Hi there! I'm a Technical Account Manager with a passion for using technology to solve real-world problems. I've been in this role for less than a year, but I have a wealth of experience in customer support, including as a specialist and team lead. In my current role, I manage the integrations of our clients, ensuring that their technical needs are met and their experiences are positive. I leverage my strong communication and mentoring abilities to build lasting relationships with clients, and I'm always happy to lend a hand when needed. When I'm not working on tech-related projects, I enjoy sharpening my poker skills or planning my next big adventure. Traveling is one of my favorite pastimes, and I love immersing myself in different cultures and experiences. If you're seeking a dedicated professional who is passionate about technology and committed to delivering exceptional results, let's connect! I'd love to hear more about your organization's goals and challenges, and explore ways that I might contribute to your success.
Experience: 5 years
Yearly salary: $32,000
Hourly rate: $0
Nationality: 🇧🇾 Belarus
Residency: 🇧🇾 Belarus
Experience
B2B Support Team Lead
CoinsPaid 2021 - 2023
Led the day-to-day operations of the integration & support team, driving process improvements and enhancing customer support services. Demonstrated managerial leadership by overseeing recruitment, onboarding, evaluations, and disciplinary actions, ensuring a high-performing team aligned with company objectives. Acted as a mentor to the support team, delivering tailored coaching and training initiatives that boosted technical skills and customer service expertise, resulting in improved team performance and reduced customer complaints. Served as the primary point of contact for technical escalations, deftly resolving intricate issues and maintaining a high issue resolution rate. Collaborated in creating and continuously refining team KPIs and SLAs. Led the development and ongoing updates of support documentation and internal/cross-department processes, streamlining operations and minimizing errors.
Integration and Support Manager
CoinsPaid 2021 - 2021
Developed and implemented efficient integration workflows, reducing client onboarding time and improving integration timelines. Provided proactive technical support, quickly resolving issues and maintaining high client satisfaction. Analyzed and presented client feedback to influence product enhancements and drive retention. Conducted comprehensive product demonstrations, educating clients on features and functionalities, resulting in increased adoption and product understanding.
Customer Support Team Lead
Livestream Ltd 2019 - 2021
Successfully led the customer support team, consistently meeting and exceeding quality standards and productivity targets through proactive performance optimization and motivation. Achieved an increase in customer satisfaction ratings. Played a key role in talent acquisition efforts, successfully recruiting and onboarding highly skilled team members who seamlessly integrated into the team, enhancing its overall capability and efficiency. Fostered strong cross-functional collaboration between teams, facilitating the quick and effective resolution of complex customer issues. Streamlined communication processes, establishing efficient channels and procedures that enabled rapid and accurate responses to customer inquiries. Achieved a significant reduction in response times and an improvement in overall customer satisfaction.
Customer Support Specialist
Livestream Ltd 2018 - 2019
Actively managed customer requests, questions, and complaints across various support channels, ensuring timely and satisfactory resolutions and exceeding customer satisfaction expectations. Proactively analyzed customer expectations and recurring issues, identifying opportunities to enhance service quality and address common concerns before they became major issues. Took ownership of service quality assurance, actively identifying and reporting service malfunctions to ensure prompt resolution of technical issues and minimize customer disruptions. Processed customer payments with accuracy and speed, ensuring secure and convenient financial transactions that bolstered customer trust.
Skills
account-manager
ai
api
fintech
integration
python
sql
customer-support