Alexandra Iamkova

Experience

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  ING

  Nov 2012 - Feb 2013

  Customer Support Representative

  Provided phone, chat support to bank customers.Operated internal bank software for tasks like managing accounts, processing transactions, freezing/ unfreezing cards.Provided emergency assistance to foreign cardholders during their stay in Ukraine. Analyzed transactions for possible fraud indications.Operated internal bank software for tasks like managing accounts, processing transactions, freezing/ unfreezing cards.Provided emergency assistance to foreign cardholders during their stay in Ukraine. Analyzed transactions for possible fraud indications. Show less

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  Sushi24

  Mar 2013 - Oct 2013

  Service Manager

  Team management 10+ staff members. Training and supervision of team members. Ensured the accuracy and efficiency of order completion.Verified if the delivery is on track to meet the expected timeline.Offered additional clarification on FAQ answers when needed, handled complaints.Management of the economic part of the store, record keeping and cost optimization. Accounting, Cash register (x-and z-reports). Maintained accurate inventory records and implemented control systems to prevent stockouts and overstocking. Control of cleanliness and order.Performed tasks related to efficient operation of the store and its development. Show less

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  NetFix LLC

  Nov 2013 - Nov 2015

  Responsible for the performance and well-being of 6 team members. Expanded the team by identifying and onboarding-qualified individuals.Guided new teammates through the company culture and processes. Maintained a friendly and respectful demeanor while upholding ethical standards.Reviewed transactions, workflow of orders in the Customer Relationship Management (CRM) system.Analyzed and mediated escalated customer concerns, aiming for financially sound solutions. Ensured and built long-lasting customer relationships.Provided clear instructions, and feedback to team. Documented IT process improvement, KPI's and best practices.Prioritized tasks effectively to meet deadlines and resolve issues efficiently. Contributed to improved product quality by proactively identifying and reporting technical issues. Show less

  • Customer Support Supervisor

    Feb 2014 - Nov 2015

  • Customer Service Representative

    Nov 2013 - Feb 2014
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  IDeals Solutions Group

  Nov 2015 - Apr 2022

  IT Support Specialist

  6+ years of work experience in SaaS support.Tier 1 support: Provided service information and answered FAQs via ticketing system, VoiP, chat, on site. Created user profiles, helped with password reset procedures, corporate restrictions. Generated new invitation emails, other links, set portal settings. Tier 2 support. Responded to software problem calls. Executed pre-defined testing procedures to evaluate the software functionality. Managed software rollouts, upgrades. Encrypted USB drives/disks. Determined nature and extent of support needed. Raised a support ticket with the correct severity level. Provided clear and concise instructions for users to resolve issues after fix. Transferred tickets demanding specific expertise to the relevant teams for resolution.Acted as technical support to the entire team, provided technical assistance to team members and other departments. Provided multi-platform technical support for the SaaS application, tackling problems on Windows, Mac, iOS, and Android devices.Strong understanding of network security skills and the ability to work independently and as part of team.Provided ongoing effort to improve services, or processes. Maintained and updated knowledge bases with accurate and up-to-date information.Conducted regular training sessions for users and provided individual coaching to team members. Translated customer support interactions into clear, actionable tasks for developers using Jira, ensuring proper bug fixes or feature modifications. Walked customers through required changes on their side.Data collection and entry. Show less

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  Outlier

  Nov 2023 - now

  Artificial Intelligence Trainer

  Synthesizing raw, unfiltered data to build well-organized unbiased data sets.Ensuring data is properly annotated according to specific annotation guidelines.Showing AI programs samples of training data and checking the output to see whether it’s correct.Verifying and validating data annotations to ensure that the AI is reading it properly.Re-annotating data when AI doesn’t read data correctly.