Ivan Shapovalov

I have experience in Customer Care for 7+ years. Customer care team lead, Project Manager at Nextiva.

EXPERIENCE 

NEXTIVA Llc, Kyiv — Project Manager | 2020 - 2022 

● Working with B2B customers 

● Leading project from sale to fully implemented system 

● Organizing cooperation between department to achieve high results in customer’s Onboarding 

● Daily reporting to Leadership customer’s account status 

● Successful achieving of the KPIs set by Leadership 

● Providing Amazing Customer Service to all company’s customers  

NEXTIVA Llc, Kyiv — Technical Support Specialist I (Phone Support, Online Support) | 2019 - 2020 

● assisting Customers in resolving issues with phone systems 

● setting up first-sign up accounts from scratch - creating users, building call flows, assigning licenses, activating features 

● teaching customers how to build call flows, setup their accounts, using services (like Nextiva App, etc), testing devices, features 

● teaching Customers how system works by connecting remotely to their computers 

● prompt solving of customers issues, answering all questions 

● providing amazing service, making Customer happy with each and evey interaction with the Company  

FueledPublishing Llc, Tampa, Florida (USA) — Project Manager 2013 - 2019 

● managing customer support requests via (ticketing system -Zendesk), omni-channel (LiveAgent - chats/calls/emails) 

● implementing new products, installing new software, installing websites for customers 

● supporting new projects (  ex.  HeroTower,  Authority  Pro, PostAffiliatePro, LiveAgent), leading customers through the sales/after- sales funnel 

● working with outsource copywriters, outsource staff 

● arranging mailings 

● hiring new Customer Support Representatives 

● setting up CPA affiliate programs 

● setting up targeting campaigns (FaceBook), context ads (Google) 

● raising overall customers satisfaction. 

Templatemonster.com, Mykolayiv — Night Shift Manager 2012 - 2013 

Managing Night and Weekend Shifts, Arranging reports about shift productivity (daily, weekly, monthly), handling customers’ requests via phone, chat, email (tickets). Reviewing new staff for the position of Customer Care Specialist.  

Templatemonster.com, Mykolayiv — Customer Care Specialist 2010 - 2012 

Working at Night and Weekend Shifts, filling reports (daily), handling customers’ requests via phone, chat, email (tickets). 

EDUCATION 

Nextiva University, 2019 - 2022 

Petro Mohyla Black Sea University, Mykolayiv — Master of Finances 2003 - 2008 

Mykolayiv Specialized school with intensive English learning #22, Mykolayiv 1993 - 2003