Anna Byazina Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

• Acted as a primary point of contact at Rentrax for its customers who reach out via telephone, email, and ticketing system. Worked directly with customers to help meet their needs and solve their problems.• Collected clients’ feedback and translated it into business and then technical requirements.• Coordinated with the product development and sales department to enhance current design and determine design problems.• Prioritized client requests using RICE methodology contributing to product roadmap.• Maintained Customer Support Knowledge Base by writing tutorials and recording video instructions in order to diligently document new features.• Performed interviews, hiring, onboarding and training of newcomers for support analyst role in response to clients demand and to keep high customer satisfaction rate.• Acted as the escalation point for complex issues; applied knowledge of SQL, MS Excel, APIs for research, isolation and resolution of incidents.• Handled client engagement document control and execute filing system policies and reports to track and support implementation and overseeing of compliance initiatives.

Vancouver, British Columbia, Canada

• Monitored web and mobile application for issues and issues triage:• Worked with various teams to assess and troubleshot symptoms to resolve issues. Correlated various symptoms and identify the core issue.• Ensured that clients’ SLAs are met or exceeded.• Led the Root Cause Analysis (RCA) process.• Communicated the results of the RCA to clients to ensure transparency, built trust and increase customer satisfaction.• Worked on-call to keep availability of applications at 99.9%.• Led the onboarding process by setting up and configuring client instance applying required product customization for a given client.• Utilized Hubspot platform to record all the customer's questions, problems, and solutions to maintain customer related metrics (time to response, retention, ticketing trends).• Used the Customer Support Knowledge Base to assist customers and provide immediate resolution to their problems.

Colorado Springs, Colorado Area

- Performed manual exploratory testing on web and mobile applications:- functional;- GUI testing;- regression testing;- positive and negative testing;- Executed and created Test cases;- Worked on testing projects for: entertainment, educational, messaging, retail, business and other applications;- Participated in Bug Fix Verification cycles;- Reported issues, worked with bug tracking and test management system;- Communicated with Management team and testing team.

Samara Region, Russian Federation

- Provided the full cycle of recruitment service for the top Pharmaceutical companies;- Main successful projects: Sales Director, Area Sales Manager, Head of Training Department, Market Access Manager, Key Account Manager, Commercial Manager, Medical Representative;- Screened, interviewed and qualified candidates using all available sources (database, referrals, social media platforms, direct/executive search) and methods;- Coordinated client-candidates relationships; - Consulted clients on the market situation, facilitated on decision making;- Performed labor market monitoring and analysis, mapped key persons in Pharmaceutical industry;- Developed relationships with key clients (hiring managers, HR);- Prepared job descriptions and placed adverts on the web-sites;- Maintained database.

Samara, Russia

- Collected data on regional real estate market and Maintained database;- Gathered data on competitors and market conditions;- Monitored real estate market, forecasted marketing and sales trends;- Prepared detailed reports and presented results to management and investors;Office assistant:- Acted as first point of contact for all contractors and vendors;- Assigned incoming phone calls and mail to correct recipients throughout the office;- Managed documentation, prepared statements of work, participated in budgeting of building projects;- Handled meeting minutes.

Master’S Degree, Mechanical Engineering And Mathematics

Associate’S Degree, Psychology