Customer Service / Support Specialist

I am a customer-focused professional with extensive experience in designing and improving customer support systems and communication workflows. I have strong written communication skills in both English and Russian, which enable me to effectively handle customer interactions across various platforms. My expertise lies in structured ticket handling, customer satisfaction tracking, and cross-team coordination to ensure seamless support operations.

Throughout my career, I have been dedicated to providing clear, fast, and solution-oriented responses in chat and ticket environments. I have successfully developed and implemented customer support communication scripts and workflows that enhance the overall customer experience. My approach focuses on reducing repeated requests by improving the clarity of communication.

I have worked closely with product and technical teams to resolve complex customer issues, ensuring that customer feedback is analyzed and used to identify areas for improvement. Additionally, I have experience in managing SLA and response times, complaint resolution, and developing FAQs and knowledge bases to support customer self-service.

My professional background includes roles as a Marketing Manager where I coordinated communication between support, sales, and marketing teams, improving customer journey touchpoints and supporting documentation and internal process improvements. I am proficient in using CRM systems, email platforms, analytics tools, Excel, Google Sheets, and various documentation tools to streamline support processes.

I am passionate about enhancing customer satisfaction and continuously improving support systems to meet evolving customer needs. I am confident that my skills and experience make me a valuable asset to any customer service or support team.