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Male, 28 years, born on 27 July 1997

Tbilisi, willing to relocate, prepared for business trips

Customer Support Team Lead

1 300  in hand

Specializations:
  • Sales manager, account manager

Employment type: full time, part time, project work/one-time assignment

Work experience 8 years 5 months

June 2021currently
4 years 11 months
Wheely

Saint Petersburg, wheely.com/

IT, System Integration, Internet... Show more

Customer Service Team Lead
- Leading a team of 25+ customer service agents; - Keeping an eye on CS SLAs (First time reply, Response time, Ticket resolution time, CSAT, etc); - Getting analytics from Looker, Metabase, Aircall, Intercom, Jira and Notion; - Notion knowledge base curating and updating; - Tutoring sessions with employees; - Dealing with objections in complex and escalated situations; - Helping both European and Russian markets to meet their needs and wants; - Defending service’s values and principles; - Creating and presenting projects for Client Service workflow development; - Onboarding newcomers.
October 2020March 2021
6 months

Moscow, itanddigital.ru/

Business Services... Show more

Recruiter
- Searching for and recruiting IT and digital employees; - Scheduling and curating interviews; - Following up on staff members' onboarding process; - Personal meetings.
March 2018October 2020
2 years 8 months
Индивидуальное предпринимательство / частная практика / фриланс
Репетитор по английскому языку
Обучение навыкам письменного и устного английского языка, проведение занятий, контроль усвоения материала, составление индивидуального учебного плана, воспитание интереса к предмету
October 2019September 2020
1 year
НТ-КОМ
Переводчик на переговорах
Устный (синхронный) перевод бизнес-переговоров в сфере энергетики и прокладки кабельного оборудования, письменный перевод технической документации
August 2018April 2020
1 year 9 months

www.friendsplace.ru

Hotels, Restaurants, Food Service Industry, Catering... Show more

Администратор
Прием и размещение гостей, разрешение конфликтных ситуаций, поддержка иностранных туристов, прием и обработка персональных данных, ведение отчетности, работа с кассовым аппаратом, обеспечение комфортного пребывания гостей на территории отеля
February 2019March 2020
1 year 2 months
Собака.ru
Ассистент редакции
Работа с интервью: расшифровка и обработка текстового материала
April 2017August 2017
5 months
Кубок конфедерации ФИФА
Администратор
выдача электронных пропусков, поддержка иностранных туристов, работа с документами, обработка личных данных

Skills

Skill proficiency levels
Ответственность
Пунктуальность
Навыки презентации
Ведение переговоров
Деловая переписка
Работа в команде
Деловое общение
Водительское удостоверение категории B
Английский язык
Телефонные переговоры
Google Docs
Написание статей
Расшифровка интервью
Looker
Intercom
Aircall
AppFollow
Metabase
MS Office
Slack
Notion
Teamleading
Разработка и внедрение системы KPI

Driving experience

Own car

Driver's license category B

About me

Starting out with multiple service field jobs, my career went through a stable and transparent step-up - from hotel administrator and IT recruiter, to a leader of a small group of employees at Wheely. At St. Petersburg State University and - then - at Bard College, New York, I gained my communication and writing abilities, learned critical thinking, widened my humanitarian horizon as well as got more practical skills in presentation and curating. Being very open-minded, passionate and involved, I am easily inserted into any type of creative environment, office workflow or self-time-management schedule. Throughout my career as a client service manager of various types I: - Turned many indifferent clients into very loyal customers; - Created and defended several full-scale projects in Client Service of the premium ride-hailing company; - Coached 15+ newcomers, who successfully work as a customer service agents; - Effectively dealt with many objections and angry clients; - Defended my final paper on Outsider Music with the highest score possible and went through Master's Degree in Music Critique; - Got an internship at the recording studio in Hudson Valley and worked closely with musicians and artists.

Higher education

2021
Higher education
Свободные искусства и науки, Музыкальная критика (Магистерская программа)
2019
Higher education
Искусства и гуманитарные науки, Музыка и театр
2019
Higher education
Bard College
Liberal arts

Languages

Russian — Native

English — C1 — Advanced

French — A2 — Elementary

Citizenship, travel time to work

Citizenship: Russia

Permission to work: Russia

Desired travel time to work: Doesn't matter