Serge Shevtsov Email & Phone Number

Key qualifications & responsibilities:- effectively managed a team of 5 senior members delivering advanced level of customer support (2nd line)- supervised exceptional performance and quality of service delivered by support agents- fostered friendly, kind and collaborative team atmosphere on 1-1 and team meetings- hired, trained, mentored and coached junior and senior customer service agents- managed an ambitious cross-functional project aimed at improving customer satisfaction as well as internal operational excellence involving stakeholders from the Engineering and Product teams- orchestrated and led ad hoc cross-functional operational initiatives assigned by higher managementKey achievements:- launched a brand-new process to monitor Engineering "reply SLA" improving engineers' response times to Support and making sure no requests fall through the cracks (result: 0% of tasks are missed)- launched a brand-new process to monitor Product "resolution SLA" for bugs escalated by Support (it's a recent update and we don't yet know by what % it improved the situation)- introduced 2 new metrics to evaluate Product & Engineering teams' success in resolving bugs escalated by Support: "reply SLA" and "resolution SLA" (now teams' performance can be transparently tracked, which was not possible before)- introduced a new approach to reduce Support tickets backlog (backlog reduced by ~20%)

Working on projects and with customers 50/50.Projects work:- led the departmental educational project: developed a new educational model that allowed to scale within a growing company and served as a framework for future model updates.- leading the cross-departmental project aimed to improve the operations Tier 2 Support, Enterprise Support and Engineering: developed a new process, enabled all stakeholders, created monitoring metrics, used company's own tool in a creative way to reduce the time of back-and-forth between Support and Engineering.- pioneered the culture and process of writing public postmortems (Root Cause Analysis), enabled peer colleagues on it.- led smaller operations projects (departmental and team-wide).Work with customers:- being a champion in analytics/BI scope and resolving related cases- resolved complex technical cases (API, SAML SSO, Azure AD, integrations, SCIM)- performing tickets QA for peer colleagues and sharing best practices on communication - successfully handling difficult conversations/frustration

Operational Work:- answering customers' queries via email (ticketing system)- handling Live Chats with customers- inbound calls from and outbound calls to customers - internal cooperation, following company standards- passing customers' feedback to the relevant department- handling unsatisfied and difficult customersProjects Work:- participation in company Hackathon event - leading a product project- managing educational initiatives for team members on both fronts: Tier 1 and Tier 2

Donetsk/Kiev, Ukraine

- Communication with customers via email- via phone- via Live chat- Helping customers evaluate with the product- Solving and managing conflicts- Running weekly reports on team's productivity- Cooperation with IT and Marketing team to promote the productWas promoted to the manager of customer support department (managing 3 teammates)

Ukraine, Donetsk

- Serving guests according to Ramada worldwide standards - Selling menu positions- Arranging banquets - Communicating with guests, chef, administrative staff- Solving and managing conflicts- Communicating with foreign guests (in English)

Ukraine, Donetsk

Distributing and pasting-up leaflets, public opinion polls

Usa, California

Social volunteer organization

Specialist, International Relations

English Language