Alexey Kazartsev - Резюме Junior Project Manager

Yandex | Remote
Senior Social Media Support | 01/2019 - 07/2021

Provided exceptional customer service by carefully and efficiently solving problems and addressing technical issues.
Collaborated with the technical team to troubleshoot and resolve bugs, and successfully implemented Zendesk to improve the support process.
Demonstrated leadership skills by being promoted to Senior Support Employee within a year.
Aviasales | Remote
Customer Service Support Specialist (2nd-line) | 07/2021 - 07/2022

Identified and resolved customer issues by working with partners, including online travel agencies and airlines.
Conducted in-depth research to identify and troubleshoot technical errors in the system logs.
Assisted in the development of an internal knowledge base and managed employee scheduling to ensure efficient workflow.
Factcheck Team Lead | 07/2021 – 07/2022

Led a team of four members to establish efficient workflows and improve communication with other support departments.
Successfully reduced the error rate in communication between departments from 15.2% to 4.6% and internal workflow error rate from 5.2% to 0.7% within two months.
Premium Support Team Lead | 10/2021 – present

Manage a team of employees to deliver exceptional customer service and support.
Utilize Scrum methodology to improve team performance and drive results.
Successfully onboarded new team members and helped existing team members develop new skills, resulting in one team member achieving a new grade and another being promoted to Factcheck Team Lead.

Kuban State Government Univercity | Krasnodar
Information technology and communication systems engineer | 2018-2023
Took a gap and left Russia due to war. Only protection of my diploma left.

Coursera
Google Project Management Certificate | Jan 2023-Jun 2023

- Excellent communication skills, both verbal and written, with proficiency in B2B and B2C interactions.
- Demonstrated team management skills, including executing plans, prioritizing tasks, and problem-solving.
- Proficient in using support platforms, such as Zendesk, Usedesk, Freshdesk, and Angry.Space, with experience in setting up auto-rules and triggers.
- Experienced in using project management tools, such as Jira and Notion, to track project progress and optimize workflows.
- Proficient in reading code, including HTML and Python, and performing basic operations with them.
- Knowledgeable in basic accounting principles and network infrastructure, including building virtual networks with CISCO hardware.
- Strong analytical skills with a high level of initiative and responsibility.
- Adaptable and creative, with a continuous learning mindset.
- Fluent in English (B2+).PythonJira

Английский

- Proactive approach to problem-solving and ability to think outside the box to find creative solutions.
- Strong leadership skills with a collaborative approach to working with teams and stakeholders.
- Detail-oriented and highly organized, with the ability to prioritize and manage multiple tasks simultaneously.
- Positive attitude and ability to remain calm and focused in high-pressure situations.
- Excellent time-management skills with the ability to meet deadlines and deliver results.
- Strong work ethic and dedication to achieving goals.
- Empathetic and customer-focused, with a commitment to delivering exceptional service.
- Strong interpersonal and communication skills with the ability to build strong relationships with team members, stakeholders, and clients.