Martin Nikolaev Email and Phone Number

•Acts as the voice of the customer in strategic decisions, especially in regard to future product development. •Project management•Providing efficient customer service support by effectively acting as a single point of contact to the customer•Provide timely support to clients regarding technical issues through written communication via a ticket system, e-mail, Zoom & Google Meet (upon scheduled callback)•Performing initial and some more complex troubleshooting with the aim to resolve•Compile and analyze customer requirements to give the best advice and resolve their query•Effective management of client’s expectations.•Prepare the needed documentation (Project Agreements and Tasks) in proper format as per the internal procedures and policies;•Propose solution approach and business process changes to be made as part of the implementation of solution;•Serves as a direct representative of the business with delivery teams (developers, QA), representing/reinforcing the customers' perspective throughout the product realization cycle•Work with cross-functional teams to ensure quality throughout the software development lifecycle•Document cases and key takeaways and contribute to the development of an internal knowledge base to improve the customer service•Participate in software testing, detection, and bug reporting•Conducting manual test activities (scripting, execution, raising bug reports)•Identify, analyze and document bugs in the functionality•Perform thorough regression testing when bugs are resolved;

• Writing logical test cases• Designing, implementing, and performing manual tests• Monitoring and logging data to support bug reports.• Managing the bug lifecycle (reporting, tracking, escalation, verification) using bug-tracking tools, ensuring bugs are fixed and documented• Identifying weaknesses in testing processes and suggesting practical solutions.• Prepare and verify internal knowledgebase articles

• Providing Customer support via a ticket system and online via Zoom or Skype (upon scheduled callback)• Account and project management of client websites• Bug reporting • QA proofing (manual testing)• Everyday communication with the developer's team regarding custom modification requests and bugs • Everyday communication with the company CEO and CTO to ensure all customer-related processes are going smoothly

• Handle reservations and advise partner agencies on availability via email or phone. • Monitor and optimize allotment or guaranteed units, ensuring efficient utilization. • Prepare detailed monthly reports to track performance and trends. • Analyze market dynamics to identify opportunities for improving partner profitability. • Collaborate with the marketing team by providing insightful data to support campaigns and strategies. • Calculate reservation costs, including net and sales values, for accurate financial reporting. • Maintain and update data in online B2B systems to ensure accuracy and accessibility. • Retrieve and analyze data from online B2B systems to inform decision-making.

• Setting up RTB campaigns for various premium publishers• Building daisy chains with several SSPs, Ad Servers and Ad Exchanges• Optimizing campaigns as necessary to maximize CPM and fill rate• Solving client issues promptly

•Provide training and mentorship to junior reception staff, fostering skill development and operational excellence.•Facilitate smooth guest check-in and check-out processes, ensuring a positive first and last impression.•Respond to guest requests efficiently, creating a welcoming and enjoyable stay experience.•Manage billing and account processes accurately, maintaining operational efficiency and customer satisfaction.