LetMeSpeak
https://letmespeak.org/
Head of Support
August 2022 — August 2023
Responsibilities:
– Developed and implemented a support team model and an algorithm for interacting with users;
– Created and manage a multinational fully remote support team
– Providing support to customers from all over the world in more than 15 languages
– Creation and implementation of a bug-hunting system
– Development and support of communities in Telegram and Discord channels
– Selection, implementation and administration of CRM for support (in particular, Omnidesk)
– Solving organizational issues to ensure high-quality user support 24/7
– Improved the quality of customer service, metrics, reporting, CSAT (more than 90% of users rate the work of the support team as “Positive”)
– Development, filling, and administration of a knowledge base for internal employees and for external users.
– Established close collaboration and relationships of the Support team with other senior members of the team.
– Creation of prompts for ChatGPT and image generation neural networks, for creating content in communities
Overmobile
https://overmobile.ru/
Head of Customer Support
February 2015 – August 2022
Specific Duties:
– Created Support department from scratch;
– Defined & implemented the support model, strategy, tools, processes, and rules of customer engagements;
– Providing professional, reliable, multilingual and transparent technology support services to remote clients through multi-channel intake systems including chat, email, ticket, portal, etc.
– Defining hire, manage, and grow a team of Support’s personnel capable of supporting different Level requests from a wide range of customers;
– Created a system of employee motivation (setting and achieving KPIs);
– Improving the customer experience, metrics, reporting, customer satisfaction, and critical incident management;
– Managing incidents related to escalations, outages, resource issues, processes, or client complaints to a successful resolution between all parties;
– Administering Zendesk;
– Developing and managing the support processes, templates, best practices, documentation in a knowledge base;
– Defining and Developing onboarding process, training plans, and growth path for support resources;
– Close collaboration and develop relationships with other senior members of the team;
– At the beginning of the Covid pandemic, a smooth, fast and efficient transfer of employees and processes to a remote mode of operation was implemented.
Orange Business Services
https://www.orange-business.com/en
Head of Customer Support (Far East and Siberian Regions)
January 2011 – December 2014
Specific Duties and Achievements:
– Organized the work of the Customer Support in the Siberian and Far Eastern regions;
– Created a system of recruiting and hiring employees, conducting personal interviews;
– Created a system of employee motivation (setting and achieving KPIs);
– Formulated training and training programs for employees;
– Established effective communication with account managers to improve the quality of service and customer satisfaction;
– Management of critical incidents;
– Resolving conflict and disputable situations within the division;
– Coordinating the work of the Support with other departments of the Company;
– Interacting with customers (B2B) at all levels (from ordinary employees to top management);
– Interacting with telecom operators;
– Solving directly technical problems (configuration, diagnostics, equipment testing);
– Reporting on the Support’s performance.
Orange Business Services
https://www.orange-business.com/en
Senior Support Engineer, Customer Success Manager
September 2007 – December 2010
This position combined several responsibilities.
As Senior Support Engineer:
– Communication with customers;
– Customer consultation on technical issues
– Support of company services;
– Diagnostics and troubleshooting of equipment Cisco, Juniper, Telco, Axerra, iDirect, Huawei, Audiocodes, IDNX, xDM;
– Interaction with technical department and sales department;
As Customer Success Manager:
– Representing and supporting the interests of several large VIP clients (banks, airlines);
– Consulting the customer on setting up and integrating business processes into the logic of the services provided.
– Support and maintenance of SLA;
– Support customer’s interests in a dialogue with the Company top-management.
