Ksenia Lukacher

I was in charge of Customer Care team work and was handling customers inquiries. I wrote the app FAQ and launched online Ideas Base. I was writing content for company site and blogs, promoting the company projects in social nets and via email marketing campaigns. During my work in this position answering rate reached 100%. My team answered to 90% of comments in Google Play Market, which is unique for this app store. The number of languages, in which support was provided, grew from 2 to 3 (En, Ger and Ru).

Duties: - Testing the software, developed by the company engineers - Making sure the developed solutions meet the specifications

Duties: - Providing technical support and consultations to the customers, making HTML and CSS modifications for the software users. I helped customers to set up their e-stores based on Ecwid e-commerce platform. 99% of work was carried out in English, 1% in Russian. - Resolving billing issues - Writing articles for the product Knowledge Base

Duties: - Managing the work of the customer care team (3-11 employees in different periods of time) and scheduling the working shifts - Interviewing and coaching the new team members - Working out instructions for the team work - Informing customers about company news, special offers and changes in the departments’ working hours - Handling and resolving of customers’ complaints - plus all the duties from the previous position

Duties: - Processing customers' inquiries, forwarding them to the proper departments and company authorities. - 1st level technical support (providing online and phone consultations on the software setup, company services, making some HTML customizations of the software for customers) - Handling refunds and other billing questions - Сhecking and correcting the outgoing messages of the company employees in terms of English grammar and stylistics.

Duties: - Planning and organization of the international cultural and academic programs for MBA students; - Email communication with the US partners (universities); - Translation of the university documents; - Simultaneous interpretation of the cultural and academic program events, as well as the negotiations of University administration heads with foreign partners.

English and German languages, teaching