Experience

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  Unbabel

  Sept 2015 - May 2017

  Senior editor

  Translated different types of content and evaluated work of other members of the community from English to Russian, Ukrainian, Chinese and vice versa.

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  Panoramika it

  Jan 2016 - Nov 2016

  Content manager, html/css developer

  • Wrote content of different topics for company’s websites.• Worked closely with HTML and CSS to create layouts for client websites and allow them to present their websites to their customers.

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  Self-employed

  Sept 2016 - Oct 2023

  Freelance translator

  Translate different types of content from Russian/Ukrainian into English, Russian/Ukrainian into Chinese and vice versa.

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  Ticketim

  Nov 2016 - Nov 2019

  Team lead manager

  • Managed a team of 10 members to train and onboard them on specifics of hotel reservations in Europe and the US;• Reported to higher management on the department’s results to present the team’s performance, analyze team performance through KPIs and how to boost team performance to the highest level;• Worked with the team members under my leadership to understand team sentiment and find ways to improve the team environment and to boost their performance further.• Reviewed the onboarding process and found ways to cut onboarding time in half from one month of training to 2 weeks without losing quality of work.• Found ways to adjust team metrics and KPIs to make them more achievable, thus boosting team morale, but without losing productivity or quality. Show less

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  Cargolight

  Nov 2019 - Apr 2021

  Cargo operations and sales manager

  • Worked closely with Enterprise-level customers to provide information on their cargo loads, especially for transporting animals or dangerous cargo, to keep their shipments within IATA guidelines.• By ensuring the shipments were done according to IATA rules, contributed to the aircraft balancing and thus ensured higher safety standards with partnering airlines.• Negotiated cargo spaces within the aircraft and registered it within encrypted systems like CargoSpot.• Negotiated with major airports around the world that would accept dangerous cargo and to confirm their approval.• Created manifests for cargo shipments to document what was being transported in accordance with IATA guidelines.• When working with AVI (animals being transported, negotiated and arranged safe and adequate accommodation for travelling animals.• Coordinated work between Ukrainian airports to ensure appropriate human and machine resources were devoted to higher-load cargo, and to decrease the resources used if the cargo was lighter in volume and didn’t require intensive resources. Show less

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  Monday.com

  Apr 2021 - Aug 2022

  Customer success advocate

  • Worked closely with other Client Facing departments, including Partnerships and Sales, to identify opportunities and move hot leads with high potential along to the relevant department, thus increasing platform ARR.• Communicated with customers via email on an SLA of 60/20 minutes with an average CSAT of above 9.6/10 for 350 emails weekly.• Maintained a high standard of quality and gave feedback to internal team members on improvement points to ensure that the customer support team could perform on a higher level cohesively.• Communicated with customers via phone to provide a personal level of support and ensure lowest turnaround time to their requests in cases of urgent issues or sensitive topics, for example, issues accessing their account or billing discrepancies.• Collaborated with the development team to identify and prioritise issues with the platform based on the RICE (Reach, Impact, Confidence, Effort) model to ensure team visibility of highest-priority and urgency tasks.• While working with the customer to understand their basic and deepest needs, gathered key feedback to map their pain points, their user persona and story to communicate pain points or improvement delivery opportunities to the internal team.• Led online webinars, consultations, and one-on-one demos to educate customers on the features of the platform and developer toolkit.• Led daily meetings with the internal team to facilitate common understanding around latest platform updates and changes to internal processes.• Worked in a high-volatility and high-pressure environment, where changes to the platform and internal processes occur on a daily, sometimes hourly basis.• Identified areas of internal knowledge that could be clarified and simplified further to ensure a common level of expertise and excellence amongst customer service team members. Show less

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  Remofirst

  Aug 2022 - Dec 2022

  Customer success manager

  Working closely with multiple Departments within the company in regards to implementing CRMand Database tools - set up and implement CRM, Database and Ticketing systems from scratch(Airtable, Zendesk, Hubspot);Attending periodic meetings with the Company’s directors, officers, employees, consultants and advisors; Supporting customers as they transition from sales prospects to active users; Tracking and reporting on the performance of the CS department;Creating and updating the platform support tools (FAQs, Countries info, support chat); Communicating with related stakeholders, maintaining ongoing customer relationships; Onboarding clients/partners; Hiring and onboarding new CS managers;Keeping in touch with clients and partners related to the operational daily request; Explaining the platform & solving user pains. Show less

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  Wikky

  Aug 2023 - now

  Solutions architect

  • Conduct meetings with clients to understand project requirements and design workflows tailored for them.• Select and build efficient workflows for client projects.• Automate workflows using APIs to reduce manual processes, and also develop custom applications to enable smooth integration between client software systems.• Provide continuous support throughout the implementation phase and post-deployment to ensure smooth operation.• Create engaging and informative content to support Wikky's marketing and educational efforts. Show less