Nikita Sinitsyn Email & Phone Number

Tbilisi, Georgia

Berlin, Germany

• Supervised 5 first-line support specialists, providing training, assistance, and feedback• Developed scripts and templates that reduced the average ticket processing time by 30%• Implemented Intercom and a response system using Telegram reactions for work chats, optimizing communication within the team

St Petersburg City, Russia

• Maintained request processing pipeline, ensuring swift and smooth workflow: uploading from the Service Desk of the City Monitoring Centre, creating tickets in Jira, broadcasting solutions, and transferring tasks to the field. Achieved high productivity by meeting KPI targets (over 50 requests daily)• Updated a database of over 6000 items in Microsoft Excel and Google Sheets on a daily basis, implemented data clearance and validation protocols, automated processes using Zapier to simplify reporting and minimize errors• Flashed and programmed RITM boards in accordance with project requirements and quality standards• Provided support and mentoring to 3 new employees, resulting in their successful completion of their intership in 1 month. The main communication tool within the team is Confluence• Developed a manual for setting up and maintaining the new alarm panels, making the implementation process simpler and easier to understand

St Petersburg City, Russia

• Responded promptly to emergency situations, including system blackouts, thereby reducing potential risks and minimizing downtime• Provided remote assistance to field engineers, handling at least 100 calls per day• Completed and updated the knowledge base in Notion, categorizing and describing all types of equipment used at the company’s sites• Participated in the development of the chatbot, supplementing and updating the database for it in Airtable. The implementation of the bot reduced the number of calls and decreased the duration of conversations with field engineers• Collaborated with the IT engineers to improve the company’s Service Desk

St Petersburg City, Russia

• Provided gentle support with high levels of customer satisfaction across all text-based communication channels (website and mobile app chat, social media, email) using Zendesk and Medialogy• Reduced average processing time in CRM from a day to a few hours• Resolved conflicts and retained customers in the most complex cases, including financial disputes• Actively participated in customer service conferences, presenting branch achievements and learning best practices• Created a collection of kitty cat GIFs to improve customer interaction and increase the virality of responses