Vasyl (Billy) Bratchenko Email & Phone Number

Responsibilities- Oversee constant improvement of customer support related standards, processes, and procedures across CS departments;- Establish, maintain and encourage customer care culture in the company;- Oversee training and assessment process for CS departments;- Lead and drive CS Management team to meet quality and other performance targets and expectations to contribute to a positive customer experience;- Develop team members providing coaching on areas of development and empowering ownership of problems through to resolution;- Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;- Encourage open communication between team members, suggesting and driving forward ideas on effective collaboration;- Carry out performance reviews (including quality control assessment);- Provide regular and constructive feedback to team members to help them develop, improve, and enhance their skills and knowledge, take appropriate corrective action when required;- Set goals for the team that are in line with the company goals, and ensure the required performance targets and deadlines are met;- Monitor and provide regular reports on department performance and other requirements;- Work on an optimal staffing model, estimate and plan department growth needs;- Delegate tasks and decisions and ensure the team is organized to complete them to the relevant standards;- Collaborate with peers and other departments to achieve company goals and optimize processes;- Oversee creation and maintenance of departmental documentation.

Responsibilities:- Lead and drive a team to meet quality and other performance targets and expectations to contribute to a positive customer experience;- Develop team members providing coaching on areas of development and empowering ownership of problems through to resolution;- Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;- Encourage open communication between team members, suggesting and driving forward ideas on effective collaboration;- Carry out performance review (including quality control assessment) of individual team members and a team as one unit;- Provide regular and constructive feedback to team members to help them develop, improve, and enhance their skills and knowledge, take appropriate corrective action when required;- Coach, mentor line managers and help them to properly manage their teams;- Coordinate the functionality of the department units in different geographical locations and ensure the same level of quality and compliance;- Collaborate on creation, development, and assessment of operational processes of the department and cross-departmental processes in CS Division;- Cooperate with CS Talent Development and HR on staff development to improve the quality of staff hiring and educational process;- Set goals for the team that are in line with the department and company goals, and ensure the required performance targets and deadlines are met;- Monitor and provide regular reports on team progress and performance and other requirements as required;- Work on an optimal staffing model, estimate and plan department growth needs;- Collaborate with peers and other departments to achieve company goals and optimize processes;- Establish, manage and constantly improve customer support standards, processes and procedures within the customer support department;- Oversee, establish and maintain departmental documentation.

Responsibilities- Provide general supervision of the shift to ensure all systems and processes are running smoothly;- Organize and manage the workflow on shifts, including balancing the workload;- Ensure productive workflow and comfortable working conditions for each CS Specialist on shift;- Maintain a productive environment, motivate and inspire team members;- Facilitate problem solving and resolve conflict situations;- Be an escalation point for clients, determine and approve exceptions;- Communicate customer feedback to the corresponding departments/staff in order to develop processes for better serving customers;- Develop and maintain in-depth product knowledge;- Maintain reports on shift performance as required;- Report and escalate issues and incidents based on guidelines;- Assist with updating external client knowledgebases, as well as internal departmental documentation as required;- Be engaged in continuous training and self-education;- Collaborate with peers and other departments to achieve the company goals.

Responsibilities:- Maintain trainees' operational working places (in collaboration with CS Operations and the corresponding CS Department staff);- Organize the newbies' everyday load;- Provide wards with the resources and materials according to training purposes;- Plan, organize, contribute to and assess the trainees’ SME level growth and report the dynamics;- Contribute to developing in trainees the expected attitude towards both the external and the internal client;- Promote corporate values showing the example of how employees can contribute to the company’s success;- Show a model behavior and attitude in terms of corporate and departmental policies;- Motivate trainees providing contribution to their job satisfaction;- Maintain the own level of SME and corporate knowledge;- Provide feedback on:* the efficiency and effectiveness of corporate procedures and policies, their implementation and improvement;* trainees and / or employees participating in trainings;* supervision process within a particular group;* methods and approaches used in the current supervision process in general.- Collaboration with CS Division Staff to achieve the goals set for the training and talent development activities and meet the corresponding requirements;- Cooperation with other CS departments to achieve set objectives in correspondence of the company and CS Division strategy;- As a part of the team, participate in preparation, development, delivering and evaluation of training activities;- Contribute to development of departmental processes and supporting documentation;- Participate in cross-departmental activities within CS Division aiming to analyze, improve and develop the existing processes of talents education, evaluation and contributing into talents evolution or create and implement the missing ones.

• Working with customers in chats/tickets and providing technical assistance.• Monitoring and responding to tickets, monitoring alerts, and general inquiries from internal and external customers.• Working in close ranks with technical team to effectively and efficiently resolve customer issues.• Communicating with shift replacement personnel on any and all outstanding and escalated issues.• Working on detailed documentation of the technical troubleshooting and issue resolution within the company system.• Effectively troubleshoot issues and resolve problems related to server operating systems (CloudLinux, CentOS), core application stacks (Apache, MySQL, etc.).• As a trusted adviser create and maintain effective customer relationships – with customer satisfaction as the ultimate goal.• Maintain the technical/physical integrity of customer solutions.• Work with management to establish or revise procedures and processes as necessary.• Maintain a working knowledge of all products, processes, and systems. • Perform other duties as assigned.

