Ольга Архипова

Employment to Date/Work Experience

NEXTIVA UKRAINE

Post:  Senior Cloud Engineer 

assisting new customers with initial setup of their phone system accounts;

providing each customer with a first-class customer service;

notating tickets thoroughly and properly in internal CRM system;

obtaining pertinent information about network, users, devices, and call flow;

helping customers configure telephone extensions, services, and activate equipment;

assisting customers in porting their numbers from a previous provider to Nextiva;

meeting productivity metrics while enhancing the customer experience.

2015-2017          BROOKDORF WORLDWIDE L.P 

Post: Customer support agent, QA assistant.

-     reviewed and approved data, validation and stability protocols, documents,

specifications, and manufacturing orders for compliance;

communicated QA issues to employees and managers;

tested mobile application for OS and IOS ;

worked on multiple projects at once with changing deadlines and priorities;

provided technical assistance to users over the phone, via emails and chat windows;

walked customers through step-by-step installation process of software applications and appropriate hardware to support the operation;

resolved customer complaints and concerns with strong verbal and negotiation;

supported customers with online billing, created user accounts including user rights, security and groups creation;

provided training to employees to identify, analyze, and repair product failures;

assisted in the company’s continuous improvement programs.

 Krayot.ru (http://www.krayot.ru)

Post:  administrator, content manager (remotely)

reviewed and updated web page links and content;

collaborated with development teams to resolve usability issues;

maintained help desk questions and answers or delegate questions to correct departments.

Languages        Ukrainian, Russian: native speaker

                         English: advance

                                             German: pre-intermediate.

Other Skills: Word Press, Joomla, Jira, Bug Tracker, Trello, Photoshop, Microsoft Office, Flickr, CRM, HTML, CSS.

Personal Competencies

ability to work in a fast-paced environment to set deadlines;

good oral and written correspondence with an exceptional attention to detail;

ambitious, goal-oriented, responsible;

highly organized with a creative flair for project work;

enthusiastic self-starter who contributes well to the team;

understand the customer needs, concerns, explain how-it-works;

excellent telephone skills and good ability to use remote access;

good analytical and troubleshooting abilities;

patient and able to walk customers through troubleshooting and repair process;

good understanding of installations and updates.