-Creating a Customer Support Department in the company's new project and organization of all the department's processes -Knowledge Base for the Department -Knowledge Base for customers to be posted on the website -Hired all the employees for the new team -Education and mentoring of the team -Testing of the employees -Monthly evalutation of the team's work (KPI) -Team management -Cooperation with the dev team -Refund requests from customers -Chargeback from customers

- English-speaking customers and partners - Level 2 and 3 requests from customers and partners - Management over Level 1-3 support teams - Schedule-making - Monthly department meetings - Instructions for the team regarding new processes - Improvement of communication between our team and other departments, finding better solutions for cross-department processes - Evaluation of the support team's work, KPI statistics - Team management in general - Promotion of team members and their skills and knowledge development - Structuring, forming and describing new processes for better work of the team and products of the company My main achievements: - Formed a fair schedule system for the team allowing to cover all current tasks with minimum stress - Formed a separate support team for a new project of the company and described all the processes for them - Re-made the process for one of the biggest tasks of our department - transactions monitoring, by adding a new tool and almost completely automating the process - Formed the criteria for chats and tickets evaluation and launched the new (and first ever in our department) monthly evaluation process based on these criteria - Appointed a person in charge for every big extra task such as refunds/compensations/canned responses/support knowledge base and taught them how to do it - Created a separate schedule for the extra tasks - Moved to a new chat system - Added tagging (categorisation) for customers' requests and described this process for the support team - Integrated customer support for 5 new products/features throughout the years, optimising the processes for these products’ support to the maximum - Created a knowledge base for the support team, with detailed descriptions of all our processes/terms, etc.

Technical support of clients, help with technical problems, connection between clients and other departments of the company.

Practice in testing, writing grammars for Tomita-parser

Philological Faculty, Computational Linguistics

Faculty of Philosophy, British and American Studies

Philological Faculty, Mathematical Linguistics

LT-PRO, English Language