Працював в 8 компаніях 8 років 3 місяці
IT, Послуги для бізнесу - інше, IT - консалтинг / Послуги / Виробництво устаткування
Porject Manager (paid internship)
StageM
IT
6 місяців
07.2023 - 01.2024
- Successfully planned and executed multiple projects, ensuring efficient distribution of tasks and effective task control to meet project deadlines.
- Maintained regular communication with clients, providing timely updates on project progress and addressing any concerns or issues that arose. Led a team of professionals, fostering effective communication and collaboration to achieve project objectives.
- Generated leads and identified new business opportunities, contributing to the growth and success of the organization.
- Troubleshot and resolved any project-related issues or challenges, ensuring smooth project execution and client satisfaction.
- Facilitated communication within the team, promoting a collaborative and productive work environment.
- Composed accurate and realistic estimations regarding project deadlines, enabling effective planning and resource allocation.
- Interacted with different departments and stakeholders, ensuring alignment and coordination throughout the project lifecycle.
Customer support representative
Electronic Team
IT
2 роки
03.2021 - 03.2023
- Main areas to cover: ensuring prompt and effective resolution of user issues and inquiries.
- Contantly worked with customer satisfaction, resulting in a 20% reduction in customer complaints and a 15% increase in positive feedback.
- Successfully handled refund and software upgrade management, minimizing customer churn and maximizing revenue retention.
- Proactively addressed charge-back disputes, reducing financial losses by 10% and improving overall customer trust and loyalty.
- Facilitated effective communication between tech-support engineers and users, ensuring accurate and timely resolution of technical issues.
- Conducted thorough testing of application beta versions, identifying and reporting bugs and usability issues to the development team for prompt resolution.
- Maintained accurate documentation of customer interactions and issue resolutions, ensuring a consistent and organized approach to customer support
Billing Support Manager
HOWLY
IT
6 місяців
08.2022 - 02.2023
- Oversaw the billing process, ensuring accurate and timely invoicing, payment tracking, and account management, which caused a 10% reduction in disputed transactions.
- Collaborated with cross-functional teams to resolve payment disputes and communicate with representatives from financial institutions, maintaining professional and effective communication.
- Maintained detailed records and documentation of all financial transactions, ensuring accuracy and compliance with regulatory requirements.
- Proactively identified and resolved billing discrepancies, minimizing errors and improving overall billing accuracy.
- Stayed updated with industry regulations and best practices, ensuring compliance and adherence to relevant financial guidelines.
VIP Customer Support Manager\Anti-fraud agent
NDA
IT
1 рік 10 місяців
06.2019 - 04.2021
- Provided exceptional VIP customer support services to valuable clients, ensuring their satisfaction and loyalty to the company.
- Detected and resolved fraudulent transactions and other violations of terms of service, safeguarding the integrity of the platform and protecting customer interests.
- Successfully resolved financial disputes, demonstrating strong problem-solving and negotiation skills.
- Managed high-risk situations with professionalism and composure, ensuring the safety and security of customers and the company.
- Coached and mentored new customer support agents, sharing knowledge and best practices to enhance their performance and contribute to a high-performing team.
- Actively participated in testing new system functions and features, providing valuable feedback to improve user experience and system performance.
- Maintained accurate and comprehensive reports of tasks performed, ensuring full accountability and transparency in all activities.
- Ensured clear and effective communication with customers and team members, avoiding jargon and using concise language for better understanding.
- Diligently proofread all reports and documentation, ensuring accuracy and professionalism in all written materials.
Customer Support Agent
SupportLab
Послуги для бізнесу - інше
8 місяців
06.2018 - 02.2019
- Delivered exceptional customer support, promptly addressing user needs and troubleshooting issues, resulting in high customer satisfaction ratings.
- Efficiently processed incoming tickets, ensuring timely and satisfactory resolution of customer inquiries and issues.
- Employed an individualized approach in complex cases, maintaining the player base of the project and preventing revenue loss.
- Maintained clear and concise documentation of customer interactions and issue resolutions, facilitating accurate and efficient knowledge transfer within the team.
- Collaborated with cross-functional teams to identify and implement process improvements, resulting in increased efficiency and customer satisfaction.
