Mag. Yuriy Shumylo

- Analyzing of incidents on AT/CH markets - Improving and optimizing processes in accordance to ITIL principles - Discovering potential market-wide problems and diagnosing critical (major) incidents - Communicating with Customer and Vendors regarding used procedures, escalations and KPI reporting

 Managing a Team up of 10+ agents - coaching, assisting in difficult cases, supporting within escalated cases;  providing complex project trainings for new agents in Polish, English or German;  analyzing logs, finding relationships between SW and HW issues, analyzing financial reports of clients;  improving and updating existing knowledgebase;  verification level of the target-language (German) of applicants over the phone and during personal interviews;

 Answering on customer calls and mails from the DACH region;  analyzing logs, finding relationships between SW and HW issues, analyzing financial reports provided by clients;  handling service tickets in customer service applications;  cooperating with upper levels of technical support and interaction with field service engineers.

Providing the full cycle of it-recruitment; operating web-development positions (back-end, front-end); couching new staff; participating in development of adaptation programm and motivation system in company; CV screening and candidats pre-interviewing; creating and publishing job-profiles based on clients requirements and needs using iterative method; implementation of client-oriented poliсу of the company; collaborating with the clients (PMs/HRs/Team-leads).