Артём Семак - Резюме Customer Support

Employment History Product Manager, Biggiko, Minsk May 2023 — Present • Developing a clear and compelling vision for the product that aligns with the overall business goals; • Understanding the competitive landscape and identifying opportunities to differentiate the product; • Collecting and prioritizing product requirements from various stakeholders, including customers, sales, and engineering; • Creating and maintaining a product roadmap that outlines the key features and milestones for product development; • Overseeing the successful launch of the product, including marketing, sales, and support activities; • Guiding and mentoring other members of the product team; • Understanding the competitive landscape and identifying opportunities to differentiate the product. Customer Success Team Lead, BuzzGuru, Minsk May 2022 — May 2023 • Directing and inspiring a team of CSMs to achieve individual and team goals; • Monitoring team performance, providing feedback, and conducting regular coaching and performance reviews; • Fostering strong relationships with key customer stakeholders and acting as a trusted advisor; • Working closely with other departments (e.g., sales, product, marketing) to ensure a seamless customer experience and to advocate for customer needs; • Analyzing customer data to identify trends, areas for improvement, and opportunities for growth. Customer Support Team Lead, Biggiko, Minsk April 2018 — February 2022 • Responsible for prioritization, problem solving, supporting resource management, communication and risk management within assigned projects; • Provide specialists with timely feedback (positive and constructive) regarding their performance; • Manage and co-ordinate activities of assigned resources to execute projects per agreed programme timelines; • Assist in recruiting and development of support team as a whole; • Complaint management (Editing/statement/solution finding for negative customer feedbacks). Senior Support Specialist, Affise, Minsk May 2017 — April 2018 • Collaborating with other teams (e.g. sales, engineers, senior management) to address customers needs; • Gathering information on users` preferences, users` feedback for further improvements. Delivering internal reports on Support Team performance analysis; • Support Team-Users, Support Team-DEV Team communication analysis; • Acting as the main contact person for complaints and escalate issues as appropriate; • Had the pleasure of mentoring 2 new joiners in our team as part of their onboarding process. Support Agent/Game Master, Nival Network , Minsk January 2015 — December 2016 • Communication with EN/RU users via helpdesk tools – Kayako, ZenDesk. • Developing, actualizing and managing troubleshooter and FAQ pages. • Monitoring TOS, EULA violations, “banhammering”. • Gathering the information on the bugs and other issues; further communication with QA Team on these issues, maintaining created bugs via Jira

MITSO, Logistics

Communication Skills Fast Learner Analytics Customer Service Leadership and Teamwork

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Dynamic Product Manager with a decade of experience driving product vision
and strategy to align with business goals. Expertise in stakeholder engagement,
competitive analysis, and product roadmap development ensures successful product
launches and market differentiation. Proven ability to lead and mentor teams,
fostering a collaborative environment that prioritizes customer success and continuous
improvement. Committed to delivering exceptional results and enhancing customer
experiences through innovative product management