Іван Ватаманюк

Implemented new business solutions and features using the Appfarm platform and maintained/fixed existing solutions to ensure product stability.

Developed support materials and product courses to improve customer self-service and internal knowledge base; configured product instances for client onboarding.

Handled up to 100 customer tickets per shift using customized templates and consistently exceeded support KPIs to maintain high service levels.

Triaged user issues, escalated bugs to engineering for swift resolution, and partnered across departments to deliver consistent customer support.

Closed 1,300 tickets with a median response time of 9 minutes and achieved 95% customer satisfaction while triaging issues and producing comprehensive FAQ articles.

Optimized project delivery processes by identifying and resolving workflow inefficiencies and provided data-driven insights and ad-hoc support to internal teams.

Supported new customers and acted as liaison between customers, project managers, and account executives to ensure smooth project workflows and prevent quality issues.

Performed SEO keyword research and translated Amazon listings from German and Russian into English to improve discoverability and accuracy.

Contributed to work process management, content creation, office management, customer service, and translation across the development department.

Pursuing a Master's degree in Philology at the Faculty of Ukrainian and Foreign Philology and Journalism, Kherson State University.

Obtained a Bachelor's degree in Philology with a specialization in Translation and Interpretation from Chernivtsi National University (2015–2019).