Malvina Grigoryan Email & Phone Number

Yerevan, Armenia

• Leading a team of 10 - 15 direct reports composed of Customer Support Advocates and hold them accountable for meeting their job responsibilities,• Ensuring support cases are handled in a timely manner through monitoring case queues and assigning to team members as needed,• Acting as point of contact for other departments needing assignment of high priority support cases or assistance from support resources,• Acting as a primary escalation resource for support agents needing managerial assistance with customers,• Partnering with Support leadership to improve case quality and team efficiency by utilizing various tools at your disposals such as case QA, goal setting, optimizing workflows and more,• Developing team member professional skills through 1:1s, quarterly reviews, and spot training,• Maintaining awareness of product enhancements and company news,• Assisting in creation and maintenance of documentation on support processes and resources,• Monitoring team morale and ensure it stays at healthy levels

Yerevan, Armenia

• Assisted customers with all aspects of our software via phone, chat, email and screen-sharing sessions, with a primary focus on customer satisfaction,• Became a ServiceTitan product expert and helped both customers and coworkers succeed via knowledge sharing and identifying creative solutions to unique workflow needs,• Utilized Support tools such as the Salesforce Support Console to efficiently deliver a world class customer experience,• Worked closely with a diverse team to provide superior quality technical and maintain a positive environment,• Did troubleshooting and submitted bugs to our developers and acted as the primary driver from bug ticket creation through resolution,• Championed customer needs internally by providing feedback and communicating customer needs to internal stakeholders

Vilnius

• Handled day-to-day running of tasks such as validating the documents as per the validation rules provided by the money service license holder (Anti-money laundering check), ensuring high levels of productivity and progression;• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork;• Worked closely with business partners and teammates to maintain optimum levels of communication to effectively and efficiently complete projects;• Proved successful working within tight deadlines and a fast-paced atmosphere,• Resolved problems, improved operations, and provided exceptional service.

Lithuania

Yerevan, Armenia

Yerevan, Armenia

Master'S Degree, Innovation And Technology Management

Master'S Degree, Political Science And International Relations

Bachelor'S Degree, International Relations And Affairs

Education record