to user help guide, online wiki, website

Высшее образование
Южный федеральный университет
Ростов-на-Дону
Факультет: Экономический
Сентябрь 2008—Июнь 2013 (4 года и 9 месяцев)
Мировая экономика