Работала в 4 компаниях 5 лет
Телекоммуникации / Связь, Образование, Туризм / Путешествия / Пассажирские перевозки, Другое
Technical Support Lead/ L2 Engineer
Nextiva
Телекоммуникации / Связь
3 года
06.2020 - 06.2023
- Training and assisting support representatives with responding to customer questions and inquiries and troubleshooting problems with services or products;
- Diagnose and resolve technical issues related to VoIP phone service, business applications, CRMs, device hardware, and networking troubleshooting;
- Documenting frequently encountered technical inquiries and their corresponding resolutions for the ongoing refinement of the knowledge base;
- Investigating and resolving intricate technical issues that have been escalated from Level 1 support;
- Engaging in cross-functional collaboration with the product development team to offer constructive feedback on recurrent issues and recommend enhancements;
Senior Customer Service Specialist
NetFix LLC
Образование
4 месяца
01.2019 - 05.2019
- Managing and overseeing all inbound and outbound CS systems including telephone, email, tickets, CRM, and live chat functions;
- Supervising CSRs activities to ensure that customer issues are being resolved with the highest standards and providing proper feedback;
- Maintaining communication with staff and other departments to ensure the necessary workflow;
Super User
Runway Ltd
Туризм / Путешествия / Пассажирские перевозки
1 год
01.2018 - 01.2019
- Obtaining, verifying, and evaluating agents' productivity, their core tasks and ensuring the resolution of issues promptly;
- Cross-trained and backed up other customer service representatives;
- Consulted with outside parties to resolve discrepancies and help identify tasks for further team development;
Sales manager
Sky Call
Другое
5 месяцев
06.2017 - 11.2017
- Managing organizational sales by developing efficient templates and methods that contribute to the improvement of sales, revenue, and expense control processes;
- Coaching individual sales representatives one-on-one through phone work and prospecting help sessions to help them improve sales performance;
- Achieving growth and hitting sales targets by successfully managing the sales representatives;
Ключевая информация
Throughout 5 years of experience, I've gained a diverse background in customer service and technical support. This includes accumulating knowledge of various products (SaaS, B2B, UC platforms) and software and a strong understanding of how to pass the information to customers, CSRs, and product/development teams. In technical support roles, my main focus was on troubleshooting networks (SIP protocols, TCP/IP, DNS), web/desktop/mobile applications, supporting various types of integrations (Azure, AWS, CRMs, Broadsoft, Unity Kakapoo, Microsoft Services), VoIP.
Училась в 1 заведении
Київський національний лінгвістичний університет
Факультет перекладачів/Туризм
Київ, 2020
Владеет языками
Английский
свободно
Может проходить собеседование на этом языке
Может проходить собеседование на этом языке
Украинский
родной
Может проходить собеседование на этом языке
Может проходить собеседование на этом языке
Анна
Анна
Technical support engineer
![](https://cv-photos-original.rabota.ua/cdn-cgi/image/w=110/f9e33621-a11b-4343-a216-3c03529fa1a7.jpg)
Киев
полная занятость
Обновлено 2 дня назад