Experience level:
Education level:
Languages:
Russian
English
Serbian
I am a Training and Quality Control Manager with experience in creating and implementing effective training programs. I can assess employees' performance, introduce methods to improve processes and quality. I am skilled in organizing workflows and making training valuable. My goal is to create conditions for the growth and development of the team so that each employee can achieve their maximum potential.
▪️ Managing a team of 8 specialists, developing their competencies, and promoting employees.
▪️ Establishing effective collaboration between the Latin American and Armenian teams to enhance operational efficiency.
▪️ Creating a knowledge base from scratch for Support, the VIP department, and the Training and Quality department, ensuring standardization and accessibility of information.
▪️ Developing and implementing work regulations and interdepartmental interaction to optimize business processes.
▪️ Training specialists: organizing onboarding, new employee adaptation, and conducting training sessions on product updates.
▪️ Quality control of employees' work: developing an evaluation system, testing, and performance metrics.
▪️ Developing scripts for phone conversations and written communications (chat, email), improving customer experience.
▪️ Generating reports and analyzing department performance.
▪️ Participating in the development of product rules and conditions with a focus on customer service.
▪️ Working with tools: Livechat, CRM, BackOffice, Miro, Intercom, Notion, Confluence, Microsoft Excel, Bitrix, Element.
Years of work: September 2021 – March 2025
▪️ Provided technical support via Livechat, CRM, Trello, and BackOffice.
▪️ Handled user inquiries via email and phone, ensuring high response quality.
▪️ Followed operational guidelines and service standards.
Support Team Supervisor (10.2018 – 05.2019)
▪️ Continued working with Livechat and CRM to manage customer interactions.
▪️ Supervised support operators: shift coordination, onboarding, and training of new employees.
▪️ Ensured service quality and compliance with internal processes.
Key Account Manager – VIP Clients (05.2019 – 07.2020)
▪️Managed relationships with high-value clients via phone, messengers (Livechat, CRM, Telegram).
▪️ Maintained and updated the client database, monitored activity, and fostered engagement.
▪️ Built long-term, trust-based relationships with VIP customers.
▪️ Developed personalized offers and loyalty incentives within the product framework.
▪️ Collaborated with product teams to create value-driven proposals for premium clients.
▪️ Partnered with cross-functional teams to resolve client issues efficiently.
Years of work: May 2018 – July 2020
▪️ Development and implementation of training programs
▪️ Motivation and development of specialists
▪️ Evaluation and quality control of employees' work
▪️ Employee assessment and motivation
▪️ Coordination and communication
▪️ Adaptability and flexibility
▪️ Team collaboration
▪️ Empathy
▪️ Prioritization
▪️ Working with large volumes of information
▪️ Handling complaints and objections
▪️ Team management