Victor Lisnytskyi

Experience

• 

  IO

  Jul 2016 - Oct 2016

  Pre-Sales

  - B2B, cold calls, hot calls - Dealing with different cold leads concerns- Potential customers assistance (Europe, America, Asia), making recommendations on items (calls, emails, skype, LinkedIn, Facebook)- Providing friendly service to all kind of customers- Working according to high-quality standards of American service

• 

  NetFix

  Nov 2016 - Sept 2018

  - managing daily department operations within the team to achieve the company mission, department and team goals;- managing team of 5-10 agents (from Support, VIP Support, Sales, Risk management departments) to ensure that shift KPI is met;- conducting workshops for department members;- providing feedback and support to each team member in regards to his/her performance, strong points and points to improve;- participate in performance reviews for skills improvement of the team members. Ensure that team members have appropriate equipment, skills, and knowledge to perform their tasks;- resolving team member issues, conflicts or queries arising from work processes and environment;- covering Sales, Risk management or VIP Support Tasks if needed;- cooperation with other departments, processing their requests;- working on improving technical (bugs, automatization) and organizational processes used in daily work;- interviewing job candidates;- developing manuals of working algorithms (in Confluence). Show less

  • Team Leader

    Nov 2017 - Sept 2018

  • VIP Customer Account Manager

    Oct 2017 - Nov 2017

  • Customer Support Representative

    Nov 2016 - Sept 2017
• 

  Nextiva

  Oct 2018 - now

  - managing department processes and leading international team of technical specialists;- work on agent's technical and soft skills development to ensure the overall level of results provided by Team is constantly growing- set Individual & Team Goals for the team, ensure the steps to reach those goals are taken and the goals are achieved on time- one-on-one meetings with agents aimed at growth and metrics improvement- coaching, mentoring based on the interactions and QA results review- training agents on technologies and processes- taking disciplinary measures, when needed- working with management to identify areas of improvement in Support- ensuring all important company & product updates and knowledge are cascaded to the team- maintaining the culture of care and amazing support within the department- managing/maintaining a positive work environment Show less - first point of contact for Technical Support agents in terms of difficult questions;- conducting coaching sessions with agents;- team performance improvement/checking individual performance;- monitoring agents interactions in order to keep the overall team’s performance and quality;- initiating a Personal Improvement Plan or a Personal development Plan creation;- mentoring newcomers and agents as needed- tracking daily trends / identifying common issues from customers;- the first point of contact for escalated customers, if an agent didn’t succeed;- identifying/escalating bugs;- Run/Make/Teach Selenium scripting;- performing system admin functions for agents Show less

  • Product Support Supervisor

    Dec 2022 - now

  • Technical Support Department Supervisor

    Dec 2020 - Nov 2022

  • Technical Support Lead

    Mar 2020 - Nov 2020

  • Senior Cloud Specialist

    Oct 2018 - Feb 2020