Support Operations Manager

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Мои компетенции и опыт

Support Operations Manager · QA Manager · Customer Experience · Support Manager

Moscow · нужен доступ к резюме · Telegram: нужен доступ к резюме

Professional Profile

Customer Support and Support Operations professional with experience in project management, quality assurance and support process improvement. Experience working on a project with a team of around 50 support agents and a monthly volume of up to 130k customer requests. Strong in structured problem-solving, results orientation, cross-functional communication and employee development. Comfortable handling both recurring operational tasks and complex, non-standard cases.

Languages

English, Russian, German

Core skills and tools

Support Operations · Customer Experience · Quality Assurance · Project Management · Process Improvement · Quality Management · Team Coordination · Training & Onboarding · Root Cause Analysis · Escalation Management · Reporting & Analytics · Documentation · CRM · Jira · Trello · Helpdesk · Confluence · Slack · Google Sheets · Microsoft Excel

Education

Siberian Institute of Management: Russian Presidential Academy of National Economy and Public administration. 

Bachelor of International relations.

Professional Experience

1) Customer Support Project Manager · NDA 

June нужен доступ к резюме March2026 · Moscow

• Coordinated Customer Support and QA operations within a project involving approximately 50 support agents and up to 130,000 customer requests per month.

• Coordinated cross-functional work between Customer Support, Quality Assurance, Payments and Project teams.

• Collected and analyzed feedback from support agents and users, identified issues and helped

prioritize solutions.

• Monitored process execution, escalated complex issues and followed up on resolutions through completion.

• Developed and maintained project instructions, procedures, checklists and roadmap.

• Organized training for employees on new project processes and tools, prepared training materials and supported change implementation.

• Monitored the quality of newly implemented processes and prepared support performance reports.

2) QA Manager · NDA

July нужен доступ к резюме May2023 · Moscow

• Evaluated customer service quality across chat and email channels using established criteria and quality checklists.

• Monitored compliance with scripts and procedures, completeness of information and accuracy of work in CRM, internal databases, Jira, Helpdesk and other systems.

• Identified and classified errors, including critical issues, analyzed root causes and prepared recommendations for improvement.

• Provided agents with constructive feedback and conducted reviews of recurring mistakes.

• Participated in onboarding new employees, identified development needs and conducted training sessions for existing staff.

• Prepared training cases based on recurring quality issues.

• Worked with department managers on quality assessment results and employee performance indicators.

• Improved the quality assessment process by updating checklists, scripts and procedures.

3) Support Agent · NDA

December нужен доступ к резюме July2022 · Novosibirsk, Moscow

• Provided multi-channel customer support via email, chat and phone.

• Advised users on product features and usage; analyzed and resolved user issues.

• Worked with CRM, internal databases, Jira, Trello and Helpdesk.

• Escalated complex cases and bugs to project management and the development team.

4) English language tutor · Freelance

January нужен доступ к резюме October2020 · Новосибирск

• Managed a private tutoring practice, including independent client acquisition and client relationship management.

• Developed individualized learning programs and delivered online/offline lessons.

• Monitored learning outcomes and adapted programs to individual needs and goals.

5) Volonteer · International Department of RANEPA 

January нужен доступ к резюме January2017 · Novosibirsk

• Встреча и сопровождение иностранных студентов.