Yurii Vishtal

I believe that backlog of requests is created by a product not by agents.

Great experience in customer support.
From agent to head.
Self-motivated and aimed at team work.

Email: [email protected]

  Kyiv, Ukraine, 02000        

Work Experience


Head of Customer Support Department

CEX.IO

February 2020 - Present
Kyiv, Ukraine

Responsibilities:

- KPI development, implementation and control
- Managing 4 teams of customer support: First Line Support, Finance Support, Compliance Support and Social Stream
- Communication with marketing, development and higher management with the aim to improve product based on customers feedback
- Zendesk setup and administration
- Managing automation and triggering rules of Zendesk
- Quality implementation and development
- Intercom setup and administration
- Passing feedbacks about bugs to developers via Jira
- Budget planning and staff costs

Supervisor

cex.io labs

June 2017 - February 2020

Kyiv, Ukraine

Responsibilities:

- KPI development, implementation and control
- Managing 20 agents working 24/7 shifts
- Quality control and development
- Passing feedbacks about bugs to developers via Jira
- Communication with VIP customers via phone, chats and emails

Customer Support Agent

Flyhacks.com

May 2016 - February 2017
Kyiv, Ukraine

Responsibilities:

- solving customers requests via emails and phone calls;
- booking additional services
- airline tickets booking via GDS

Customer Support Agent

Kiwi.com

January 2015 - May 2016
Kyiv, Ukraine

Responsibilities:

- solving customers requests via chats, phone calls and emails

English - Ukrainian Interpreter

National Academy of Agrarian Sciences of Ukraine

May 2011 - February 2014
Kyiv, Ukraine

Kiev
Worked as interpreter for international delegations

Interpreter

Agrarian University

January 2010 - May 2011
Kyiv, Ukraine

Sumy Region, Ukraine

Worked as interpreter for International delegations

Skills

Languages


  • Customer Service
  • Team Work
  • Motivated
  • Microsoft Excel
  • Microsoft Office
  • LinkedIn
  • Jira
  • Attlassian
  • Zendesk
  • Intercom
  • Customer support quality control
  • Word
  • powerpoint

  • English — Fluent
  • German — Beginner
  • Ukrainian — Native or Bilingual
  • Russian — Native or Bilingual

Education

2011 - 2013

Kyiv National Economic University

Master's degree Finance

2006 - 2011

Kyiv National Linguistics University

Master's degree English Language Interpretation and Translation

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