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ЗарегистрироватьсяWas more than two weeks ago
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 2021 — currently
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 2020 — March 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 2018 — October 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 2019 — September 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 2018 — April 2020
1 year 9 months
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 2019 — March 2020
1 year 2 months
Собака.ru
Ассистент редакции
Работа с интервью: расшифровка и обработка текстового материала
April 2017 — August 2017
5 months
Кубок конфедерации ФИФА
Администратор
выдача электронных пропусков, поддержка иностранных туристов, работа с документами, обработка личных данных
Skills
Skill proficiency levels
Driving experience
Own car
Driver's license category BAbout 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
Citizenship, travel time to work
Citizenship: Russia
Permission to work: Russia
Desired travel time to work: Doesn't matter