MT4 manager
Kseniya Marachkina
Senior Customer Support Officer
Podgorica,Montenegro
Work Preference
Summary
I consider myself a proactive specialist who always strives to acquire new knowledge and techniques with strong problem-solving skills and excellent communication capabilities. In my career I have developed a wide spectrum of different competencies, related to the customer support and team management.
Overview
16
16
years of professional experience
4
4
Languages
Work History
Senior Customer Support Specialist
Forex Club International LLC
03.2021 - 04.2026
- Processing and provision of various department statistics.
- Creating a shift schedule for department employees.
- Quality control of work in various communication channels (calls, chats and tickets)
- Mentored junior team members, fostering professional growth and development within the department.
- Conducted regular performance reviews for team members, setting clear expectations and monitoring progress towards achieving goals.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- L2 Support - Financial Claim Resolution and Customer Compensation
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Served as an authoritative resource for colleagues seeking expert advice on complex technical problems or procedural guidelines.
- Collaborated with cross-functional teams to resolve product-related issues promptly, ensuring a seamless customer experience.
- Identified trends in customer feedback, proposing solutions for improvement in product offerings or internal procedures.
- Developed comprehensive training materials to improve team knowledge and performance in various areas of customer support.
Online Shop Manager
LLC Multimed Eurasia
01.2018 - 01.2020
- B2B and B2C sales
- Human resources management
- Export and import leading
- Legal support
- Website managing
- Logistics
- Process optimization
- Negotiations with foreign partners
Music Teacher and Director
State Primary School N426 Minsk
01.2015 - 01.2018
- Choir director
- Choreographer
- Children events organizer
Nurse Assistant in Operating Room
Public Hospital N6 Minsk
01.2010 - 01.2012
- Responsible for the maintenance of sterility during the operations
- Treatment of Limbs
- Injections
Education
Bachelor Degree - Political Studies and Law
BIP Institute of Law
05-2020
Diploma - Orchestra Conducting and Music Teaching
M. Glinka Minsk State Music College
01.2013
Skills
Problem-solving
Customer service excellence
Quality control
Ticket management
Workflow management
Escalation management
Complaint handling
Product knowledge
Multitasking and organization
Issue troubleshooting
SLA compliance
Customer relationship management (CRM)
Software
MT5 manager
Intercom
Salesforce
ELK(Kibana)
Mixpannel
Service Desk
Lucid
Languages
English
Advanced (C1)
Italian
Advanced (C1)
Belarussian
Advanced (C1)
Russian
Bilingual or Proficient (C2)
COMMUNITY INVOLVEMENT
Volunteer in Begoml Orphanage as musician and sponsor. Official recognition from Minsk Municipality as medical rescue operations member during the terrorist attack at Minsk Metro in 2011. Volunteer Event organizer of historical reenactments for children from Chehovshinsk Orphanage.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Support Specialist
Forex Club International LLC
03.2021 - 04.2026
Online Shop Manager
LLC Multimed Eurasia
01.2018 - 01.2020
Music Teacher and Director
State Primary School N426 Minsk
01.2015 - 01.2018
Nurse Assistant in Operating Room
Public Hospital N6 Minsk
01.2010 - 01.2012
Diploma - Orchestra Conducting and Music Teaching
M. Glinka Minsk State Music College
Bachelor Degree - Political Studies and Law
BIP Institute of Law