Experience

• 

  Avko labs llc

  Jul 2012 - Jan 2013

  Marketing manager

  Avko Labs is a mobile development company. We design and develop games for: Android, iOS, BlackBerry.Here is the list of launched projects:

• 

  Amasty

  Feb 2013 - now

  At Amasty, our goal is to empower businesses with cutting-edge eCommerce solutions that drive success and growth. As the Chief Delivery Officer at Amasty, I lead and oversee the end-to-end development and release processes for a diverse range of eCommerce solutions. My role encompasses strategic planning, execution, and continuous improvement of our offerings to ensure we deliver top-tier products that meet the dynamic needs of our clients.Key Responsibilities:Development and Release Processes for Magento 2 Extensions: I spearhead the development and release cycles for our Magento 2 extensions, ensuring our products are robust, innovative, and seamlessly integrated with the Magento ecosystem.Development and Release Processes for Shopify, Wix, BigCommerce, and Ecwid Applications: I manage the development and release processes for our applications across multiple platforms, including Shopify, Wix, BigCommerce, and Ecwid. This involves coordinating cross-functional teams to deliver high-quality applications that enhance our clients' eCommerce capabilities.Team Management: I lead two dedicated development teams. The first team focuses on Shopify, Wix, BigCommerce, and Ecwid, bringing diverse expertise to each platform. The second team specializes in Magento 2, maintaining our strong presence in the Magento community and driving forward our innovative solutions.Customer Care and Technical Support Management: I oversee the customer care and technical support teams, ensuring that our clients receive exceptional support and service. By fostering a culture of responsiveness and expertise, we aim to resolve issues swiftly and enhance customer satisfaction.With a strong background in software development and a keen understanding of the eCommerce landscape, I am committed to driving the growth and success of our products. I focus on delivering excellence through meticulous planning, collaborative teamwork, and a relentless pursuit of innovation. Show less Being leading Magento extension provider we at Amasty provide our clients with full-cycle support service. Serving clients all over the world we share our Magento experience with everyone who cooperates with us. Our support team is full of professional and top-rated Magento experts.The main responsibilities:- Setting all crucial processes and flows to deliver awesome customer support- Forming support lines: Tier 1 (non-technical), Tier 2 (non-technical), Tier 3 (technical)- Setting goals for all tiers based on company's OKR- Taking participation in performance reviews (Tier 1, Tier 2, Tier 3)- Managing the team of 45 specialists, 6 separate teams- Owning the project by building the career path for customer specialists and technical support engineers- Setting SLA and Violation scheme: L2 and L3- Problem and incident management implementation by following ITIL 3 recommendations - Setting a flexible department schedule to cover the majority of customer segments (3 time slots/day) and 7 days/week Show less

  • Chief Delivery Officer

    Jan 2023 - now

  • Chief Support Officer

    Dec 2021 - now

  • Head of Technical and Customer Support

    Aug 2014 - Jan 2022

  • Customer Service Specialist

    Aug 2013 - Jun 2019

  • Marketing Manager

    Feb 2013 - Aug 2013