Резюме № 49768254
Обновлено 22 декабря 2020
Обновлено 22 декабря 2020
Customer Service Specialist & SalesForce Administrator
Была больше месяца назад47 лет (родилась 19 апреля 1978)
Москва, удаленная работа, готова к переезду
Занятость
полная занятость
Гражданство
Россия
Контакты
Телефон
Почта
Фото, имя и контакты доступны только авторизованным пользователям
Опыт работы 19 лет и 11 месяцев
- Декабрь 2018 – октябрь 2020
- 1 год и 11 месяцев
Head of Product and Systems Support
EF Education First, Schools for Adult Learners, МоскваОбязанности и достижения:
• Managed online support activities of the customer services department of EF schools for adults. • Acted as a local Salesforce administrator which included: user management (creating/deactivating users, changing permissions and level of access); data management; setting up reports & dashboards for sales, operations, and marketing teams; setting up new promotions, updating prices, price books, and other supportive tasks related to Salesforce. • Coordinated the interaction between 2nd level technical support, software product end-users (customers) and software developers. Also participate in the software testing. • Identified most common/urgent issues and provided training on a specific functionality of the platforms for schools’ staff (for example, provided training for schools’ staff on refunds management, which resulted in 60% decrease in the number of cases related to this functionality). • Position terminated due to global restructuring of EF, forcing the closure of the office in Moscow.- Январь 2018 – сентябрь 2018
- 9 месяцев
A student
Alliance FrançaiseОбязанности и достижения:
Studied French language, successfully demonstrated level A2 proficiency.- Март 2015 – октябрь 2017
- 2 года и 8 месяцев
Product Implementation & Service Specialist
Обязанности и достижения:
https://www.ef.ru/englishfirst/kids/home/ • Provided 2nd level support for EF Kids & Teens schools’ staff in China, Russia and Indonesia by being a liaison between local support teams and product & academic teams. Analyzed issues; followed up and notified stakeholders of the status. • Worked with product teams on evaluating and prioritizing complex product defects, helped to identify causes and derive resolutions (including creating Jira cases for incidents, participating in Sprint planning with development teams, and setting up a Defcon system together with the support & product teams). • Launched new products and assisted with existing products enhancements implementation by training local support teams on a new product or an update, providing release notes. • Participated in setting up and rolling out Zendesk for the Support team, prepared products/systems knowledge base and FAQs.- Октябрь 2013 – февраль 2015
- 1 год и 5 месяцев
Customer Relationship Specialist & QA coordinator
EF EnglishtownОбязанности и достижения:
• Provided support in Russian and English to corporate students from Russia, and other countries. Resolved issues with their online courses by answering inquiries via email and online chat (my approximate number of cases was between 500-1000 per month). • Prepared training manuals and a knowledge base for support agents. Trained and mentored new support agents (including a new team of 10-15 people in South Africa). • Contributed to setting up Salesforce Service Cloud with Web-to-Case and Live Chat services. Implemented Salesforce dashboards for agents. • Contributed to improvement of the onboarding processes for new staff (“EF Buddy”).- Сентябрь 2009 – октябрь 2013
- 4 года и 2 месяца
Customer Relations Specialist
EF EnglishtownОбязанности и достижения:
• Provided support in Russian and English to students from Russia, and other countries. Resolved issues with their online courses by answering inquiries via email (approximate number of cases around 1000-1500 per month). • Supported English to Russian and Russian to English translation where and when needed.- Январь 2008 – август 2009
- 1 год и 8 месяцев
Sales Manager
Horizon Resort & SPAОбязанности и достижения:
• Established and supported good relationships with new and partner tourist agencies in Russia and China. • Communicated existing promotions for Russian market with tourist companies, collected their feedback and helped to improve the offers. Assisted with billing issues when needed. • Provided support to Russian guests during their stay at the hotel.- Июнь 2006 – октябрь 2007
- 1 год и 5 месяцев
Technical Support Engineer at Routing and Roaming Department
МегаФон, МоскваSoftware Development, System Integration, Technological and Business Processes Automation, IT Consulting, Fixed Communications, Mobile CommunicationsОбязанности и достижения:
• Managed enrollment of new lines for the entire network "MegaFon-Siberia. Organized and supervised testing, opening, and closing tariff lines. • Participated in network stations testing, opening, and closing.- Июнь 2000 – май 2006
- 6 лет
Telecommunication Engineer
Ростелеком, МоскваInternet Service Provider, Fiber Optic Communications, Fixed Communications, Mobile CommunicationsОбязанности и достижения:
• Monitored functions and quality of telecommunication channels and equipment of OJSC of about 30 000 subscribers to make sure all services are provided incessantly and on a good level. Diagnosed and fixed technical problems with equipment. Maintained product documentation • Activated/deactivated services for subscribers by request from a customer department.
Образование
- Магистр
- 2000
Обо мне
Дополнительные сведения:
I am a professional in clients and products/systems support with a deep knowledge of the Salesforce CRM platform (admin level) and strong analytical skills. Experienced in live users support and resolving complex technical issues. I am inspired and motivated by working on challenging offbeat tasks in a culturally diverse environment.
Team player, Traning, Systems support, Developed training materials, Products support, Salesforce administration, Knowledge Management, Troubleshooting, Adaptive, Ability to work without supervision, Trained and mentored new team members, Analytical skills, Multicultural, Proactive, Cooperative, Atlassian Confluence, GoToMeeting, Английский язык, CRM, Atlassian Jira, Работа в команде, Zendesk, SQL queries, TeamViewer, Организаторские навыки
Иностранные языки
- Английский язык — cвободное владение
Фото, имя и контакты доступны только авторизованным пользователям
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