Responsibilities- Oversee constant improvement of customer support related standards, processes, and procedures across CS departments;- Establish, maintain and encourage customer care culture in the company;- Oversee training and assessment process for CS departments;- Lead and drive CS Management team to meet quality and other performance targets and expectations to contribute to a positive customer experience;- Develop team members providing coaching on areas of development and empowering ownership of problems through to resolution;- Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;- Encourage open communication between team members, suggesting and driving forward ideas on effective collaboration;- Carry out performance reviews (including quality control assessment);- Provide regular and constructive feedback to team members to help them develop, improve, and enhance their skills and knowledge, take appropriate corrective action when required;- Set goals for the team that are in line with the company goals, and ensure the required performance targets and deadlines are met;- Monitor and provide regular reports on department performance and other requirements;- Work on an optimal staffing model, estimate and plan department growth needs;- Delegate tasks and decisions and ensure the team is organized to complete them to the relevant standards;- Collaborate with peers and other departments to achieve company goals and optimize processes;- Oversee creation and maintenance of departmental documentation.

Responsibilities:- Lead and drive a team to meet quality and other performance targets and expectations to contribute to a positive customer experience;- Develop team members providing coaching on areas of development and empowering ownership of problems through to resolution;- Work on staff motivation to ensure engagement of team members and their contribution when working on common goals;- Encourage open communication between team members, suggesting and driving forward ideas on effective collaboration;- Carry out performance review (including quality control assessment) of individual team members and a team as one unit;- Provide regular and constructive feedback to team members to help them develop, improve, and enhance their skills and knowledge, take appropriate corrective action when required;- Coach, mentor line managers and help them to properly manage their teams;- Coordinate the functionality of the department units in different geographical locations and ensure the same level of quality and compliance;- Collaborate on creation, development, and assessment of operational processes of the department and cross-departmental processes in CS Division;- Cooperate with CS Talent Development and HR on staff development to improve the quality of staff hiring and educational process;- Set goals for the team that are in line with the department and company goals, and ensure the required performance targets and deadlines are met;- Monitor and provide regular reports on team progress and performance and other requirements as required;- Work on an optimal staffing model, estimate and plan department growth needs;- Collaborate with peers and other departments to achieve company goals and optimize processes;- Establish, manage and constantly improve customer support standards, processes and procedures within the customer support department;- Oversee, establish and maintain departmental documentation.

Responsibilities:- Maintain trainees' operational working places (in collaboration with CS Operations and the corresponding CS Department staff);- Organize the newbies' everyday load;- Provide wards with the resources and materials according to training purposes;- Plan, organize, contribute to and assess the trainees’ SME level growth and report the dynamics;- Contribute to developing in trainees the expected attitude towards both the external and the internal client;- Promote corporate values showing the example of how employees can contribute to the company’s success;- Show a model behavior and attitude in terms of corporate and departmental policies;- Motivate trainees providing contribution to their job satisfaction;- Maintain the own level of SME and corporate knowledge;- Provide feedback on:* the efficiency and effectiveness of corporate procedures and policies, their implementation and improvement;* trainees and / or employees participating in trainings;* supervision process within a particular group;* methods and approaches used in the current supervision process in general.- Collaboration with CS Division Staff to achieve the goals set for the training and talent development activities and meet the corresponding requirements;- Cooperation with other CS departments to achieve set objectives in correspondence of the company and CS Division strategy;- As a part of the team, participate in preparation, development, delivering and evaluation of training activities;- Contribute to development of departmental processes and supporting documentation;- Participate in cross-departmental activities within CS Division aiming to analyze, improve and develop the existing processes of talents education, evaluation and contributing into talents evolution or create and implement the missing ones.

• Working with customers in chats/tickets and providing technical assistance.• Monitoring and responding to tickets, monitoring alerts, and general inquiries from internal and external customers.• Working in close ranks with technical team to effectively and efficiently resolve customer issues.• Communicating with shift replacement personnel on any and all outstanding and escalated issues.• Working on detailed documentation of the technical troubleshooting and issue resolution within the company system.• Effectively troubleshoot issues and resolve problems related to server operating systems (CloudLinux, CentOS), core application stacks (Apache, MySQL, etc.).• As a trusted adviser create and maintain effective customer relationships – with customer satisfaction as the ultimate goal.• Maintain the technical/physical integrity of customer solutions.• Work with management to establish or revise procedures and processes as necessary.• Maintain a working knowledge of all products, processes, and systems. • Perform other duties as assigned.

Master Of Engineering (Meng), Faculty Of Transport Operation Control

Bachelor Of Technology (Btech), Faculty Of Transport Operation Control