Yuliia Pluhatarova

Experience

• 

  Kosi Group LLC

  Nov 2014 - May 2018

  Customer Support Manager

  - Responding to escalated customer support issues.- Implementing customer support processes to enhance customer satisfaction.- Formulating and revising customer support policies and promote their implementation.- Informing the team of all new information related to products, procedures, and trends.- Assessing support statistics and preparing detailed reports on the findings.

• 

  GamerTarget

  Jun 2018 - Jun 2021

  Customer Service Representative Team Lead

  - Communicated with customers through various channels and responding promptly to customer inquiries while maintaining a positive, empathetic, and professional attitude at all times- Built an effective FAQ knowledge base and implemented an interactive FAQ tool that helped to decrease support tickets and structured records of customer interactions, transactions, comments, and complaints- Communicating and coordinating with colleagues as necessary- Kept records and provided feedback on the efficiency of the customer service process- Ensured customer satisfaction and provide professional customer support Show less

• 

  Gamertarget Inc.

  Jun 2021 - now

  QA Engineer

  - Work closely with other QA analysts, developers and product managers to ensure that all aspects of the system have proper testing coverage and overall system reliability, performance and quality- Perform database testing in MySQL environments including designing and manipulating test data, validating stored procs, jobs, triggers and replication- Responsible for analyzing functional requirements needed for Quality Testing- Responsible for planning, developing and coordinating testing activities, preparing Test Plan, test scenarios, test cases- Responsible for performing test execution, test analysis and debugging- Analyze system requirements, specifications and develop appropriate test plans and test cases on functional specification- Attended meetings: daily stand-ups, Bug Triage, Planning, Demo, Retrospective- Report bugs to Jira with further tracking and validation of files issued by developers- Verified fixed bugs and provided feedback/statistics to QA manager and developers team on weekly Scrum meetings- Executed Smoke, Functional, System, GUI, Regression testing for Functionality of the web application- Performed a manual game controller testing of each implemented feature Show less