Paul S. Email & Phone Number

1. Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.2. Focused on understanding client needs and formulated accurate technical briefs for the development team.3. Monitored adherence to established deadlines and ensuring the quality of work delivered by the development team.4. Conducted regular product and new features demos with clients.5. Maintained high client retention rate by providing exceptional customer service and anticipating client needs.6. Increased company revenue by enhancing customer experience and fulfilling commitments in a timely manner.7. Negotiated contracts and maintained records.8. Built development plans and monitored their implementation.9. Teamed up with sales departments, technical support, and the development team.

Lutsk, Volyn, Ukraine

1. Managed a team of customer support representatives, ensuring consistent quality in service delivery.2. Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.3. Developed strong relationships with key clients, ensuring their ongoing loyalty and trust in the company''s services.4. Analyzed support metrics and performance data to identify opportunities for improvement and implemented changes accordingly5. Mentored new hires for seamless integration into the customer support team.

Lutsk, Volyn, Ukraine

1. Communicated with customers in chats, tickets and emails (up to 120-150 queries daily during high-load seasons).2. Driven sales by properly consulting clients on product and payment options with a positive, proactive attitude and in a timely manner (which result in significant sales growth).3. Lead customers all the way through the purchasing process applying an individual approach.4. Managed public customer reviews by monitoring feedback, responding on behalf of the company, and addressing concerns to maintain a positive brand image.5. Reported about bugs or issues to tech team.6. Coordinated my work with marketing team and reported about results to a project management.

Ukraine

1. Set, planned and implemented social media and communication campaigns and strategies.2. Provided engaging text, image and video content for all social media and professional accounts.3. Monitored, tracked and reported on feedback and online reviews.4. Collaborated with Marketing, PR and Communications teams.5. Attended weekly online meetings with head management and other team members to discuss operational and strategic marketing plans.6. Attended trainings on Marketing and Personal Development.

Lutsk, Volyn, Ukraine

1. Provided high-level online customer support via live chat and tickets, working in shifts across multiple projects.2. Managed support operations for four projects under Curacao and Malta licenses, utilizing the SoftSwiss platform.3. Consistently met all monthly KPI requirements.4. Earned the “Client’s Best Friend” achievement twice.5. Retained clients by employing psychological techniques and leveraging loyalty bonus systems.6. Assisted new customers with their initial purchases, including website navigation, registration, and the initial deposit process, while explaining key functionalities.7. Handled official email correspondence with users involved in suspicious financial activities or those requiring additional information by the security department.8. Verified client documents and personal information to ensure compliance with company verification requirements.

1. Managed basic office needs and ensured that all active offices had no obstacles to their effective and uninterrupted work.2. Tracked snack inventory in each office and replenished stocks as needed.3. Ensured the availability of hygiene products in each office.4. Organized the timely preparation and delivery of complex dinners when necessary.5. Coordinated all required provisions for offline conferences when planned.6. Prepared daily expense reports, detailing each item and attaching receipts.7. Ensured that there were no unreported expenses by the end of each month.

Lutsk, Volyn, Ukraine

1. Assisted buyers. 2. Managed merchandise.3. Operated a cash register.

Master'S Degree, Business Administration And Management, General, A

Bachelor'S Degree, Business Administration And Management, General, A (5.0)

Bachelor'S Degree, Accounting And Finance, A

Education record