FRONT DESK HELPERS CO dba TechnicalSupport.Team – USA based company

https://frontdeskhelpers.com/ and https://technicalsupport.team/

The company has several main focuses – outsourcing, IT telephony and web development and promotion. My main direction was web development and promotion.

Key directions of work:

1. Developers’ team management (up to 5 persons)
2. Sales and Marketing team management (up to 10 persons)
3. Projects estimation from the beginning and managing during all the time
4. Projects management – web development and promotion (SEO, PPC, content management, etc.)
5. Business processes analysis, formalization, automation and improving
6. Internal CRM/ERP systems improving (SuiteCRM, Bitrix24, Redmine)
7. Strategic tasks for business growth of the company

The agency's focus is the pharmaceutical market, clients are very specific, but clear communication has been established with each one.

Account manager

1. Making the costs for different types of projects and cost analysis (plan/actual)
2. Management of projects of various types, from finding out the real needs of the Client to implementation and primary analytics. 65% of projects - web-sites development of varying complexity and focus (from content to uploading to the production environment)
3. Management of projects for the development of presentations for Clients (of various types and complexity): from setting tasks to the content department to uploading to the Client's system / transferring of the finished product to the Client
4. Testing the CRM system in relation to financial indicators (project management)
5. Project management for the development of various creative materials: POS, presentations, web-sites
6. Understanding of the full cycle of the agency.

Complex management of the project (Trade):

1. Supporting of the project team in various areas (digital, organizational issues...)
   
2. Making the costs for the project (plan/fact)
3. Maintaining project documentation including accounting
   
4. Communication with the Clients and Contractors
   
5. Participation in preparing of tenders proposals
   
6. Setting tasks to structural divisions of the company and monitoring of their implementation
   

Projects types: Soft development, site development, Loyalty programs, digital campaigns

1. Analysis, structuring, optimization and automatization of business processes (internal in the company and for the Client's company)
2. Writing of technical requirements for sites/soft development
3. Setting tasks for team of developers, maintaining the time of development, checking the results and providing the soft/site to the Client
4. Participation in preparing of tenders proposals
5. Communication with the Clients and Contractors
6. Creating and carrying out of presentations
7. Making the costs estimated for the different kind of projects
8. Maintaining project documentation including accounting
9. Setting tasks to structural divisions of the company and monitoring of their implementation
10. Creating and providing of reports (MS Excel, PowerPoint, dashboards)

Projects types: Loyalty programs, Motivation programs, site development

1. Writing of technical requirements for sites/soft development
2. Setting tasks for team of developers, maintaining the time of development, checking the results and providing the soft/site to the Client
3. Participation in preparing of tenders proposals
4. Communication with the Clients and Contractors
5. Creating and carrying out of presentations
6. Making the costs estimated for the different kind of projects
7. Maintaining project documentation including accounting
8. Setting tasks to structural divisions of the company and monitoring of their implementation
9. Creating and providing of reports (MS Excel, PowerPoint, dashboards)

1. Analysis of the existing database (based on MS SQL queries) in various sections,
2. Drawing up requirements for the quality of the database and the organization of testing the quality of information in an existing database,
3. Description and implementation of procedures for improving the quality and consistency of information in the database
4. Creating reports and queries on the specified criteria
5. Improving the usability of the user interface for working with database
6. Analysis, optimization and documentation of existing business processes
7. Development, description and implementation of new business processes
8. Writing of technical requirements, setting tasks and monitoring their implementation to improve the existing and create new software

Manage the department with 9-22 people

1. Analysis of the existing database (based on MS SQL queries) in various sections, correction, systematization of data, providing of reports and datum samples according to specified criteria
2. Writing of technical requirements for creation of new databases according Client's specified criteria and analytics of business processes
3. Writing of technical requirements for creation of new Data correction program
4. Writing of technical requirements for creation of online platform which allows to work centralized with accumulated different databases
5. Setting tasks for team of developers, maintaining the time of development, checking the results and providing the soft/site to the Client or internal divisions

Manage the department with 8-12 people

1. Direct Mail services: SMS, E-mail, Post mailings (organization, implementation and reporting)
2. Coordination of complaints processing on loyalty programs coming through various channels
3. Development and implementation of an interactive reporting of shares (Web, SMS, E-mail, Post, Call Centre)
4. Organization and conducting of draws on a database of participants to determine the winners

1. Formation of working instructions,
2. Creating and regulation of the wage system,
3. Optimization of working processes,
4. Participation in the creating of technical requirements for software development for data correction and testing,
5. Training and consulting of employees,
6. Managing the department with 5-12 people