Account Manager / Marketing
Працюю у сфері Customer Support (4 роки) та Marketing. На даним момент займаю посаду Support Lead & Account Manager. Виконую наступні обов'язки:

Team/workflows management:
-	KPIs tracking/improvement 
-	quality control and feedback provision
-	providing service and technical training for employees
-	managing knowledgebase (Confluence)
-	managing Jira (prioritizing, assigning tasks + estimating time)
-	managing Zendesk (accounts, work templates, reports, instructions, satisfaction survey, etc.)
-	creating SQL queries for agents to collect customers' info via Databricks

Communication with Top Management/Stakeholders:
-	providing solutions in order to develop/improve service strategy
-	producing weekly reports (automated with ZD API, Tableau)
-	tracking/escalating production issues

Communication with end-user:
-	resolving GDPR cases 
-	managing refunds/FB disputes 
-	providing support via emails, Facebook communities (personal accounts)
-	taking care of app store reviews (Apple, Google Play)
-	managing Support Help Center (FAQ web page)
-	managing VIP customers (sales + tech support)
-	creating/updating “Community Policy”
Не боюсь навчатись, не боюсь челенджів, тому очікую розитку і цікавих завдань.
Створила команду підтримки клієнтів з нуля, створила Customer Support Help Center (+ FAQ). Перевела роботу команду у Jira.
Створила команду підтримки клієнтів з нуля, створила Customer Support Help Center (+ FAQ). Перевела роботу команду у Jira.
Працюю у сфері Customer Support (4 роки) та Marketing. На даним момент займаю посаду Support Lead & Account Manager. Виконую наступні обов'язки:

Team/workflows management:
-	KPIs tracking/improvement 
-	quality control and feedback provision
-	providing service and technical training for employees
-	managing knowledgebase (Confluence)
-	managing Jira (prioritizing, assigning tasks + estimating time)
-	managing Zendesk (accounts, work templates, reports, instructions, satisfaction survey, etc.)
-	creating SQL queries for agents to collect customers' info via Databricks

Communication with Top Management/Stakeholders:
-	providing solutions in order to develop/improve service strategy
-	producing weekly reports (automated with ZD API, Tableau)
-	tracking/escalating production issues

Communication with end-user:
-	resolving GDPR cases 
-	managing refunds/FB disputes 
-	providing support via emails, Facebook communities (personal accounts)
-	taking care of app store reviews (Apple, Google Play)
-	managing Support Help Center (FAQ web page)
-	managing VIP customers (sales + tech support)
-	creating/updating “Community Policy”
Не боюсь навчатись, не боюсь челенджів, тому очікую розитку і цікавих завдань.