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Experience level:
More than 5 years
Education level:
Bachelor
Languages:
Russian: Native
English: C1
Serbian: A2
Fluent in Spanish, Russian, and English; proven experience delivering proactive support across Zendesk, social channels, and email to Spanish- and English-speaking users. I provide proactive, responsive customer support across onboarding, issue resolution, and ongoing engagement. I partner with product and sales teams to decrease churn and elevate customer satisfaction, while maintaining clear communication and process clarity.
Multilingual Communication: Managed direct communication with Spanish-speaking users across diverse channels (Zendesk, Facebook Business, WhatsApp, Email), ensuring high satisfaction levels and cultural alignment.
Educational Staff Support & Operations: Acted as a primary point of contact for educators, facilitating schedule management, session rescheduling, and resolving technical infrastructure issues (audio/video) to make sure everything on the platform works without interruptions.
Platform Technical Support & Issue Resolution: Delivered full support for user accounts, spotted system issues, and converted bugs into clear reports for developers.
User Insights & Feedback Analysis: Conducted direct feedback sessions via WhatsApp and Zoom to gather qualitative data, contributing to the continuous improvement of the user experience and service delivery.
Payment Operations & Financial Administration: Executed and monitored transaction processes through Stripe, managing payment inquiries and ensuring financial data accuracy within the platform.
Internal Process Optimization & Knowledge Management: Developed comprehensive scripts and instructional manuals for the Customer Support team.
Curriculum Design & Development: Developed personalized study plans and materials for individual students and groups, aligning educational goals with student needs.
Performance Evaluation & Assessment: Conducted initial, mid-term, and final assessments to monitor progress, evaluate learning outcomes, and adjust instructional strategies.
Communication & Feedback Management: Facilitated regular communication with students, gathering and analyzing feedback to enhance course quality and satisfaction levels.
Event Coordination: Organized and hosted extracurricular activities, including Speaking Clubs and Cinema Clubs, to foster community engagement and cultural immersion.
Group Facilitation: Managed diverse group dynamics, ensuring an inclusive and productive learning environment for students of various proficiency levels.
Educational Administration: Handled all administrative tasks, including scheduling, reporting, and using online platforms to organize the learning process.
Proficiency in Russian, Spanish, English Strong organizational and time-management skills Excellent communication and interpersonal abilities Attention to detail with proactive problem-solving