Nikita Kretov Email & Phone Number

Saint Petersburg, Ru

Saint Petersburg, Ru

Cyprus

A Cyprus-based IT startup providing SaaS solutions for affiliate program management and digital marketing. My Responsibilities:— Providing efficient and proactive customer oriented online chat support via Telegram messenger and Skype.— Resolving high volumes of customers’ requests in a timely and efficient manner. — Creating new users and groups in CRMs. — Setting up accounts and sets of rules/accesses/permissions. — Creating tickets in Zendesk and Jira. —… Show more A Cyprus-based IT startup providing SaaS solutions for affiliate program management and digital marketing. My Responsibilities:— Providing efficient and proactive customer oriented online chat support via Telegram messenger and Skype.— Resolving high volumes of customers’ requests in a timely and efficient manner. — Creating new users and groups in CRMs. — Setting up accounts and sets of rules/accesses/permissions. — Creating tickets in Zendesk and Jira. — Setting up CRM integrations and flows. — Creating step-by-step setup guides for customers. — Troubleshooting, reproducing, and escalating complicated bugs to the developers. — Advocating for customers’ needs and requests to the devs and product.— Maintaining FAQs and KBs. — Creating and maintaining internal data reports. Show less

Helsinki, Uusimaa, Finland

AppFollow is an internet marketing platform based in Helsinki, Finland. It provides ASO tools and analytics for managing reviews, ratings, and competitor monitoring in mobile apps.My Responsibilities:— Providing exceptional troubleshooting and technical support for B2B customers, ensuring prompt resolution of product or service-related issues and maintaining high customer satisfaction.— Conducting Zoom calls with customers to deliver personalized assistance, address… Show more AppFollow is an internet marketing platform based in Helsinki, Finland. It provides ASO tools and analytics for managing reviews, ratings, and competitor monitoring in mobile apps.My Responsibilities:— Providing exceptional troubleshooting and technical support for B2B customers, ensuring prompt resolution of product or service-related issues and maintaining high customer satisfaction.— Conducting Zoom calls with customers to deliver personalized assistance, address concerns, and deliver engaging product demonstrations.— Acting as a key liaison between customers and internal teams, effectively escalating complex cases and facilitating cross-team communication using tools such as Jira, Slack, and Zoom.— Creating and maintaining comprehensive guides and articles in external and internal knowledge bases, enhancing customer self-service capabilities and facilitating efficient issue resolution.— Collaborating with the product team and developers, efficiently advocating for customer requests and providing valuable insights to drive continuous improvement and innovation.— Playing an integral role in the hiring process, conducting interviews for support candidates and actively contributing to the onboarding of new team members.— Managing ticket queues and live chats on Zendesk, ensuring efficient and timely ticket resolution while adhering to service level agreements (SLAs) and prioritization standards.By leveraging strong customer support skills, technical expertise, and effective communication abilities, I have contributed to the overall success of the customer support team, resulting in higher customer satisfaction and retention levels. Show less

San Francisco, California, United States

A chatbot software platform based in San-Francisco, the US. Marketing automation tools for Facebook Messenger, Instagram, WhatsApp, email and SMS. My Responsibilities:— Handling customer inquiries via FreshDesk ticketing system in English and Russian (mostly the US region);— Testing different automations and replicating issues;— Working with admin panel;— Doing basic troubleshooting;— Escalating technical issues to relevant departments;— Monitoring outage and… Show more A chatbot software platform based in San-Francisco, the US. Marketing automation tools for Facebook Messenger, Instagram, WhatsApp, email and SMS. My Responsibilities:— Handling customer inquiries via FreshDesk ticketing system in English and Russian (mostly the US region);— Testing different automations and replicating issues;— Working with admin panel;— Doing basic troubleshooting;— Escalating technical issues to relevant departments;— Monitoring outage and maintenance notifications from partners and backend teams;— Reporting bugs to the tech team;— Creating test websites, inserting ad codes via HTML;— Cooperating with other teams inside the company; Show less

London, England, United Kingdom

International fintech-startup (business banking service for British entrepreneurs based in London, the UK).My Responsibilities:— Handling inbound and outbound customers’ inquiries across multiple channels, including live chat, phone, email and social media;— Escalating technical, security and compliance issues to relevant departments on Atlassian Jira and Slack;— Managing outage and maintenance notifications from partners;— Proofreading product- and marketing-related… Show more International fintech-startup (business banking service for British entrepreneurs based in London, the UK).My Responsibilities:— Handling inbound and outbound customers’ inquiries across multiple channels, including live chat, phone, email and social media;— Escalating technical, security and compliance issues to relevant departments on Atlassian Jira and Slack;— Managing outage and maintenance notifications from partners;— Proofreading product- and marketing-related content;— Writing articles for internal and external knowledge bases;— Creating new customer saved replies and macros on Intercom chat platform and Zendesk ticketing system;— Testing backend releases;— Creating and administer Zendesk, Twilio and Intercom automations;— Maintaining team’s Atlassian Confluence spaces;— Interviewing candidates; — Guiding teammates and mentoring new hires; — Cooperating with the Head Office in London; — Meeting QA KPIs.Here are some projects I've completed:— Set up voicemail on Zendesk and Twilio;— Added integrations between Zendesk and Slack with push notifications for new tickets;— Created a Zapier automation updating Customer Support Officer’s Slack status when on duty;— Developed a trigger-based chat-tagging system;— Set up Twilio routing flow during after-hours. Show less

St Petersburg, St Petersburg City, Russia

Worldwide assistance coordination (mostly medical and roadside assistance) in a service company for insured persons under the insurance policy.My Responsibilities:— Handling incoming and outgoing phone calls, emails and SMS with clients and partners;— Logging new inquiries from customers into an internal CRM;— Proactively coordinating medical assistance for insured customers;— Cooperating with medical facilities and global partners all around the world via phone, fax… Show more Worldwide assistance coordination (mostly medical and roadside assistance) in a service company for insured persons under the insurance policy.My Responsibilities:— Handling incoming and outgoing phone calls, emails and SMS with clients and partners;— Logging new inquiries from customers into an internal CRM;— Proactively coordinating medical assistance for insured customers;— Cooperating with medical facilities and global partners all around the world via phone, fax and emails in English and Russian;— Translating medical documents from English to Russian;— Interacting with company’s medical department;— Filing documentation into the system (in both English and Russian);— Reporting and interacting with numerous insurance companies;— Training new hires. Show less