Vlada Klimova Email & Phone Number

United States

• Direction of the recruitment process and management of a remote technical support team.• Proficiency in utilizing industry-standard tools such as Jira, Zendesk, and Confluence to optimize workflow processes and enhance documentation.• Analytics Implementation to refine customer support workflows, boosting customer experience and operational efficiencies.• Consistent alignment of team objectives with organizational goals, achieving a Customer Satisfaction (CSAT) score above 96%.• Successful leadership of cross-functional projects, notably improving the customer onboarding process to increase user adoption and satisfaction.

United States

• Applied expert-level knowledge of RESTful APIs to diagnose and resolve technical issues• Created and maintained customer-facing documentation (over 100 articles) that was powered by Zendesk• Designed and executed customized demo sessions to facilitate user education and adoption• Streamlined communication and support processes using Zendesk, ensuring clear and accessible technical assistance.

United States

• Respond to customer inquiries via email, and live trouble-shooting sessions• Troubleshooting of Tier 1 and Tier 2 technical issues, guiding customers through detailed problem-solving processes.• Used CRM systems and support tools such as Zendesk and Hubspot to manage customer interactions seamlessly.• Managed escalations to Product and Development Teams via Jira • Contributed to internal and external documentation

Moscow, Moscow City, Russia

• Identified and resolved technical issues by analysing Kibana logs, and utilising RESTful API requests • Investigated technical issues and collaborated with Development and ProductTeams to find resolution• Interacted with customers through video-calls and email to provide timely andaccurate assistance• Worked closely with internal teams such as product development, engineering, andcustomer success

Shenzhen, Guangdong, China

• Developed and deployed interactive and tech-enhanced lesson plans, emphasizing the integration of LMS to track educational outcomes.• Utilized diverse educational technologies to cater to varied learning needs and styles, preparing for scalability in EdTech environments.

Moscow, Moscow City, Russia

• Engaging with customers through email, chat, or social media to assist with theirinquiries or feedback.• Providing support to customers in the booking process, including assisting with appnavigation, resolving booking issues• Addressing and resolving customer complaints related to service delivery, driverbehavior, billing discrepancies, and other issues in a prompt and professionalmanner.

Москва, Россия

• Communication with customers through various channels such as phone, email, or chat to provide initial assistance and troubleshoot technical issues. • Resolution of basic technical problems, escalation of more complex issues to higher support tiers as needed.• Maintenance of the unique Rocketbank tone of voice in every conversation.• I improved employee onboarding guides and became a mentor.

Bachelor'S Degree, Journalism

Although I decided to choose a different career path and explore project management later on, I'm extremely grateful for the experience I.

Bachelor'S Degree, Project Management

Over the course of studying, I learned how to understand the methodologies and techniques for effective project planning, scheduling.