Bohdan Tsilitskyi

Company Overview: fintech

• Set up a support department from scratch
• Integrated with CRM software (Zendesk)from scratch;
• Configured of chat and ticket setting in Zendesk (channels of communications, rules, automations, routing, chat widgets etc);
• Worked with different departments including Front and Backend teams for smooth installation of ZD;
• Maintained and perfected FAQ website interface including writing, deploying, updating, revamping Help articles;
• Handled customer queries in tickets and chats in English & Russian/Ukrainian;
• Conducted business communication with third parties;
• Communicated with B2B clients on status of projects and tasks to be completed/features to be developed/revamped

Company overview: Retailing of aircraft components and parts

• Established and secured effective relationship with the customers, identifying their needs and goals to ensure the most profitable cooperation;
• Built connections with suppliers with an aim to achieve a long-term collaboration;
• Conducted business negotiations (phone calls/e-mails);
• Arranged for a variety of transactions (outright/exchange/leasing/repairing) with suppliers;
• Researched the market for best equipment solutions;
• Prepared commercial quotes/contracts/shipment documentation on delivery of goods;
• Provided monthly reports to management on quotations made & deals concluded.

Company Overview: fintech

• Led Fiat and Card teams;
• Ran and improved delivery processes including sprint/release planning, backlog grooming, prioritization, deployment procedure, assessment & betterment of team performance;
• Planned team routine, controlled, led and updated communication, maintained project documentation on Confluence;
• Facilitated team meetings, delivered status reports, resolved issues, drove feedback, and cultivated open communication within the teams;
• Incident management related to card/fiat transactions & coordination of their resolution process;
• Motivated team members to work together in the most efficient manner;
• Worked closely with business stakeholders to keep everyone informed on the state of delivery;
• Supported new tools, systems or infrastructure evaluation and implementation

Company Overview: fintech

• Managed a chat support team up to 30+ members along with phone support team of 8 agents (interviewing, onboarding, work assessments, one to one meetings);
• Developed, launched and maintained of new processes and branches of communication with customers (phone support, chat support);
• CRM optimization: set up chat and ticket communication guidelines, quality assurance;
• Worked with product team, developed product requirements based on customer reviews and user actions;
• Handled financial related user enquiries;
• Worked on optimization to improve CSAT and public reviews about the company;
• Maintained FAQ website interface including writing, deploying, updating, revamping Help articles

Company overview: fintech

• Introduced B2B segment in Support Department from scratch;
• Set up B2B ticket queues in Zendesk;
• Introduced Wirex clients to B2B segment and processed their cases starting from verification up to account closure;
• Created guides on B2B segment in admin panel and on resolution of B2B customer cases on Confluence;
• Inducted new agents and briefing them on specifics of B2B segment - "how to";
• Closely interacted with Product Department on B2B segment - account owner verification, UI/UX, payment methods, crypto transactions etc Development of B2B customer branch into a separate team within Support Department

Company Overview: fintech

• Performed duties of senior support agent of the chat subteam and entire department, namely:

- Assisted teammates with aggressive/difficult customers

- Processed corner cases;

- Interacted with accompanying departments;

- Monitoring and reporting product issues along the shifts;

• Responded to requests via online chat in English;
• Composed of support articles meant for customer supports' understanding of the workflow of each specific issue;
• Followed up on cases of dissatisfied users

Company Overview: industrial equipment

• Conducted negotiations on Skype conferences/oral (translation from Russian/Ukrainian to English & vice versa);
• Executed Oral/written translation of technical documentation (from Russian/Ukrainian to English/German & vice versa);
• Kept in touch with company's foreign and local partners (phone calls, Skype conversations, etc)
• Translated Power Point presentations to English from Russian/Ukrainian & vice versa;
• Held business correspondence via email with company's foreign partners;
• Prepared/composed commercial contracts and other accompanying documentation on equipment supply (English, Ukrainian, Russian & German languages);
• Took business trips abroad/around Ukraine for negotiations;
• Arranged preparations for exhibitions & meetings with company's foreign partners