- Actively participated in training and development programs to enhance product knowledge and customer service skills
PROJECT MANAGER TRAINEE
NDA
IT
3 роки 3 місяці
05.2015 - 08.2018
- Successfully completed a project management trainee program, gaining hands-on experience in project budgeting, team meetings organization, resource and task management.
- Developed and maintained technical documentation for a specific project, ensuring accuracy and completeness.
- Provided daily reports to customers, keeping them informed about project progress and addressing any concerns or issues promptly.
- Collaborated with cross-functional teams to ensure efficient project execution and timely delivery of milestones.
- Demonstrated strong organizational skills in managing project resources and tasks, optimizing productivity and minimizing delays.
- Maintained clear and concise communication with team members and stakeholders, ensuring alignment and understanding of project objectives.
- Followed industry best practices and standards in project management, ensuring consistency and quality in project deliverables.
Project Manager
SoftGroup
IT
6 місяців
05.2017 - 11.2017
- Successfully managed project budgets, ensuring efficient allocation of resources and adherence to financial targets.
- Organized and facilitated team meetings, promoting effective communication and collaboration among team members.
- Managed resources and tasks, ensuring timely completion of project deliverables and milestones.
- Provided regular and comprehensive reports to customers, keeping them informed about project progress, challenges, and achievements.
- Maintained and organized all technical documentation related to the specific project, ensuring accuracy, accessibility, and compliance with industry standards.
- Demonstrated strong attention to detail and consistency in formatting and style throughout all technical documentation.
- Communicated project updates and technical information in a clear and concise manner, avoiding jargon and ensuring understanding by all stakeholders.
- Conducted thorough proofreading and editing of all technical documentation, ensuring accuracy, clarity, and professionalism.
L1\L2 Tech Support Assistant
ZoomSupport
IT - консалтинг / Послуги / Виробництво устаткування
1 рік 1 місяць
04.2016 - 05.2017
- Provided exceptional after-sales support in English, assisting customers with technical issues related to product software and system performance.
- Processed customer requests via email, phone, and live chat, ensuring prompt and effective resolution of their concerns.
- Successfully sold licenses and support services, contributing to increased revenue and customer satisfaction.
- Handled escalated cases and advanced system troubleshooting, demonstrating expertise in resolving complex technical issues.
- Conducted outbound calls to gather customer feedback and conducted surveys to assess customer satisfaction.
- Provided remote assistance to customers, guiding them through troubleshooting steps and resolving software and hardware errors. Tested products for software errors, ensuring the delivery of high-quality products to customers.
- Maintained clear and concise communication with customers, avoiding technical jargon and explaining solutions in a manner easily understood by non-technical individuals.
- Diligently proofread all customer communications and documentation, ensuring accuracy and professionalism.
Ключова інформація
- Agile
- SCRUM
- Jira
- Trello
- Asana
- Podio CRM
- SalesForce CRM
- Kromtech CRM
- ZenDesk CRM
- Omnidesk CRM
- Good Communicator
- Easy to interact with people
- Good in troubleshooting
- Well Organised
- Good physical endurance
I am comfortable with communication, negotiations, troubleshooting, solution finding, brainstorming, creating new ideas and approaches, multitasking, information and data management, testing.
Навчався в 3 закладах
Eastern European National University named after Lesya Ukrainka
Faculty of Foreign Relations, Postgraduate studies for PhD
Луцк, 2023
Eastern European National University named after Lesya Ukrainka
Master's degree, Consolidated Information
Луцк, 2019
Eastern European National University named after Lesya Ukrainka
Bachelor's degree, International Information
Луцк, 2017
Володіє мовами
Англійська
вільно
Може проходити співбесіду на цій мові
Може проходити співбесіду на цій мові
Українська
рідна
Курси, тренінги, сертифікати
Skvot Project Management in GameDev Diploma
2023
Astound Commerce QA Bootcamp
2020
Marketing
Lutsk, 2017
I successfully finished marketing courses, which were provided by my university. And gained an experience in international business, B2B, sales strategies, marketing methods and approaches.
Додаткова інформація
Please, consider to check my valid CV here: https://sites.google.com/view/igorkarpukcv/home
https://sites.google.com/view/igorkarpukcv/home
Igor
Igor
Project Manager
Луцьк
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