Алексей Рудаков

Hi there 🙂

Here you can see some information about my work expierince :  

Operational manager

Laba (EdTech) Kyiv Apr 2021 - May 2022

- Analysis of sales managers work, conversion and KPI tracking ( as a result it is enabled to increase every week the product conversion rate)

- Work in AMO CRM and internal system control tasks of managers (distribution of leads between sellers)

- Support sales 10 managers and 1 supervisor (for example if IP telephony stopped working or there are problems with CRM)

- Control over speed of processing leads ( holding processing speed on 20 max 30 minutes which allowed managers to process the requests faster)

- Training of salespeople ( includes introductions with all programs that the sales department used daily) Trained 10 sellers. After training near during 1‑2 days, newmate was already effective in less than 2 weeks and made his first sales

- Choosed the best polish services for payments and links generating

Customer Support Team Leader

Busfor/Blablacar Kyiv Aug 2016 - Jul 2022

- Organization of work of the Customer support department in Polish and English (4 teamates)

- Interaction with carriers and agents

- Listening to conversations and quality control of operators

- Development and expansion of the team, search for personnel if there are vacancies

- Training and retraining of CS employees

- Checking payments (correctness of refunds)

- Control over efficient operation of payment systems (Pay U, Dot Pay)

- Zendesk and Helpdesk Eddy

- Influencing of processes inside the team, work with templates used in the work of the department

- Administering the team: schedule, vacations

- Automated the processes and processing time of refund requests

- Integrated into the Customer Support team: auto‑replies, editing templates and translating texts to Polish and English

Achievements:

Polish - Advanced C1 -C2

English - B2 Upper- intermediate

Team leader of a customer support team for Busfor.pl customers for 3 years 

https://busfor.pl/

4 years experience in Customer support service.

Working with Zendesk,Helpdesk, AMO CRM.

Team coordination.Troubleshooting. Multi-tasking. Work with international acquiring systems such as : Pay U and Dot pay.