Tetiana Maltabar - Head of Customer Support, OnixSoft

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Work Background

Онікс СофтHead of Technical Services

May. 2023 - Dec. 2023Одеса, Одесская область, Украина · RemoteAutomation of restaurant business on Syrve software. As the Head of Technical Services, I spearheaded initiatives to enhance efficiency and service quality. I optimized robotic processes in CRM and provided functional equipment recommendations for specialists. However, challenges arose with KPI systems, necessitating their revision. Despite this, I developed analytical reports and dashboards to gauge team effectiveness and fostered improved collaboration between Sales and Tech departments. Notably, I accelerated onboarding for new team members and elevated client service intensity, achieving an average assessment score increase from 4.7 to 4.9 within two months. My responsibilities included ensuring accurate application processing, prompt issue notifications, SLA compliance, and proactive IT infrastructure improvements for clients. Additionally, I focused on updating internal materials, streamlining workflows, and facilitating collaboration with external service centers.

grc.uaHead of Customer Support

Dec. 2019 - May. 2023Киев, УкраинаAs the Head of the Technical Support Department, I successfully built the department from the ground up and defined all business processes and scripts. With a customer base exceeding 1,000,000, I fostered collaboration with IT and Sales departments, ensuring seamless operations. Through effective team leadership and training initiatives, I navigated through three major crises while maintaining departmental integrity. Additionally, I contributed cross-functionally as a Product Manager, optimizing processes and enhancing customer service quality. My expertise lies in conflict resolution, technical proficiency, strategic development, communication, and data analysis.