Nazar Hnid
Lviv, Ukraine
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SUMMARY
Þ Managed 7 support offices around Ukraine (i.e. 7 regional managers with 4-5 team leads
reporting to each of them, when every team lead managed a team of ~10 people in their
turn)
Þ 4+ years of SaaS Support industry (inbound/outbound calls, email, online chat, remote
sessions)
Þ More than 3 years at Support Manager position
Þ Experience in building Operations according to the company’s needs
Þ Proficient Speaker in front of a small and a big audience
Þ Proven ability to organize well-structured coaching
Þ Understanding of Support Department KPIs according to industry requirements and SLA
Þ Good Knowledge of Support quality assurance
WORK EXPERIENCE
Nextiva, Kyiv
SENIOR SUPPORT MANAGER
June 2018 – February 2019
SUPPORT MANAGER
September 2017 – May
2018
VOIP SUPPORT SPECIALIST
February 2017 – August
2017
Built brand new department from scratch to meet company
needs. Preparing written reports of investigation results.
Identifying common trends/issues on the go and reporting to
an appropriate department in order to provide proper service
in a timely manner. Communicating efficiently across the
department and with all other departments while including
updates such as: procedural, processes, product updates or
changes. Analyzing QA Score, Customer Satisfaction Rate,
Resolution Rate, Network promoted score;
ZoomSupport, Lviv
GLOBAL TECHNICAL SUPPORT
MANAGER
October 2016 – January 2017
SENIOR SOFTWARE
ENGINEER
July 2015 – September 2016
VOIP SUPPORT SPECIALIST
February 2017 – August 2017
Managed 7 support offices around Ukraine (i.e. 7 regional
managers with 4-5 team leads reporting to each of them,
when every team lead managed a team of ~5 people in their
turn). Organization of work, training and selection of staff.
Fast reaction in case of underperformance and effective
impact on the work of the departments to meet the
objectives of the company and according to the standards.
Participation in Q&A sessions and Stand-ups with the
announcement and explanation of qualitative changes.
Communication of staffing needs to COO -about expanding or
reducing the number of people in the team, depending on
the load and their performance.
LANGUAGE
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Ukrainian – Native
English – Upper Intermediate
Russian – Upper Intermediate
AWARDS & ACKNOWLEDGEMENTS
•
•
Apple OS X certification
International School of Marketing
HOBBY & INTERESTS
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•
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Hiking
Arduino programming
Theatre
Networking on various of IT conferences
Traveling
Coffee Brewing
EDUCATION
Colledge of NU “Lviv Politechnic”
Specialist | 2013
Computer Engineer
NU “Lviv Politechnic”
Bachelor | 2016
Computer Engineer
