I V Á N R Á K I N

I V Á N R Á K I N Email and Phone Number

Customer Success Professional | Technical Support Expert | Software Engineering Consultant | Greater Vancouver Metropolitan Area @
I V Á N R Á K I N's Location
Greater Vancouver Metropolitan Area, Canada
About I V Á N R Á K I N

Customer-focused and revenue-driven professional with over four years of experience in customer support, known for enhancing customer satisfaction through effective problem-solving and increasing revenue with up-selling and cross-selling. Leveraging Salesforce CRM systems to streamline team collaboration, optimize customer interactions, and drive business growth. Proven record of reducing escalations by 11% and converting 15% of service interactions into revenue opportunities. Enthusiastic about leveraging my customer service expertise and retail knowledge to enhance customer loyalty and create a positive customer experience.

I V Á N R Á K I N's Current Company Details
Butterfly Network

Butterfly Network

Customer Success Professional | Technical Support Expert | Software Engineering Consultant | Greater Vancouver Metropolitan Area
I V Á N R Á K I N Work Experience Details
  • Butterfly Network
    Technical Customer Support Specialist
    Butterfly Network Jan 2024 - Present
  • Butterfly Network
    Technical Customer Support Specialist
    Butterfly Network Feb 2020 - Dec 2023
    • Delivered expert technical support for Butterfly's iQ/iQ+ ultrasound devices, assisting medical professionals in troubleshooting, problem resolution, and system optimization, while providing software development support for SDK integrations.• Enhanced the customer experience by conducting product demonstrations and educating clients on device features, contributing to successful upselling and cross-selling opportunities.• Used Salesforce Sales Cloud and Service Cloud to manage 5-20 customer interactions daily, converting an average of 15% of service conversations into sales opportunities, generating additional revenue.• Proactively identified customer needs, achieving a 91% issue resolution rate within 24 hours, and consistently maintaining high customer satisfaction scores.• Played a key role in lead management and sales opportunity tracking, ensuring that all customer inquiries and potential leads were followed up promptly, contributing to a 25% increase in repeat business.
  • Macdonald Harris & Associates Ltd
    Senior Full Stack Software Developer
    Macdonald Harris & Associates Ltd Mar 2019 - Jan 2020
    Vancouver, British Columbia, Canada
    • Led a team of three engineers in development of a health monitoring and performance evaluation services for the company’s sales platform: ◦ designed and developed REST api monitoring suite, significantly enhancing system reliability, which reduced downtime and improved user experience. ◦ created a middle-ware with Blackfire profiler to monitor the APIs performance, resulting in a 40% faster response time and more efficient handling of high traffic loads. ◦ integrated the suite with CI using declarative pipeline that reduced manual intervention and improved deployment speed by 27%. Tools and frameworks: Typscript, PHP, GazzleHTTP , Blackfire, PHPUnit, Jenkins• Spearheaded the development of a visual artifacts management system: ◦ designed and developed visual artifacts import/export as a dockerized service. Tools and frameworks: PHP, Slim Framework• Developed a scalable prototype for the Android kiosk fleet health monitoring service, leveraging Pub/Sub message streaming: ◦ Led a small team, mentoring a junior developer and coordinating QA efforts to ensure product quality and delivery within Agile phases, that resulted in enhanced monitoring capabilities for over 300 kiosks. Tools and frameworks: Java, Kafka

I V Á N R Á K I N Education Details

Frequently Asked Questions about I V Á N R Á K I N

What company does I V Á N R Á K I N work for?

I V Á N R Á K I N works for Butterfly Network

What is I V Á N R Á K I N's role at the current company?

I V Á N R Á K I N's current role is Customer Success Professional | Technical Support Expert | Software Engineering Consultant | Greater Vancouver Metropolitan Area.

What schools did I V Á N R Á K I N attend?

I V Á N R Á K I N attended Western Community College.

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