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Experience level:
More than 5 years
Education level:
Bachelor
Languages:
Russian: Native
English: C1
Serbian: A2
Provided expert technical support for customers using the VoIP platform, resolving inquiries and issues efficiently.
Conducted thorough monitoring of network connectivity and call dashboards to ensure optimal performance.
Analysed clients’ traffic using basic SQL knowledge to find anomalies and to fix issues before the client create a trouble ticket.
Configured PBX settings, enhancing user experience through tailored dial plans and routes.
Designed and implemented a new work schedule, improving convenience over traditional models.
Completely revised and redesigned internal support team’s knowledge base. AHT -20% on average because of easier searching and navigation
Designed and implemented new ToV. CSAT +15% on average
Redesigned 10+ SOPs. AHT for 3 contact reasons decreased from 3-4 business days to 1-2 business days. And -25% on average for other contact reasons
Led transition process from another tracker to Jira and supported it with designing workflows and preparing guidelines
Redesigned whole ticket routing process based on new functionality
Managed quality review and guideline creation for a pilot initiative introducing LLM in client interactions
Developed and implemented new soft skills training course for newcomers. Trained 60+ of them and they showed better performance evaluation results than those who were trained without my course. IQS +20% on average, CSAT +10%
Reviewed over 1000 dialogues and discussed them with support agents (coaching)
Coached over 50 support agents to help them to develop their skills
Revised team’s targets. CSAT increased by ~5 p.p
Designing and implementing new operating procedures
Wrote 30+ new SOPs for some new contact reasons and updated 40+ of already existed
Revised CS team’s tools and wrote 3 guidelines to create some new tools. It was nessesary to be able to work with 5 contact reasons we could not help our clients with before
Appraised CS quality by 200+ tickets and fixed some misknowledge in our team. It helped to improve CSAT by 13 percent points
Updated company’s ToV and implemented it with 2 trainings
Completed Russian, Kazakh and Ukrainian adaptation of English documentation from LatAm region for EE countries
Operational support for key customers (B2B)
Personal mentoring for newcomers
Updated and implemented ToV, CSAT raised by 5-7 percent points on average
Set up 10 automatisation scenarios in Cisco Intercom, redesigned 7 macros
Redesigned tool which was used for providing refunds on customers’ bank accounts. It helped to decrease AHT for this exact contact reason by 40%
Wrote 5+ guidelines in Atlassian Confluence
Developed new task tracking system in ClickUp. AHT decreased by 20%
Considered 500+ insurance cases, helped with 200+ claims
Redesigned tickets routing macros which helped to decrease AHT by 10% more
Workflow Management
ToV
Helpdesk management (Cisco Intercom, Usedesk, Zendesk, Atlassian Jira)
Knowledge Base Composing (Atlassian Jira, Notion)
Excel and Google Sheets proficiency
Basic SQL knowledge
Team Management
Ticket Resolution
TCP knowledge
Banking transaction deep knowledge