Vasilisa Wilczek Email & Phone Number

New York, New York, United States

• Taking ownership of research and development tasks from start to finish.
• Keeping requirements up-to-date and accurate; assisting in updating and maintaining product area descriptions.
• Participating in documentation reviews for both my areas of ownership and the areas of fellow analysts.
• Contributing to product backlog grooming sessions by preparing detailed task descriptions.
• Highlighting potential implementation challenges during feature discovery.
• Providing feedback to stakeholders and colleagues to ensure clear communication and task transparency.

New York, New York, United States

• Processed requests from clients and escalations from SL1 team members
• Conducted bug investigations and performed manual testing of the product
• Analyzed logs and audit trails to diagnose and resolve issues
• Provided on-site customer support, including setting up custom domains and landing pages
• Built and supported integration scenarios to streamline processes
• Delivered customer feedback to product, marketing, and development teams, ensuring clients were heard

London, England, United Kingdom

• Hired, onboarded, and led L1 Support Team
• Optimized processes to improve customer experience
• Developed guideline documentation to ensure consistency and accuracy in support responses
• Planned and monitored tasks for both L1 and L2 teams
• Created performance and analytics reports to track team progress
• Scheduled shifts for both L1 and L2 teams to ensure 24/7 coverage

London, England, United Kingdom

• Responded to customer queries in a timely and accurate manner through email and social media platforms
• Developed FAQ section articles and front-end part to improve self-service support options
• Managed community support on social media platforms (Facebook, Instagram)
• Resolved disputes with payment processors (PayPal, Stripe)
• Created performance and analytics reports to track team progress
• Collected and analyzed user feedback to identify areas for improvement

Strovolos, Nicosia, Cyprus

• Responded to customer inquiries through Zendesk, Intercom, Facebook, and other customer support platforms
• Informed customers about delivery status and resolved delivery issues
• Set up Zendesk Support macros, working schedules, and integrations
• Configured Confluence + Jira and kept the database up-to-date
• Created performance and analytics reports to track team progress
• Collected and analyzed user feedback to identify areas for improvement