Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Bohdan Tsilitskyi

Seattle,WA

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

10
10
years of professional experience

Work History

Freelance Web Manager

3Shape
06.2024 - Current
  • Collaborating with business stakeholders to ensure web requests are delivered on time and aligned with best web practices and brand guidelines;
  • Managing and communicating the progress of web-related projects and content updates; coordinating approval workflows for campaigns and requests with stakeholders;
  • Building and publishing content using content management systems and integrated third-party tools to deliver engaging and optimized web experiences;
  • Implementing website updates — including but not limited to components, landing pages, and campaign content — both within and outside the CMS;
  • Troubleshooting and resolving website issues in a timely manner, including identifying bugs, broken links, or content display problems;
  • Coordinating translation workflows for multilingual content, especially for platform-specific projects and localized assets;
  • Coordinating cross-functional input for web initiatives;
  • Testing web content for accuracy, functionality, and formatting across browsers and devices before publishing.

Support Department Implementation Manager

Kauri One
01.2024 - 05.2024

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

Sales Account Manager

Banner Aircarft International
11.2023 - 12.2023

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.

R&D Domain Coordinator (Software Delivery Manager)

Wirex ltd
08.2022 - 12.2022

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

Customer Support Legion Lead

Wirex ltd
11.2019 - 07.2022

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

B2B Client Support Representative

Wirex ltd
01.2019 - 10.2019

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

Customer Support Shift Lead

Wirex ltd
12.2017 - 12.2018

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

Technical Translator

Epos PJSC
01.2016 - 12.2017

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

Education

Master of Arts - Teacher of Foreign Languages (English, German)

State Pedagogical University
06-2015

Skills

  • Scrum/Kanban/Scrumban
  • Agile Project Management
  • SDLC knowledge
  • Leadership & Team Management
  • Remote Team Management
  • Project Management
  • Blockchain technology
  • CRM Jira/Confluence
  • Zendesk/Freshworks
  • Software implementation
  • Data migration
  • Project leadership
  • Project coordination
  • User support
  • Project planning
  • Task prioritization
  • Project lifecycle management
  • Problem-solving
  • Excellent communication

Languages

English
Full Professional
Ukrainian
Native or Bilingual
Russian
Native or Bilingual
German
Limited Working

Timeline

Freelance Web Manager

3Shape
06.2024 - Current

Support Department Implementation Manager

Kauri One
01.2024 - 05.2024

Sales Account Manager

Banner Aircarft International
11.2023 - 12.2023

R&D Domain Coordinator (Software Delivery Manager)

Wirex ltd
08.2022 - 12.2022

Customer Support Legion Lead

Wirex ltd
11.2019 - 07.2022

B2B Client Support Representative

Wirex ltd
01.2019 - 10.2019

Customer Support Shift Lead

Wirex ltd
12.2017 - 12.2018

Technical Translator

Epos PJSC
01.2016 - 12.2017

Master of Arts - Teacher of Foreign Languages (English, German)

State Pedagogical University
Bohdan Tsilitskyi