Irina Nikolich - Резюме I am looking for a remote job as a support manager/customer success. I will also consider offers for the position of junior PM.

5 years of experience in tech support, including 2 years in team lead position. Proficient in organizing the remote work of an average-scale team (up to 60 members). Deep understanding of what a good service is. I can build remote client service through email and rapid response channels (chats). By now: - Managing a small remote team (60 members) in 5 different products; - Trained 15 people to a position of lead support; - Helped two team members grow to the Team Lead position in adjacent products; - Restored the work of the 1st, 2nd and 3rd lines in a product assigned to me in an “on hold” state; - Internal quality control. Achieved an increase in number of user ratings by 3 times. Increased the average rating of products by 7-9%; - Working with SLA and FRT. Increased chat SLA from 40% to 60% and FRT from 20% to 70% in a month since the channels were opened; - Cooperating with managers and developers; - Investing in improving the processes behind user support and operation teams cooperation. Organized an emergency response chat. Detected and fixed the workflow deficiencies (such as lack of task form, bugs reported to the wrong queue, lack of necessary accesses) with the help from manages. Actualized service documentation for both users and support members. - Flexible in responding to any external changes in the current worldwide crisis. Quick in conveying the necessary information to the team. Currently, support members can quickly (in less than 20 minutes form the first reports) deliver any signals about an unusual behavior of our services seen by users. - Hiring new members to my team, doing interviews. Can perfectly understand who and with which skills I need. Less than 10% employee outflow; - Making monthly and weekly reports on incoming workload, SLA and created tasks. - Proficient in wiki-markup, filling up internal recourses with information.

2008 - 2013 Southern Federal University Specialist, State and municipal administration

OTRS Yandex.Tracker Basic HTML Wiki-markup B2 English Team Building Hiring Leadership Mentoring Organizational skills

-

I like to travel, read business literature, plants, rolls and tomato juice :)