Support Specialist | Customer Service | Training

I am Maslennikov Valeriy, a dedicated Support Specialist with a strong focus on customer service and training. I have extensive experience handling customer inquiries across multiple channels, including phone and chat support, ensuring that clients receive timely and effective assistance. My role involves resolving issues related to accounts, transfers, card services, and general banking processes, often working one-on-one with clients to clarify and solve complex situations.

Currently, I work at T-Bank where I manage a high volume of communications, exceeding 2,000 interactions per month, with an average call duration of over five minutes. I also assist the department manager with various administrative tasks and documentation, contributing to the smooth operation of the team.

Training and mentoring new team members is a key part of my responsibilities. I provide onboarding guidance, monitor communications, and offer follow-up corrections to ensure quality and consistency in customer interactions. I also support junior colleagues by answering their questions and guiding them through difficult cases.

I am proficient in using AI tools such as ChatGPT, Notion AI, MS Copilot, Google Gemini, Zapier, and Claude to enhance productivity and streamline support processes. My language skills include native Russian and intermediate English (B2 level), enabling me to communicate effectively with a diverse client base.

Currently, I am pursuing a Bachelor’s Degree in Information Technology at MGOTU in Korolev, Russia, specializing in High-Performance Computing and Telecommunication Intelligent Systems and Complexes, with an expected graduation date in May 2027. I am committed to continuous learning and professional growth in the customer support and IT fields.